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Genesys One Gives Mid-Market a Second Shot

Genesys is making a play for the middle market with the release of Genesys One. The last time the company targeted the middle market was more than 10 years ago, when it was owned by Alcatel. Since then, the middle market has changed significantly. Both customer needs and buying behavior have chang...

VENDOR WATCH

Moving as Fast as We Can: Q&A With inContact CEO Paul Jarman

Right now, about 2 percent of the contact center infrastructure market uses Software as a Service, said inContact CEO Paul Jarman, citing research by Gartner. That statistic seems reasonable, given that the contact center infrastructure space has traditionally been dominated by on-premise players --...

EXCLUSIVE INTERVIEW

Web 2.0 Stars Are Aligning: Q&A With Genesys CEO Paul Segre

Genesys has always been a distinct entity within the Alcatel-Lucent line of divisions, products and services. On Jan. 1, though, it was folded into a larger group called the "Applications Software Group." Genesys' mission of offering contact center products and services geared toward enterprises and...

Study: IP-Based Contact Centers Speed Product Churn

At $2.4 billion, the global contact center marketplace has grown mature. However, trends in the industry are still driving much growth in the space, according to a newly released report by Gartner that looks at the market and its players. These trends include a move to IP-based systems, which in tur...

SaaS in East Asia, Part 2: Expanding to SMBs

Although in its infancy, the market for on-demand application systems, including Software as a Service, is taking root and growing rapidly in East Asia, as was seen in Part 1 of this series. Springboard Research sees SaaS revenues in the region growing 80 percent annually between 2006 and 2010 from ...

RightNow, Genesys Team on Telephony App

RightNow Technologies and Genesys will combine their customer service application suites to deliver a joint offering available the end of May. The end result will be prebuilt, integrated computer telephony integration functionality in the RightNow suite and, as an added bonus for the company, access...

Genesys Upgrades Analytics, Self Service Solutions

Genesys has introduced a major upgrade to its contact center product line, the Genesys 7.5 Customer Interaction Management Platform, and also released VoiceGenie 7.1, which offers built-in support for video contact centers. The contact center application builds upon several earlier developments Gene...

Microsoft Readies Major Update to Dynamics CRM

Microsoft Dynamics is readying for this summer's launch of its next major CRM application -- a Software as a Service application that will be delivered on a multi-tenant platform. The rollout will enhance the competitive position of the division's CRM tools in the small and medium-sized businesses s...

Oracle’s Siebel Still Dominates CRM Landscape

Siebel led a list of top CRM applications ranked according to their size and expertise in eight vertical markets in a recent IDC report. Not surprisingly, Oracle's other CRM solutions -- thanks to multiple acquisitions over the last several years -- also dominate a majority of the categories. Howeve...

New Genesys Releases Target Ease of Deployment

Genesys has released two products aimed at easing deployment of the Genesys Voice Platform by two of its user constituencies: managed service providers of Genesys applications and companies that have implemented both SAP and Genesys. The Genesys Customer Interaction Portal for Self-Service signals a...

Genesys Updates Voice, Workforce Management Software

Genesys has updated its contact center and workforce management software suites. The former adds intelligent contact center routing functionality in a software-only application. The latter update includes the ability to dynamically reschedule agents in the middle of the day in response to call volum...

Outbound Dialing Market Saturated but Steady

The global outbound dialing market -- dominated by equipment vendors including Aspect, Avaya, Genesys, Nortel and Cisco -- not only is saturated in many regions, especially North America, but also is facing stiff headwinds, according to a new study by Frost & Sullivan. These challenges include a...

Genesys Goes After Market Share With VoiceGenie Buy

Genesys has announced plans to acquire VoiceGenie, a provider of self-service voice applications -- a move that is expected to solidify the drive to determine which standard will dominate the industry. The acquisition of the privately held firm, which is expected to close in a few weeks, will also a...

Microsoft, Alcatel Partner on Contact Center Offering

Microsoft and Alcatel expect to deliver a product next month that will target mid-sized companies with contact centers around the world. The two companies announced their intentions on Wednesday. The new product will be based upon Alcatel's OmniTouch Contact Center Premium Edition and Microsoft Dyna...

IBM Makes Speech Code Open Source

IBM today announced it is contributing proprietary voice-recognition software to two different open-source software groups. The Apache Software Foundation will receive Reusable Dialog Components (RDCs), used for handling simple words for dates, times and locations. In addition, IBM is proposing a pr...

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