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PSS Partners with Genesys to Provide Applications and Support for Genesys Voice Platform 8
PSS is one of the first key partners to offer voice portal solutions, applications and comprehensive support for the leading voice platform from Genesys New York, NY (PRWEB) August 19, 2008 — PSS today announced it is one of the first key partners to offer voice portal solutions, applications and comprehensive support for Genesys Voice Platform (GVP) 8, introduced at SpeechTek in New York, August 18-20, 2008. GVP 8 is a major new release of the leading voice platform from Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU). PSS helps customers transition gracefully from a legacy to a next-generation contact center infrastructure based on open standards like VoiceXML and SIP. The Genesys Voice Platform has been one of the preferred IVR platforms by PSS customers in their transition plans. Key features in GVP 8 allow PSS to better leverage its self-service and live assistance expertise to increase development and operational efficiencies:
GVP 8 has a unique development console that streamlines application development. GVP now provides a single unified development environment for customer interaction management. Developers and customers can leverage business rules that gather relevant information from back-end applications or workflow to control the process and understand the context of a call.
The iCFD is a transformative solution bundle, focused specifically on improving the customer experience. By using information from back-end systems, call center resources and customer preferences, the iCFD intelligently directs each call to the best service, whether self or assisted. It consolidates business routing strategies into one central location which allows the business owners to decide where and how to deliver the best service. The iCFD is a solution where partners such as PSS play a key role - delivering the ultimate capability tailored to the customer’s specific needs. GVP 8 will come with built-in integrations for the iCFD. GVP 8 is also a single common next-generation platform that brings together two key Genesys voice platform lines - GVP and VoiceGenie - into one system. PSS is one of only three companies that had deployed both Genesys and VoiceGenie systems within its customer base at the time of the Genesys/VoiceGenie merger in 2006. Demand for GVP 8 continues to be very strong among PSS customers planning their next upgrade. “The new version of GVP is designed for integration in ways that leverage investment into Service Oriented Architectures (SOAs),” explained Kip Heuertz, Program Manager at Opus Research. “The partner-friendly approach creates opportunities for PSS to apply its years of experience to integrate GVP 8.0 into its customers’ IT infrastructure.” “Genesys is an excellent partner,” said Todd Funk, CEO, PSS. “Its strong product offering is a key part of the next-generation contact center solutions we provide to our customers.” PSS has invested a significant amount of resources toward testing, implementation and supporting solutions based on GVP and the Genesys Customer Interaction Management (CIM) platform. Because of PSS investment, Genesys and PSS have partnered to deliver comprehensive and dynamic contact center solutions that integrate seamlessly and provide a high level of end-user customer satisfaction.” “Our partner ecosystem is a critical element of our go-to-market strategy,” said Paul Segre, president and CEO, Genesys. “PSS is working closely with us to bring to market the joint offerings and services that enable our customers to be successful quickly.” For more information about PSS, please visit www.psshelp.com. For more information about Genesys or the Genesys Partner Program, please visit www.genesyslab.com. About PSS About Genesys Telecommunications Laboratories, Inc. About Alcatel-Lucent See Also:
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