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Technology / AI and automation

COMPAQ TEAMS WITH GENESYS FOR CALL CENTER TECHNOLOGY.

Personal Computer and NT server giant Compaq Computer Corp has signed an agreement with Computer Telephone Integration and call center specialist Genesys Telecommunications Laboratories Inc, to develop and market Genesys software on Compaq’s Proliant range of servers. The partnership has the aim of developing software tools for CTI that include customized call routing, load balancing, real-time statistics, reporting, information analysis, internet- based Customer service tools, and video-telephony. Genesys has been developing internet and video-enabled call center software since April (CI No 3,138), which it claims is technologically more advanced than the competition. Compaq obviously wants to get itself a slice of the of the estimated $86bn a year call center market, which is growing at a rate of 15% per year. Compaq claims that the partnership will deliver mission critical call center applications, that have improved performance, and are interoperable, and standards based. San Francisco, California-based Genesys recorded profit last year of $1.6m on revenues that rose by 242% to $34.9m.

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