Alcatel-Lucent has extended its Genesys portfolio of contact centre solutions by further integrating key products into a multiplatform, open environment.
These moves are part of an 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 centre 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, the company says 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 centre 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 Centre, that integrates in a single user interface all the tools required to configure, control and measure contact centre activities. The Visual Contact Centre interface will be available as an option for the Genesys contact centre solutions for simple voice environments. The Visual Contact Centre also complements the sophisticated set of role-based interfaces that were introduced with the Genesys 8 Software Suite, announced earlier in April.
On the high-end, Alcatel-Lucent offered a comprehensive advanced contact centre 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 synchronise 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.