Siemens Communications and Genesys Labs, the Alcatel call centre company, have announced a new integration of technologies – using SIP standards – to bring a single, centralised platform of contact centre and communication solutions to large enterprises. The integration includes the SIP-based Siemens HiPath 8000 Real-Time IP System and the SIP-based Genesys 7 portfolio of contact centre management applications.
“The joint solution consolidates contact centre applications on a SIP infrastructure and can help deliver key customer benefits such as centralised management operations and reduced total cost of ownership,” said Nicolas De Kouchkovsky, senior vice president of marketing and business development for Genesys. “This combination of SIP-based solutions means that all the resources of an enterprise, regardless of location, can be enabled with applications that produce high-quality contact centre service and customer care.”
Siemens and Genesys will show the power of the combined SIP solutions for both convergence of network communications and contact centre management. This new approach is designed to enable enterprises using the HiPath 8000 and Genesys 7 platforms to build on existing communication infrastructure investments. The combined solution is also designed to allow the migration to SIP one business unit at a time, with continued interoperability with legacy systems to extend the reach of next-generation SIP solutions throughout an enterprise’s IP network infrastructure.
The two companies are building on a longstanding partnership to integrate technologies to create a complete IP contact centre solution based around the HiPath 8000 VoIP solution, one of the industry’s first unified communication softswitches to be built from the ground-up with native SIP architecture. The HiPath 8000 communications system is also designed to provide carrier-grade reliability and with scalability to support the data, telephony and multimedia needs of as many as 100,000 users.
“Our collaborative offering demonstrates the power of SIP and open standards,” said Mark Straton, senior vice president of marketing for Siemens Communications, Inc. “Genesys and Siemens each developed product offerings separately, but we integrated the two offerings using SIP. The combined solution is expected to result in a cost-effective, multimedia contact centre solution that can scale to support thousands of users and can run on many telephony networks.”
Building upon a ten-year reseller relationship, Siemens and Genesys recently completed interoperability testing for the combined solution at the Siemens Labs in San Jose, California. Genesys is now completing certification tests prior to making the combined solution market available for proof-of-concept projects today and for production environments in early 2006. Once available, Siemens will also offer a complete set of managed services to support the Siemens and Genesys solutions.