Genesys and Verizon Collaborate on Hosted IP Call Center Services Solution

19 octobre 2021 Pierre Perrin-Monlouis

Customers will be able to deploy enhanced IP communications solutions without

the need for capital and operations investments

MIAMI – May 24, 2005 – At its annual G-Force user conference, Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP), today announced a partnership with Verizon to deliver a hosted voice-ready Internet Protocol (IP) services call center solution. With this planned offering, businesses will be able to quickly and cost-efficiently deploy advanced contact center applications, such as voice self-service and agent-level call routing.

“Customer-centric technologies such as integrated self- and assisted-service and Business Priority Routing are clearly growing as ways for companies to increase their customer service quality and maintain loyalty,” said Elliot Danziger, chief technology officer, Genesys. “Enterprises are looking for a way to quickly deploy these enhanced contact center capabilities across their distributed enterprise in a flexible, cost-effective manner. Verizon’s sophisticated IP data network provides an ideal environment that complements Genesys’ proven contact center technology. This secure, hosted solution will allow enterprises of all sizes to migrate to an IP-enabled system and scale those IP applications to meet growth demands.”

The IP-enabled voice solution will combine the Genesys open IP contact center portfolio with Verizon’s secure, voice-ready IP data network to deliver enterprises sophisticated IP communications services, including 800 IP service, and self- and assisted-service contact center capabilities – all within a flexible, cost-efficient hosted environment. Through the hosted environment, companies eliminate the need for up-front capital equipment investments and can maintain minimal staffing and maintenance costs.

Built on open, standards-based technology, the IP solution will offer the flexibility of selective sourcing of services, support faster deployment of new applications and allow for a phased implementation approach based on business requirements. The scalability of the architecture will also allow for growth as needed over time.

“By coupling Verizon’s extensive investment in a secure, voice-ready data network with the industry’s leading voice platform, customers will be able to efficiently deploy sophisticated contact center solutions that previously were only available using proprietary technology,” said James Tiller, vice president, Application Services for Verizon Enterprise Solutions Group. “Genesys’ open IP approach will help enterprises maximize the value of IP telephony by providing the components needed to efficiently deploy IP applications while protecting existing investments.”

Using the new Genesys SIP Communication Server, the IP-enabled solution will link the Genesys 7 contact center suite to Verizon’s voice-ready IP network. Genesys enables collection and assessment of caller context, and segments and prioritizes customer interactions according to business value, desired service level or specific customer needs. Additionally, the entire Genesys 7 suite will be available in this hosted IP environment including applications for outbound interactions, workforce management, e-mail, Web and workflow. This will allow enterprises to manage customer services in a more personalized and efficient manner and maximize the business value of each customer interaction.

The multi-protocol capability of the IP solution will allow businesses to integrate advanced voice services with other SIP-based applications and avoid vendor lock-in, complicated upgrades and expensive maintenance costs. Genesys removes the constraints of costly legacy IVR systems and offers standards-based development, flexible deployment options, simplified integration and improved time to market for speech-directed voice applications.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource – the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at

About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries.

Contact [email protected]

Photo of author
Trader & Analyste Financier
Fondateur de Rente et Patrimoine et à la tête du service Bourse Trading, il vous fait profiter de son expérience en trading grâce à ses analyses financières et décrypte pour vous les actualités des marchés. Son approche globale des marchés combine à la fois l'analyse technique et fondamentale.