Genesys and Telekom Deutschland Announce New Cloud-Based Contact Centre Solution

Genesys and Telekom Deutschland GmbH announced that they have expanded their strategic relationship. This expanded relationship will deliver an integrated, cloud-based contact centre solution to small and medium sized enterprises, and manage any customer interaction channel including voice, web, mobile and social media.

Announced at CallCenterWorld 2012 and Genesys G-Force 2012 in Barcelona, this enhanced relationship advances Telekom Deutschland’s Contact Center Suite, which is based on Genesys’ leading Contact Centre Platform. Starting in 2013, Telekom Deutschland will offer Genesys’ integrated solution as cloud-based – or pay per use – service.

This new offering targets small and mid-size contact centres that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles. These companies will benefit from a customised, pre-configured, and innovative contact centre solution.

The cloud-based Genesys Contact Centre Suite supports any interaction channel including voice, traditional letter, fax, email, text messages, chat, web, and social media. Agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.

“We’re excited about this enhanced cooperation with the Genesys premium brand,” says Peter Schamel, Vice President Value-Added Solutions, Telekom Deutschland Germany. “Genesys is an ideal partner for us because they allow us to innovate our portfolio with holistic and scalable customer dialogue solutions. This alliance underscores our role as a top-notch service provider for contact centres of every size.”

“Our integrated solutions enable contact centres to deliver outstanding customer service,” emphasised Andreas Lendner, Vice President DACH Region. “The strategic relationship with Telekom Deutschland—a specialist for contact centres cloud-based computing—opens up new markets for us and enables small and mid-size companies to now benefit from the world’s leading contact centre software.”

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