Genesys (News - Alert), an Alcatel-Lucent company has long offered proven and popular software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources via self-service, assisted-service and proactive outreach that directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.

 

And Genesys users now have access to the latest release of CounterPath (News - Alert) Corporation's Bria multimedia softphone. Genesys has certified Bria for use with the Genesys 8 SIP Server, providing its customers with a fast, cost-effective way to deploy VoIP and video calling services within their contact centers and to home-based agents.

 

Softphones like CounterPath's Bria provide cost-effective, extremely flexible, versatile and desk-space-saving options to hulking and clumsy desktop phones. They are also greener in that there is no hardware to throw out and recycle. And they do not break, have to be repaired and/or replaced: a major consideration in high wear-and-tear environments like contact centers.

 

To simplify Bria's integration with Genesys contact center desktop applications, customer options include the following:

 

*The Genesys 8 SIP Endpoint SDK, based on CounterPath's SDK technology, for members of the Genesys developer community members to build and integrate SIP endpoint connections for their custom desktop applications

 

*CounterPath's Bria 3.0 multimedia softphone certified for use with the Genesys 8 SIP Server as a stand-alone softphone

 

Genesys will be offering an integrated SIP Endpoint and SIP Endpoint Module, based on CounterPath technology, for a future release of its next generation desktop; Genesys 8 Interaction Workspace.

 

Genesys 8 provides visibility into customer data and standard response information so contact agents can quickly and effectively handle calls. With the addition of CounterPath's Bria multimedia softphone, Genesys customers now have access to a highly secure, standards-based softphone that enables voice and high-definition (1280x720p) video calls between agents and supervisors.

 

Bria supports a variety of operating systems, including desktops and laptops running Linux, Mac and Windows, and operates on any wired or wireless IP network, including 3G/4G and Wi-Fi. This flexible design enables contact center operators to significantly reduce the cost of providing unified communications (UC) solutions to agents and employees, all without the need to install dedicated telephony hardware on each desk.

 

The integration of Bria also provides Genesys customers with:

 

*Seamless, Genesys-certified integration, enabling fast, cost-effective implementation in variety of contact center environments

 

*An intuitive interface that makes it easy for call center agents to perform common tasks such as placing and receiving VoIP and video calls, identifying at a glance which contacts are available and sending instant messages

 

*Support for third-party application control, which enables the contact center applications to manage the calling experience more efficiently

 

*A wide variety of configuration options to meet each contact center's unique requirements

 

 "Genesys' certification of Bria is the latest example of CounterPath's momentum in the contact and call center markets, which represents a major opportunity for our company," said Robert Brown, vice president of marketing for CounterPath. He added, "Bria gives Genesys customers a flexible, sophisticated and unified VoIP and video solution that is easy to implement and easy to use. The combination of CounterPath and Genesys is a win-win-win for both companies and Genesys users."

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