IBM Corp. is teaming with Genesys Telecommunications Laboratories Inc. to deliver vertical market-specific contact center and customer relationship management applications. The companies initially will target telecommunications and financial services firms before expanding to other industries. Genesys, a subsidiary of Paris-based Alcatel, will provide contact center applications for phone, e-mail and Web-based interaction management. IBM, Armonk, N.Y., will provide business infrastructure technology and services.
The joint contact center system will include the integration of IBM's WebSphere Voice Response and Voice Server products. The companies will jointly market Genesys' contact center applications that have recently been optimized for use with IBM e-business technologies.
With the initiative, IBM and Genesys are broadening their global relationship. The firms already are designing systems using IBM voice technology for the CRM market, and Genesys has an existing systems integration and reseller agreement with IBM.
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