TMCnet - World's Largest Communications and Technology Community

Genesys and Telekom Offer Cloud-based Contact Center Solution to SMBs

September 19, 2012
By Madhubanti Rudra, TMCnet Contributor

Customer experience solutions provider, Genesys (News - Alert) and integrated telecommunications provider Deutsche Telekom have decided to expand their strategic partnership to roll out an integrated, cloud-based contact center solution for small and midsized companies. Under the renewed partnership, the companies also agreed to jointly manage any customer interaction channel including voice, Web, mobile, and social media.

This enhanced relationship will allow Deutsche Telekom (News - Alert) to expand its Contact Center Suite, which is based on Genesys' Contact Center Platform. Starting 2013, the integrated solution will be offered as a cloud-based, pay-per-use service. This new offering will be capable of addressing the needs of small and midsized contact centers that typically require a flexible, economical solution. Eliminating the needs for expensive hardware or lengthy deployment cycles, the new solution will provide the contact center with a customized and pre-configured solution.

The Genesys Contact Center Suite supports any interaction channel, including voice, traditional letter, fax, email, text messages, chat, Web, and social media. Agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.

“Our integrated solutions enable contact centers to deliver outstanding customer service. The strategic relationship with Telekom Deutschland, a specialist for contact centers cloud-based computing, opens up new markets for us and enables small and midsized companies to now benefit from the world's leading contact center software,” Vice President of the DACH Region for Genesys Andreas Lendner explained in a statement.

In other news, Genesys announced the Genesys Connect for Service Cloud customer service solution, which is natively built on the Salesforce Platform, a cloud platform for social and mobile business apps.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Amanda Ciccatelli

Follow Us On:

Hosted Call Center Social Networks

Visit our call center industry resource library and learn how to optimize your contact center for maximum profitability.

Find these resources and more at


Featured Resources
inContact Dialer

The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

Download now ››

inContact Blended Media (Multi-Channel Routing)

Put your Customer First: Let them contact you in a way that is convenient for them by transforming your call center into a true multi-channel contact center.

Download now ››

The Next Revolution: Cloud Computing

It's never been a better time to have your head in the clouds—cloud-based software, that is. In today's economy, everyone is looking to reduce costs and improve efficiencies.

Download now ››

Personal Connection Outbound Solution

In the age of the customer, contact centers are always looking for new and better ways to ensure satisfaction with every interaction.

Download now ››

3-Minute inContact Tour

Transform your customer care. Watch our product and company overview.

Watch now ››

Featured Whitepapers
2013 Executive Priorities Report

Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities.

Download now ››

2012 North American Cloud Contact Center Solutions Company of the Year Award

Frost & Sullivan has over fifty years of experience as a global research organization.

Download now ››

Choosing the Right Cloud Contact Center Solution

Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

Download now ››

blog comments powered by Disqus

Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments:
Comments about this site:


© 2015 Technology Marketing Corporation. All rights reserved | Privacy Policy