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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.

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Edited by Amanda Ciccatelli

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