IBM and Genesys solutions

Genesys Telecommunications Laboratories is a leading provider of universal queue contact center solutions. Together, IBM and Genesys help companies transform call centers into next-generation multi-channel contact centers. Our solutions help organizations deliver highly personalized customer care across a broad range of communications channels.

The integration between IBM and Genesys technology allows a customer to move in and out of self service and assisted service without having to repeat information about themselves or their transaction.

• Provide customers with the information and services they need promptly, accurately and conveniently through the channel they choose.
• Segment customers and deliver specialized service based on value and specific needs.
• Maximize revenue per customer with cross-selling and up-selling opportunities.

This alliance combines IBM's industry consulting and integration services experience with the skills and capabilities of the Genesys solutions. IBM and Genesys provide self-service voice solutions with IBM WebSphere®, Voice Server, Voice Application Access, Translation Server and Genesys Voice Platform. If combined with Genesys Customer Interaction Management Platform, the customer can have a complete robust contact center solution.