PSS is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly.
New York, NY (PRWEB) August 19, 2008
PSS today announced it is one of the first key partners to offer voice portal solutions, applications and comprehensive support for Genesys Voice Platform (GVP) 8, introduced at SpeechTek in New York, August 18-20, 2008. GVP 8 is a major new release of the leading voice platform from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU).
PSS helps customers transition gracefully from a legacy to a next-generation contact center infrastructure based on open standards like VoiceXML and SIP. The Genesys Voice Platform has been one of the preferred IVR platforms by PSS customers in their transition plans.
Key features in GVP 8 allow PSS to better leverage its self-service and live assistance expertise to increase development and operational efficiencies:
•Integrated Development Environment Composer
GVP 8 has a unique development console that streamlines application development. GVP now provides a single unified development environment for customer interaction management. Developers and customers can leverage business rules that gather relevant information from back-end applications or workflow to control the process and understand the context of a call.
•Built-In Integration for the intelligent Customer Front Door (iCFD)
The iCFD is a transformative solution bundle, focused specifically on improving the customer experience. By using information from back-end systems, call center resources and customer preferences, the iCFD intelligently directs each call to the best service, whether self or assisted. It consolidates business routing strategies into one central location which allows the business owners to decide where and how to deliver the best service. The iCFD is a solution where partners such as PSS play a key role - delivering the ultimate capability tailored to the customer's specific needs. GVP 8 will come with built-in integrations for the iCFD.
GVP 8 is also a single common next-generation platform that brings together two key Genesys voice platform lines - GVP and VoiceGenie - into one system. PSS is one of only three companies that had deployed both Genesys and VoiceGenie systems within its customer base at the time of the Genesys/VoiceGenie merger in 2006. Demand for GVP 8 continues to be very strong among PSS customers planning their next upgrade.
"The new version of GVP is designed for integration in ways that leverage investment into Service Oriented Architectures (SOAs)," explained Kip Heuertz, Program Manager at Opus Research. "The partner-friendly approach creates opportunities for PSS to apply its years of experience to integrate GVP 8.0 into its customers' IT infrastructure."
"Genesys is an excellent partner," said Todd Funk, CEO, PSS. "Its strong product offering is a key part of the next-generation contact center solutions we provide to our customers."
PSS has invested a significant amount of resources toward testing, implementation and supporting solutions based on GVP and the Genesys Customer Interaction Management (CIM) platform. Because of PSS investment, Genesys and PSS have partnered to deliver comprehensive and dynamic contact center solutions that integrate seamlessly and provide a high level of end-user customer satisfaction."
"Our partner ecosystem is a critical element of our go-to-market strategy," said Paul Segre, president and CEO, Genesys. "PSS is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly."
PSS helps enterprises transition gracefully from legacy to next generation contact center infrastructure. Through a unique combination of products, services, and 24x7x365 Extended Life support, PSS customers can transition to VoiceXML, SIP, CTI, SOA, and Web Services as rapidly or gradually as business priorities demand. Recognized as one of the fastest growing private companies in America, PSS customers include American Express, AT&T, US Airways, and United Healthcare. For more information, visit http://www.psshelp.com.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com.