Genesys Telecommunications Laboratories announced a new Genesys Session Initiation Protocol (SIP) contact centre solution that provides customer interaction control for any SIP-enabled infrastructure, regardless of vendor.
On the release note, Genesys says its SIP solution handles contact interaction control among SIP-enabled devices, such as gateways and end-points. The solution provides agent state tracking and monitoring functions, and delivers a complete set of interaction management functions needed in a contact centre, including customer segmentation, call queuing, call routing, reporting, and call control. The solution takes traditional end-to-end IP calls and mediates them as a central IP server. It is integrated into the open, standards-based Genesys Customer Interaction Management Platform for managing and tracking customer contacts from beginning to end.
Among the technology benefits pointed are Flexible IP Deployments/Migration, Hardware Consolidation and Integration to Non-CTI Enabled Soft-Switches.
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