Microsoft and Alcatel have announced a formal alliance to market a CRM and contact centre solution for mid-size companies with contact centers of 25 to 150 agent positions across Europe, the Middle East and Africa (EMEA), Asia Pacific and Latin America.
The joint solution will bring together Alcatel’s OmniTouch Contact Center Premium Edition developed on Microsoft Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0, Microsoft’s newly launched customer relationship management solution. Integrated with this offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both IP and traditional circuit switched telephony and multimedia (web, e-mail, fax, etc).
Under the terms of the agreement, the two companies will launch a series of go-to-market activities such as customer forums and partner engagement events that include co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.
“We are excited about the relationship with Alcatel and its development on the Microsoft platform,” said Robert Bernard, general manager of the Global ISV Group at Microsoft. “With Microsoft’s premier technologies and Alcatel’s leadership in call centre solutions, both companies are positioned to deliver compelling solutions that help our mutual customers lower their total cost of ownership, realise greater return on investment, increase agent productivity, and provide an enriched and more personalised customer experience across all points of contact centre interactions.”
“This is a significant relationship for Alcatel as both companies view the mid-market as strategic to our business,” said Thierry Seignol, vice president, communications applications for Alcatel enterprise activities. “Alcatel brings expertise in the development and implementation of advanced multimedia contact centre solutions to mid-size companies, while Microsoft’s innovative platform technologies enable customers to build on and extend their existing IT investments to deliver breakthrough services for their customer base.”