The five-year agreement between two leaders in their respective industries signals stepped up demand for distributed contact center solutions. The joint venture will offer a “parity product,” in that Genesys Labs has already experienced success offering “managed services” and a variety of voice ASPs, like Convergys, Verizon Business Systems and IBM already offer flexible business relationships with clients. All will join smaller firms like Tellme, Intervoice, Intelemedia, Syntellect and others to use IP-telephony, speech processing and Web services infrastructure to obliterate the line between premises-based and network-based self-service.

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