Continuing to leverage its open platform approach, Genesys Telecommunications Laboratories has reached a major milestone by shipping its 100th enterprise customer using Genesys with Cisco CallManager.
Genesys, which emphasised its continued commitment to supporting all IP platforms, can be deployed on top of a softswitch providing telephony capabilities from vendors such as Alcatel-Lucent, Avaya, Broadsoft, Cisco, Nortel, Siemens and Sonus.
The growth in Genesys’ success with Cisco is part of a broader trend in which Genesys continues to gain ground in the IP market.
"Our ability to leverage any environment and to add value by extending the capabilities of other IP infrastructure has played a significant role in our success," says Wes Hayden, president and chief executive officer for Genesys. "We are proud to continue that tradition by supporting our customers’ needs for Cisco customers."
Genesys has also upgraded its service response, as a result of the significant customer demand for Genesys running on Cisco CCM, to tier 1 level service for all customers.
"The Genesys IP Contact Centre Solution on top of Cisco CallManager enables ICA to realize our goal of providing customers an easy to reach, single phone number to reach the most appropriate agent within our centralised virtual contact centre," says Orjan Cedar of ICA. "ICA can now handle inquiries more efficiently and cut contact centre costs by 10% over a three-year period."