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Genesys and Telekom Deutschland Announce New Cloud-Based Contact Center Solution

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Genesys and Telekom Deutschland Announce New Cloud-Based Contact Center Solution

September 13, 2012
By Sujata Garud
TMCnet Contributor

Genesys and Deutsche Telekom (News - Alert) have expanded their strategic partnership. The relationship will deliver an integrated, cloud-based contact center solution to small- and medium-sized enterprises (SME), and manage any customer interaction channel including voice, web, mobile and social media.

"We're excited about this enhanced cooperation with the Genesys (News - Alert) premium brand,” said Peter Schamel, vice president of value-added solutions for Telekom Deutschland Germany. “Genesys is an ideal partner for us as 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."

The relationship advances Telekom Deutschland's Contact Center Suite, based on Genesys' leading Contact Center Platform. Starting in 2013, Telekom Deutschland will offer Genesys' integrated solution as a cloud-based – or pay per use – service.

This new offering targets small and mid-size contact centers that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles.

These companies will benefit from a customized, pre-configured and innovative contact center solution.

The cloud-based Genesys Contact Center Suite supports any interaction channel including voice, traditional letter, fax, e-mail, text messages, chat, Web and social media. Agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.

"Our integrated solutions enable contact centers to deliver outstanding customer service,” said Andreas Lendner, vice president of DACH region for Genesys. “The strategic relationship with Telekom Deutschland – a specialist for contact centers cloud-based computing – opens up new markets for us and enables [SMEs] to now benefit from the world's leading contact center software."

Genesys, a provider of customer experience solutions, recently expanded its relationship with Empirix. As per the agreement, the companies will now jointly offer Genesys Testing as a Service (GTaaS) powered by Empirix (News - Alert) to their mutual customers. This flexible test service enables contact centers to quickly and cost-effectively ensure the customer-agent experience prior to deployment. GTaaS preempts issues from impacting live environments and speeds ROI by accelerating the deployment of new contact center investments.

The companies have come together to offer end-to-end testing of IP, contact center, unified communications and mobile solutions, with no equipment to purchase.

GTaaS combines industry-leading Empirix Hammer Test technology with customizable services for validating the scalability and performance of new or modified voice self-service applications and the infrastructure and networks they rely upon. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Braden Becker
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