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Alcatel's Genesys and Microsoft Deliver Combined Solution11 February 2005
The combined solution will allow customers to collaborate with colleagues, access availability and presence information, and seamlessly manage phone calls among computers and desktop phones, using either existing PBX or next-generation IP networks. The converged communication applications can be deployed without "ripping and replacing" the existing infrastructure, due to the inherent interoperability of GETS with leading PBXs and IP telephony, thus avoiding significant capital expenditures.
"With 'Istanbul' and Alcatel's Genesys, we are allowing enterprises to leverage existing or future infrastructures, bringing together telephone and computer capabilities for increased collaboration and productivity," said Anoop Gupta, corporate vice president of the Real-Time Collaboration Business Unit at Microsoft. "Bridging the gap to the PBX has allowed Microsoft to build on its collaboration vision and provide telephony integration to enterprise users worldwide."
Instant messaging users are already using collaboration and presence functionality to see if colleagues and others are online and chatting, and the user experience will be significantly enhanced with telephony integration. GETS will extend presence and provide control of phone calls via "Istanbul" and other Microsoft Office applications. GETS leverages a Session Initiation Protocol ( SIP ) interface for Live Communications Server 2005, based on the European Computer Manufacturer Association ( ECMA ) TR-87 industry standard, and allows business users to communicate across a multivendor PBX environment. The product is designed for the largest companies in the world, supporting more than 10,000 users even in the earliest versions. It enhances Live Communications Server 2005 and enables instant messaging users to do the following:
Manage presence-based call forwarding
Click to dial from their PC
View telephony presence with availability information visible to users on "buddy" lists
See a caller's name and contact details on their desktop at the moment a call arrives and answer the call with a single mouse click
When working away from the office, dynamically "grab" calls going to their desk phone and answer from their current location
Receive e-mail notification of missed calls, with accompanying caller contact details
"The convergence of communications and business applications represents a key component for delivering on our software and applications strategy," said Jean-Christophe Giroux, president of Alcatel Enterprise Solutions activities. "This announcement underscores our commitment to bring new dimensions to enterprise communications that will result in better productivity and improved business processes."
"By providing telephony integration with 'Istanbul,' Genesys is able to move beyond the walls of the contact center and into the enterprise, where we continue to add business value," said Wes Hayden, Genesys president and CEO. "Accessing and controlling phone functionality via the computer provides a great opportunity to simplify business interactions and enhance collaboration with business contacts."
Availability
The combined collaboration solution leveraging GETS, Live Communications Server 2005 and Istanbul will be available in the first half of calendar year 2005.
About Microsoft
Founded in 1975, Microsoft ( Nasdaq "MSFT" ) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.
About Genesys Telecommunications Laboratories, Inc.
Genesys Telecommunications Laboratories, Inc., an Alcatel company, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource -- the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.
About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
Microsoft is a registered trademark of Microsoft Corp. in the United States and/or other countries.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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Source: I-Newswire
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