Cisco and Genesys sitting in a tree, k-i-s-s-i-n-g…


Field consultants rejoice! No longer should you pull your hair out when integrating Genesys CTI into a Cisco IP telephony infrastructure! Genesys has been accepted into the Cisco Developer Network. Notably the Genesys SIP Server v8.0.0 is now verified to work with Cisco Unified Communications Manager 7.

This is definitely welcomed news for consultants and customers alike. But consultants in the field probably shouldn’t get too excited as it’s a “dot oh” product from Genesys. And dot-oh is usually shortened to “D’oh!” when the consultant is on-site. As Genesys consultants often ask in dealing with dot-ohs, “When’s the next version coming out..?”

Official press release from Genesys below:

Daly City, California – February 4, 2010 – Genesys Telecommunications Laboratories, a software unit of Alcatel-Lucent, announced that it has joined the Cisco Developer Network as a registered developer within the Unified Communications technology category.  In addition, Genesys SIP Server, Version 8.0.0, has successfully completed interoperability testing with Cisco Unified Communications Manager, version 7.

The Cisco Developer Network (www.cisco.com/go/cdn) unites Cisco with third-party developers of hardware and software to deliver tested interoperable solutions to joint customers.  Members of the program share Cisco’s strong commitment to customer service and satisfaction and are required to undergo interoperability testing based on criteria set forth by Cisco.  With offerings such as Genesys SIP Server, Version 8.0.0, customers can more quickly deploy a broad range of Cisco Compatible business applications, devices, or services that can enhance the capabilities, performance, and management of their Cisco network.

* Interoperability testing is designed to simulate typical customer configurations, and does not replace the need for on-site testing in conjunction with actual implementation.

About Genesys and Alcatel-Lucent

Genesys, part of Alcatel-Lucent’s Applications Software Group, is the leader in software that manages customer interactions across all communication channels.  Enterprises use Genesys software to improve the customer experience, meet business goals, and optimize resources.  Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.  Enterprises can leverage their entire organization, from the contact center to the back office, to dynamically engage with customers.  For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

Contact the Alcatel-Lucent Press Office: press@alcatel-lucent.com

According to prominent analyst Sheila McGee-Smith:

Ross Daniels, Cisco’s Director of UC Solutions Marketing. said the joint agreement speaks to openness and the value of standards. “If a customer is a Genesys shop, and super happy with Genesys, but wants to change infrastructure,” the SIP Server integration allows the customer to stay with Genesys contact center but move to Cisco for their communications solutions. Likewise, if a customer has multiple sites with Genesys and wants to move one from a legacy TDM ACD to Cisco, the new UCCE integration will allow the customer to use Genesys for multi-site routing and/or CTI, but Cisco for the site-based call distribution.

According to Daniels, in a customer that is transitioning to Cisco Unified Communications Manager, “If we have a play for the contact center, we’ll try to make it.” Once a customer has made its decision, however, the two companies have the tools in place to support that decision.

If anything, the joint agreement really speaks to the value of customer demands in this down economy. In other words, customers are probably telling Cisco and Genesys, “You two play nice or no candy for either of you!”

So play nice they did.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s