With over 300K SIP seats, Genesys establishes a leading role within large global enterprises as the PBX-replacement alternative for extensive customer service environments

ORLANDO, Fla., Mar 26, 2012 (BUSINESS WIRE) — Genesys

News Facts:

– Genesys today announced at the Enterprise Connect Conference that it empowers more than 300,000 customer service agents through Genesys SIP Server. This strong momentum is based upon broad adoption of its leading customer service platform within Fortune 100 and Global 2000 enterprises, and the need within these organizations to extend their customer service operations beyond the four walls of the contact center.

– Over the past few years, large enterprises have rapidly replaced or complimented aging or inflexible PBX infrastructures in favor of SIP. SIP’s lower total cost of ownership (TCO), and the need to incorporate mobile, branch/remote workers, work-at-home agents, and collaborative applications are fueling the PBX-replacement market. Some of the largest SIP-based customer service implementations in the world are now based upon Genesys. Large enterprises such as TXU Energy, Ticketmaster, Adobe Systems, Thomas Cook, National Societe General Bank, Finansbank, Canal+, and Zon Multimedia have deployed thousands of agents based upon Genesys SIP Server.

– SIP provides the enabling and common software platform to support a range of interaction channels, new customer service applications, branch/remote workers, and work-at-home agents. By using a SIP-based solution, these capabilities can be can easily be deployed and operationalized within traditional customer service environments.

About Genesys SIP Server:

Genesys SIP Server is based upon the leading Genesys Customer Interaction Management (CIM) platform. Genesys SIP Server allows enterprises to virtualize their open-standard, IP infrastructures to reduce costs, boost performance, increase flexibility, and improve management control. Genesys SIP Server creates a single virtual resource pool across the contact center, back office, and remote locations while enabling a range of capabilities such as presence, IM, and video.

With these capabilities, companies can route customer requests to the right resource wherever that may be within the enterprise while providing “five nines” of reliability as well as E911 services in North America. To date, Genesys SIP Server is supported by a broad ecosystem that integrates with over 70 applications and devices from more than 30 partners.

More at www.genesys.com

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