Call Center Solutions Featured Article
Genesys Gains Rights to Customer Interaction Portal with Acquisition of SDE
January 22, 2009
SDE’s flagship product is a Web-based thin client software solution, called Genesys (News
) Customer Interaction Portal. It helps service providers deliver hosted contact center capabilities-- self-service and agent-assisted service-- to enterprise customers. A key part of Genesys’ hosted contact center solution strategy is the customer interaction portal.
With this acquisition, Genesys gains the Genesys Customer Interaction Portal (GCIP) product, all related intellectual property and the intact SDE development team.
According to Sheryl Kingstone, director of the Yankee Group's (News
) Customer-Centric Strategies service, customer service software needs to be able to support Anywhere Enterprise. As the environment of a contact center becomes more dynamic, software needs to be implemented to help streamline operations and enhance productivity and service.
“Contact centers are not just located in a single location today, and the technology needs to reflect that. In addition, for service providers to expand their offerings, they cannot be limited to premise-based offerings. Portals are a critical need and we are seeing the rise of software as a service because virtualization and choice of deployment is becoming so important,” explained Kingstone.
Hosted service providers and enterprises will both benefit from Genesys’ acquisition of SDE, as service providers will look for new product offerings that deliver high value to enterprise customers.
With GCIP, enterprises can uncover the common barriers that affect service deliver, including the complexity and time it takes a service provider to put together, deploy and maintain multiple service offerings to a wide ranging customer base.
With enterprises often requiring multi-tenant provisioning and flexible application control capabilities, with GCIP they gain simplified access to and control of their contact centers through its anywhere-based Web portal. By increasing the efficiency to create new offerings, GCIP increases revenues and provides more profitable business models for the hosted contact center services market.
“Forward-looking service providers recognize that enterprise users have high demands for both control and flexibility in their hosted customer service solutions such as call centers. Adding SDE to Genesys sustains the total solution that delivers this agility and level of control, and helps us deliver on the promise of enabling service providers to create innovative, profitable products to sell to their customers, which is one of the key values in forming the Alcatel-Lucent Application Software Group,” said Nicolas De Kouchkovsky (News
), president of Genesys.
“Genesys is a natural fit to acquire the GCIP technology through our SDE spin-off. The fact that the engineering team will now work for Genesys is testament to the world class skill set, engineering best practices and ability to deliver that we consider hallmarks of our operation,” Peter Nowack, managing director of VoicInt.
The companies did not disclose the financial terms of this cash transaction, but it will not have a material impact on Alcatel-Lucent (News
Genesys also announced
today the acquisition of Canada-based Conseros
, a company that supplies business applications.
Conseros’ applications help enterprises to manage and distribute work items in large volumes to anywhere within the enterprise. This capability gives business users visibility and the ability to better manage the responsibilities, priorities and people who are responsible for service delivery.
SDE is a company formally part of VoicInt, a provider of unified contact center solutions, specializing in deployments of Genesys CTI (News
) environments whose common, standards-based software platform gives organizations complete, enterprise-wide functionality that helps them succeed by enhancing productivity and providing the most effective customer service.
With VoicInt's GAdvance Suite, contact center operators gain the capabilities of their business and achieve sustainable increases in productivity through integrated holistic process management.
The company is an established OEM supplier to Genesys, and has recently spun off its successful carrier class provisioning solution in an effort to refocus its entire engineering workforce on the further development of the GAdvance product portfolio.
Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.
Edited by Michelle Robart