PSS has announced they have partnered with Genesys to provide applications and support for the Genesys Voice Platform 8. This new platform, first introduced at SpeechTek in New York, August 18-20, 2008, helps customers transition gracefully from a legacy to a next-generation contact center infrastructure.

 

Paul Segre (News - Alert), president and CEO, Genesys said: "Our partner ecosystem is a critical element of our go-to-market strategy. PSS is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly."

Todd Funk, CEO, PSS added, "Genesys is an excellent partner. Its strong product offering is a key part of the next-generation contact center solutions we provide to our customers."

 

GVP 8 as it is more popularly known is a major new release of the leading voice platform from Genesys Telecommunications Laboratories. PSS customers have always preferred this IVR platform from Genesys as it helps them move slowly and steadily from a legacy to a next-generation contact center infrastructure based on open standards like VoiceXML (News - Alert) and SIP.

 

Kip Heuertz, program manager at Opus Research said: "The new version of GVP is designed for integration in ways that leverage investment into Service Oriented Architectures (SOAs). The partner-friendly approach creates opportunities for PSS to apply its years of experience to integrate GVP 8.0 into its customers' IT infrastructure." 

The Integrated Development Environment Composer and Built-In Integration for the intelligent Customer Front Door (iCFD) features in GVP allows PSS to put its self-service an d live assistance expertise to better use, thus increasing development and operational efficiencies.

 

While the unique development provides a single unified development environment for customer interaction management, the iCFD is focused on improving customer experience. It uses information from back-end systems, call center resources and customer preferences to direct each call to the best service, whether self or assisted.

The contact center solutions from PSS and Genesys have been designed to provide a high level of end-user customer satisfaction. This is a result of the time money and experience that PSS has put in to the resources required for testing, implementation and support of the platform.

PSS helps organizations to gradually shift from legacy to next generation contact center infrastructure like VoiceXML, SIP, CTI, SOA, and Web Services. PSS customers include American Express (News - Alert), AT&T, US Airways, and United Healthcare.

 

Genesys laboratories Inc. is an Alcatel-Lucent company. Headquartered in Daly City, CA (News - Alert), Genesys is the only company that focuses 100 percent on software to manage customer interactions over the phone, web and e-mail. They aim at helping to reduce customer frustration, driving efficiency, and accelerating business innovation.