Genesys Launches VoiceXML Sandbox for Contact Centers

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Genesys launches new VoiceXML Sandbox for contact centres

* Enables enterprises to easily develop and test new voice self-service applications without technical or financial barriers

WOKINGHAM, May 11, 2007 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today launched a new VoiceXML Sandbox for contact centres. The Sandbox enables organisations to easily implement voice self-service applications into their inbound operations without the technical risks or financial burdens previously associated with deploying speech technology. For the first time, IT and telecommunication departments will be able to develop and test VoiceXML-based speech protocols on a single machine, with the option to integrate data from existing enterprise web applications – significantly decreasing cost to the enterprise.

The VoiceXML Sandbox is aimed at the large number of organisations that are looking to make the first steps into the speech self-service arena. Core components of the package include the Genesys Voice Platform and the IBM WebSphere Voice Server. It will ship with a pre-configured SIP-based VoIP telephony environment, including freeware SIP Softphones. As part of the package, Genesys Professional Services consultants will set-up and test the technology on-site, and the service also includes one year’s technical support from Genesys and IBM.

“Many enterprises struggle to get onto the first step of the self-service ladder – often because of the seemingly vast financial and technical obst acles of implementing a new voice application,” commented Stuart Mackie, Business Development Director at Genesys. “The new Sandbox is perfect for IT and telecommunication departments that want to start exploring the benefits of voice self-service in their inbound operation. It provides a straight-forward way to develop and test sophisticated VoiceXML-based speech applications without having to connect to a telephone switch. Once self-service protocols are installed, they can then be used throughout the enterprise to process hundreds of inbound calls a day.”

“The new VoiceXML Sandbox represents the strong and growing relationship between IBM and Genesys in developing speech technology solutions for the contact centre,” added Brian Garr, program director for enterprise speech, IBM. “This product will enable our partners to easily implement voice self-service applications into their inbound call processes, without having to spend a large amount of money on different devices. The package that Genesys is offering allows organisations to benefit from the collective expertise of both companies.”

The VoiceXML Sandbox package includes: four ports Genesys VXML Platform (VoIP or PSTN), four ports IBM Websphere Voice Server (WVS), five days training for one participant (GVO, 1day and GSD, four days), two days Genesys Professional Services, one year technical support (8hrx5d), and VoIP SIP Telephony Server and SIP Softphones.

For more information about IBM, go to www.ibm.com/websphere

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfil customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com

Media Contact:
Lucille Jackson, Genesys, 0118 9747100, [email protected]
Duncan Burford, IBA – PR for Genesys, 01780 721433 [email protected]

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