Alcatel-Lucent extends its contact center solution with expanded offerings

Alcatel-Lucent introduces Genesys Compact edition and extends contact center solution portfolio with expanded offerings.

Alcatel-Lucent announced today that it has significantly extended its Genesys portfolio of contact center solutions by further integrating key products into a multiplatform, open environment.

These moves are part of a key initiative for the Alcatel-Lucent Enterprise Market Group to leverage the Genesys brand and tap into the Genesys best-of-breed offerings that were previously separate from Alcatel-Lucent’s enterprise portfolio, enabling a broader range of solutions. 

Alcatel-Lucent is extending the open platform approach of its Genesys solutions by integrating the Alcatel-Lucent OmniTouch™ Premium Edition, which bundles Genesys contact center solutions with the Alcatel-Lucent OmniPCX™ Enterprise Communication Server (a PBX), expanding it to become multiplatform, beginning with the Genesys SIP (Session Initiation Protocol) server.

As part of this move, the OmniTouch Premium Edition will be rebranded as Genesys Compact edition. Aimed at mid-market enterprises with up to 150 agents, Genesys Compact embraces a software-driven approach that enables enterprises to migrate smoothly from legacy PBX systems to a more flexible SIP environment to support the trend toward IP telephony. It takes an open approach that enables companies to maintain existing switching infrastructure and move at their own pace to new infrastructure based on SIP because it supports both SIP and proprietary legacy PBX systems.

Genesys Compact edition will feature simplified configuration and administration for mid-sized enterprises while giving them access to such sophisticated customer contact center capabilities more typically found on larger systems. Genesys will begin working with initial definitional customers for the Compact edition starting in July with broad product availability targeted for the fourth quarter of this year.

A cornerstone of this mid-market offering is a software cockpit, the Alcatel-Lucent Visual Contact Center, that integrates in a single user interface all the tools required to configure, control and measure contact center activities. The Visual Contact Center interface will be available as an option for the Genesys contact center solutions for simple voice environments. The Visual Contact Center also complements the sophisticated set of role-based interfaces that were introduced with the Genesys 8 Software Suite, announced earlier this month.

On the high-end, Alcatel-Lucent offered a comprehensive advanced contact center solution that combined Genesys and the OmniPCX under the OmniGenesys name, which tightly integrated the Alcatel-Lucent platform with Genesys software. The OmniGenesys will be renamed Genesys. Its tight integration enables enterprises to quickly synchronize the configurations of the OmniPCX platform and Genesys software, so any changes made to a single agent automatically updates the system. It also provides control over how voice callers are greeted through Genesys software and integrates reporting. For more information, please go to:



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