SAN FRANCISCO-Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel, and Deutsche Telekom have announced Contact Routing Solutions, a range of managed services for customer contact centers. The companies said the new solution will give businesses the benefits of centrally managed, integrated voice and Web-enabled contact centers and enable them to link multiple contact center sites and agents over the Deutsche Telekom intelligent network.
Contact Routing Solutions uses Genesys’ G6 Suite, which includes advanced network-to-agent routing capabilities and e-mail management, chat, Web call-back and Web collaboration support. The solution enables businesses to connect customers with the best-skilled, best-suited agent for their needs.
