As part of the agreement, Alcatel, Genesys and Siebel Systems will develop integrated voice and Internet contact center solutions for mid-market contact centers, which the companies define as companies with under $250 million, or equivalent, in annual revenues, or below 1000 employees. Both packages will integrate Genesys’ Network Routing and Enterprise Routing with Siebel Call Center and Alcatel’s leading OmniPCX 4400 IP-based PBX.
The Internet package will bundle universal queue, email routing, Web collaboration and chat capabilities from Genesys, with Siebel eMail Response and advanced automation. These out-of-box, mid-market solutions will help organizations simplify deployments by limiting configuration possibilities and eliminating cost intensive customization.
To further ease deployment, both solutions will be made available with hardware – initially with third party servers and an Alcatel OmniPCX 4400 IP-based PBX, and will co-exist with the existing voice enterprise. The mid-market offering is planned to be generally available in Fall 2001.
Today’s announcement is great news for customers looking for fully integrated, tested and certified contact center applications with converging voice and data capabilities, said Steve Garnett, Vice President of Alliances, Siebel Systems. The combination of Genesys’ voice and data applications with Siebel eBusiness Applications and Alcatel’s market leading network platforms, offers organizations a cost-effective and targeted solution for providing advanced customer service.
We see a large vacancy in contact center applications designed for the mid-market, said Philippe Coffre, Chief Technical Officer, Alcatel e-Business Distribution. By developing a product that is easy to deploy and bundled on the OmniPCX 4400, Siebel Systems, Genesys and Alcatel are addressing all the needs of mid-market companies, allowing them to build a cost effective, easy to manage, converged contact center.
