About Call Design Latest News Alcatel-Lucent - Leaders in the quest for communication
Alcatel-Lucent - Leaders in the quest for communication
Alcatel-Lucent is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users.
A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry.
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Paris, April 28, 2010 – Alcatel-Lucent (Euronext Paris and NYSE: ALU) announced today that it has significantly extended its Genesys portfolio of contact center solutions by further integrating key products into a multiplatform, open environment.
These moves are part of a key initiative for the Alcatel-Lucent Enterprise Market Group to leverage the Genesys brand and tap into the Genesys best-of-breed offerings that were previously separate from Alcatel-Lucent’s enterprise portfolio, enabling a broader range of solutions.
Alcatel-Lucent is extending the open platform approach of its Genesys solutions by integrating the Alcatel-Lucent OmniTouch™ Premium Edition, which bundles Genesys contact center solutions with the Alcatel-Lucent OmniPCX™ Enterprise Communication Server (a PBX), expanding it to become multiplatform, beginning with the Genesys SIP (Session Initiation Protocol) server.
As part of this move, the OmniTouch Premium Edition will be rebranded as Genesys Compact edition. Aimed at mid-market enterprises with up to 150 agents, Genesys Compact embraces a software-driven approach that enables enterprises to migrate smoothly from legacy PBX systems to a more flexible SIP environment to support the trend toward IP telephony. It takes an open approach that enables companies to maintain existing switching infrastructure and move at their own pace to new infrastructure based on SIP because it supports both SIP and proprietary legacy PBX systems.
Genesys Compact edition will feature simplified configuration and administration for mid-sized enterprises while giving them access to such sophisticated customer contact center capabilities more typically found on larger systems. Genesys will begin working with initial definitional customers for the Compact edition starting in July with broad product availability targeted for the fourth quarter of this year.
A cornerstone of this mid-market offering is a software cockpit, the Alcatel-Lucent Visual Contact Center, that integrates in a single user interface all the tools required to configure, control and measure contact center activities. The Visual Contact Center interface will be available as an option for the Genesys contact center solutions for simple voice environments. The Visual Contact Center also complements the sophisticated set of role-based interfaces that were introduced with the Genesys 8 Software Suite, announced earlier this month.
On the high-end, Alcatel-Lucent offered a comprehensive advanced contact center solution that combined Genesys and the OmniPCX under the OmniGenesys name, which tightly integrated the Alcatel-Lucent platform with Genesys software. The OmniGenesys will be renamed Genesys. Its tight integration enables enterprises to quickly synchronize the configurations of the OmniPCX platform and Genesys software, so any changes made to a single agent automatically updates the system. It also provides control over how voice callers are greeted through Genesys software and integrates reporting. For more information, please go to: www.genesyslab.com
About Genesys
Alcatel-Lucent Genesys solutions feature leading software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests and optimizing customer care goals while efficiently using resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies leverage their entire organization, from the contact center to the back office, while dynamically engaging their customers. For more information, go to www.genesyslab.com.
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defense, energy, healthcare, transportation, and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 15.2 billion in 2009 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
Organisation
With a strong focus on complete solutions maximising value for customers, Alcatel-Lucent is organised around four business groups and three geographic regions. The Application Software Group focuses on developing and maintaining innovative software products for its global customer base. The Carrier Product Group serves fixed, wireless and convergent service providers with end-to-end communications solutions. The Enterprise Product Group focuses on meeting the needs of business customers as well as the Industry & Public Sector. The Services Group designs, deploys, manages and maintains networks worldwide. The company's geographic regions are the Americas; Europe, Middle East, and Africa; and Asia Pacific and China.
Innovation & Technology
Alcatel-Lucent is one of the largest innovation powerhouses in the communications industry, representing an R&D investment of Euro 2.5 billion, and a portfolio of more than 26,000 active patents spanning virtually every technology area. At the core of this innovation is Alcatel-Lucent’s Bell Labs, an innovation engine with researchers and scientists at the forefront of research into areas such as multimedia and convergent services and applications, new service delivery architectures and platforms, wireless and wireline, broadband access, packet and optical networking and transport, network security, enterprise networking and communication services and fundamental research in areas such as nanotechnology, algorithmic, and computer sciences.