AT&T Certifies Genesys for Its IP Toll-Free Service Network

Wireless News
10-23-2007
AT&T Certifies Genesys for Its IP Toll-Free Service Network

WIRELESS NEWS-October 23, 2007-AT&T Certifies Genesys for Its IP Toll-Free Service Network (C)2007 10Meters - http:// www.10meters.com

AT&T has announced an expanded relationship with Genesys Telecommunications Laboratories, an Alcatel-Lucent company. in which AT&T is both certifying the advanced Genesys SIP Server product with AT&T s Internet Protocol (IP) Toll-Free service and adding the Genesys suite to its Integrated Contact Services (ICS) portfolio of managed contact center services.
Enterprise businesses and wholesale customers can now leverage virtual contact center capabilities as a critical component of their customer sales and service strategy and can combine both traditional and IP-enabled products and services to seamlessly migrate to next- generation contact center architecture.

The combination of Genesys and AT&T offerings is expected to usher in a wide range of new consumer-friendly capabilities for customer service. The IP-based next-generation contact center delivers services that include video customer service, agent presence management and virtual routing of calls across contact centers by using a customer s private Multiprotocol Label Switching (MPLS) Virtual Private Network (VPN) and/or using the worldwide AT&T IP Toll-Free network.

The integration of Genesys, a widely used software program for customer service, is a major step because it enables enterprises to move quickly and easily to migrate to IP by tapping into a global network for on-demand services. One of the key benefits for enterprises is that they can move to IP contact centers without replacing their existing PBXs or telephony infrastructure.

AT&T is working with several companies to integrate important extensions to the industry standard, Session Initiation Protocol (SIP), which will help ensure interoperability with upcoming AT&T IP Toll-Free service feature enhancements. This technology allows for the enhancement and expansion of call information delivery, making Computer-Telephony Integration capabilities a reality even for sales and service personnel who are not on the customer s own VPN.

Genesys and AT&T share a vision of what the next-generation contact center offers to businesses, said Paul Segre, Genesys president and CEO. Our alignment with AT&T IP Toll-Free services demonstrates both companies commitment to supporting future advanced features of this service, including enabling businesses to fully take advantage of the hybrid environments.

AT&T s IP Toll-Free service has a robust set of toll-free features, including announcement options, routing management and reporting features.

We ve selected Genesys as a key player in the development and rollout of our Integrated Contact Services, which we will deploy in both traditional AT&T Toll-Free and AT&T IP Toll-Free environments, said Shawn Conroy, vice president Voice Networking, AT&T. We re seeking to extend SIP-based Voice over Internet Protocol (VoIP) network technology, which allows for call transfers to take place either before or after the calls are answered, providing users with greater interoperability and flexibility.

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(Copyright M2 Communications Ltd. 23, 2007)