Genesys and Deutsche Telekom Partner for Cloud-based Contact Center Solution

By Tracey E. Schelmetic
TMCnet Contributor

Contact center and customer experience solutions provider Genesys (News - Alert) has reportedly extended its partnership with Germany’s Deutsche Telekom GmbH to deliver integrated, cloud-based contact center services to small to medium-sized businesses (SMBs). The enhanced relationship between the two companies is expected to advance Telekom Deutschland's Contact Center Suite, which is based on Genesys' Contact Center Platform.

Starting in 2013, Telekom Deutschland will be offering Genesys' integrated service as cloud-based contact center service, allowing users to pay for only what they need and minimize their upfront investments in capital. The cloud-based Genesys Contact Center Suite supports any interaction channel including voice, fax, e-mail, text messaging, chat, Web and social media, allowing companies to serve their customers via the channels they prefer.

The new, coordinated offering targets small and mid-sized contact centers that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles. These companies are expected to benefit from a customized, pre-configured and flexible solution that can offer features SMBs often cannot afford with premise-based solutions.

“We're excited about this enhanced cooperation with the Genesys premium brand,” says Peter Schamel, VP Value-Added Solutions for Deutsche Telekom (News - Alert), in a statement. “Genesys is an ideal partner for us because they allow us to innovate our portfolio with holistic and scalable customer dialog solutions. This alliance underscores our role as a top-notch service provider for contact centers of every size,” he said.

“Our integrated solutions enable contact centers to deliver outstanding customer service,” emphasized Andreas Lendner, VP, DACH Region, for Genesys. “The strategic relationship with Deutsche Telekom —a specialist for contact centers cloud-based computing—opens up new markets for us and enables small and mid-size companies to now benefit from the world’s leading contact center software.”