Genesys, a provider of customer experience solutions, and Deutsche Telekom, a provider of cloud-based contact center solutions, have expanded their strategic relationship to deliver an integrated, cloud-based contact center solution to small and midsized companies, and manage any customer interaction channel including voice, Web, mobile, and social media.
This enhanced relationship advances Telekom Deutschland's Contact Center Suite, which is based on Genesys' Contact Center Platform. Starting in 2013, Telekom Deutschland will offer Genesys' integrated solution as a cloud-based, pay-per-use service.
This new offering targets small and midsized contact centers that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles. These companies will benefit from a customized, pre-configured, contact center solution.
The cloud-based Genesys Contact Center Suite supports any interaction channel, including voice, traditional letter, fax, email, text messages, chat, Web, and social media. Agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.
"We're excited about this enhanced cooperation with the Genesys premium brand," says Peter Schamel, vice president of value-added solutions at Telekom Deutschland, in a statement. "Genesys is an ideal partner for us because they allow us to innovate our portfolio with holistic and scalable customer dialog solutions. This alliance underscores our role as a top-notch service provider for contact centers of every size."
"Our integrated solutions enable contact centers to deliver outstanding customer service," emphasized Andreas Lendner, vice president of the DACH Region for Genesys, in the statement. "The strategic relationship with Telekom Deutschland, a specialist for contact centers cloud-based computing, opens up new markets for us and enables small and midsized companies to now benefit from the world's leading contact center software."