Application service provider USinternetworking Inc is adding enterprise interaction management software from Genesys Telecommunications Laboratories Inc to its line-up of hosted front office offerings. USi says it will deliver Genesys’ EIM software in conjunction with Siebel’s customer relationship management offering. The combination of Siebel’s CRM applications with Genesys’ internet interaction management, computer telephony integration and routing products provides customers with multiple options for communicating with call center agents, including email, the web and traditional phone, the companies said. Genesys’ software allows call center agents to instantly identify a caller, obtain a complete customer profile, and access historical information. The message is then routed to the appropriate agent using Genesys’ intelligent multi-media routing software. Under terms of the agreement, USi will offer and host Genesys’ software,
