Alcatel-Lucent has hired advisers to find companies that will acquire its Enterprise Business Unit. This part of the business sells office telephones, PBXs and network gear but, most importantly from Opus Research’s point-of-view, it is where Genesys Labs has come home to roost.
Genesys
Genesys-Alcatel/Lucent Offer “No Name” Developer Resources
The main issue that both Genesys and Alcatel-Lucent was how the combined company will support third-parties.
Recombinance Results in “Social CRM”
“Social CRM” is an evolutionary link as the providers of contact center infrastructure embrace peer-to-peer communications, ratings and social networks.
Genesys “GValidates” OpenMethods RightNow Adapter
There is a fully tested integration between the RightNow’s On Demand Agent Desktop and the Genesys Customer Interaction Management through OpenMethods’ RightNow Adapter.
Genesys UC-Connect: A Link to Collaborative Customer Care
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UC-Connect, from Alcatel-Lucent’s Genesys Telecommunications Labs, makes significant strides toward collaborative customer care. The mechanism derives “agent state” and leverages “presence” information in tracking the availability of remote and back-office employees. However, its “Interaction Preview and Auction” could be a game changer in promoting more collaborative customer care.
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Orange Business and Aspect Boost OCS Claims
Both Orange Business and Aspect are taking decidedly Microsoft flavored approaches to enterprise-wide unified communications deployments.
Genesys’ UC-Connect Debuts Today
Genesys has formally launched UC-Connect, a software suite that tightly links Genesys branded Customer Interaction Management (CIM) resources with IBM SameTime, Microsoft Office Communications Server 2007, Siemens OpenScape and parent company Alcatel-Lucent’s MyInstant Communicator.
Nuance Announces First Grads from Technical Certification Program
Nuance recently announced that Avaya, Genesys, Intervoice/Convergys, Holly Connects and SwampFox had employees who were among the first graduates of a new technical certification program offered by Nuance Speech University. Certification indicates proficiency in a number of areas designed to give enterprise customers confidence that their vendors or integrators will be putting Nuance technology to best use on their callers’ behalf.
Genesys Trifecta: Conversational Access Across Many Media
Alcatel-Lucent’s Genesys Telecommunications Labs is making some very interesting announcements today at G-Force, its annual customer forum. The overall announcement is centered a key initiative called Cross Channel Conversations (CCC). It is a customer care solution which treats email, voice, Instant Messaging and SMS text as part of a single conversation.