Telstra chooses Genesys to provide enhanced services for customer interaction centers

Genesys Telecommunications Laboratories Inc., a global provider ofEnterprise Interaction Management (EIM) and network Computer TelephonyIntegration (CTI) software solutions, has formed an alliance with Telstrato provide Australia’s first full-service network for customer interactioncenters.

Genesys Telecommunications Laboratories Inc., a global provider of Enterprise Interaction Management (EIM) and network Computer Telephony Integration (CTI) software solutions, has formed an alliance with Telstra to provide Australia’s first full-service network for customer interaction centers.

The new service, known as Callex CTI, will enable Telstra to offer business customers the full infrastructure and value-added services they need to manage customer relationships over the phone. By combining the service delivery and operations of Telstra with Genesys’ innovative EIM products, Callex CTI will provide CTI as a transaction-based service, so that Telstra customers do not need to invest in setting up the system themselves.

"This alliance between Genesys and Telstra represents a significant step in the evolution of the telecommunications provider from traditional voice carrier to value-added solutions provider,” said Edmund Ang, Vice President of Asia Pacific, Genesys Telecommunications Laboratories Asia.

"Customer relationship management has become paramount for businesses," said Ken Lock, Telstra's Manager for Advanced Network Solutions. "The use of network-based solutions such as Callex CTI within a call centre can help businesses focus on the challenge of turning a call centre into a customer relationship contact centre."

The trend towards outsourcing CTI services to telecommunication carriers is supported by recent independent industry research which estimates that 35 per cent of all call centre agents worldwide will use network-based services as their primary call distribution mechanism. The main advantage to business subscribers is that they can take advantage of the economies of scale offered by third-party resources as well as new technologies as they become available -- without the need for up-front investment.

"The announcement underscores the expanding reach of the Genesys Enterprise CTI solutions into telephone company networks. The benefits of the Genesys solution set remain the same for users of our technology, whether the service is purchased or leased from telecommunications providers like Telstra. Genesys technology enables increased customer service, enhanced call centre productivity and improved bottom line results," said Edmund Ang.

The Callex CTI solution

Callex CTI’s three new solution sets -- Intelligent Routing, Screen Pop (CTI) and Reporting -- will provide additional functionality to Telstra’s inbound solutions -- Freecall 1800, Freecall One8, Priority One3 and Priority 1300. The new service is being built on the strength of Telstra’s own Genesys-based CTI infrastructure which has been developed over the last 18 months. Callex currently offers a range of flexible network-based Interactive Voice Response (IVR) capabilities that can be used independently or in combination with the new offerings.

The new solution will utilise Genesys’ multi-tenant EIM products to provide dynamic interworking between a customer’s environment and Telstra’s network. This will enable Australian business customers to have scalable, low risk, managed services from one supplier. In future, Callex CTI will be further developed to include applications such as E-mail and Web services, ensuring that the network-based solution continues to support the introduction of new services as they are needed.

About the Genesys Suite The Genesys Suite enables a complete, integrated set of interaction management solutions, ranging from integrated screen pop to outbound dialling to Internet contact centre capabilities. It is based on a highly unique, award-winning architecture that is media-neutral, affording a single, integrated communications framework; infrastructure-independent, protecting existing and future IT investments; and highly scalable, ready to adapt to changing business needs. In addition it offers a real-time view, enabling companies to respond to customers with the most up-to-date data and to evaluate instantly the status of enterprise interactions to allocate resources most effectively.

About Genesys Genesys Telecommunications Laboratories, Inc. (NASDAQ: GCTI) pioneered the field of Computer Telephony Integration (CTI) and today is a market-leader in Enterprise Interaction Management software. The Company's interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the call/contact centre and across the enterprise. Genesys' open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including: integrated screen pop, load balancing, workforce management, outbound dialling, data-driven routing, blended inbound/outbound, and Internet contact centre capabilities. Genesys' solutions architecture grows with the enterprise and supports customer preference in communications channels -- voice, Internet, E-mail etc.

Headquartered in San Francisco, Genesys serves over 500 customers in North America, Europe, the Asia/Pacific and Latin America via 32 sales offices and a select group of industry-leading solution providers. Genesys serves the Asian market through its regional office in Singapore and through partners including Compaq, MISNet, NCR, Siemens, Sema Group, TP Group and Unisys to provide call/contact centre systems for use in broad-ranging systems integration and data warehousing contracts. Genesys also has local offices in Japan, Korea and Australia.