Genesys Telecommunications Laboratories, Inc., an Alcatel company, has announced the introduction of an IP-enabled version of the Genesys Voice Platform (GVP) for enterprises. The introduction of the new IP-enabled GVP edition, designed for enterprise customers, is in line with the Genesys strategy of extending the availability of IP-related features across the entire portfolio of products that make up the GVP platform.
Enterprises considering migration to IP-based solutions can do so without the need for a comprehensive system overhaul. The new IP-enabled version of GVP allows for the simultaneous use of traditional TDM (Time Division Multiplexing) technology and the IP protocol within the same environment. Existing TDM environments have limited the return on investment (ROI) for contact center software due to their complexity and high infrastructure ownership costs. By adopting the “open IP” approach proposed by Genesys, enterprise customers can maximize their ROI in GVP while simultaneously raising the level of their customer service.
Enterprise customers who decide to transition to IP-based solutions will appreciate the benefits of using the GVP voice platform in self-service systems and the return on investment in this solution. The new Genesys offering will enable flexible migration to IP-based systems for any enterprise, regardless of its size.
Advantages and benefits of the IP-enabled GVP system for enterprises:
- Maximum Return on Investment (ROI): The system supports open standards such as VoiceXML 2.0 and Session Initiation Protocol (SIP), which allows companies to achieve savings resulting from lower development, installation, hardware purchase, and maintenance costs.
- Migration – gradual replacement: Customers can perform a gradual migration to an IP-only system. The transition to IP will not require drastic, sudden changes, as the TDM and IP versions of the GVP platform can function simultaneously in the same environment, allowing the customer to choose the voice-over-IP transmission infrastructure.
- Protection of application investments: As a software-only solution, GVP ensures complete independence from infrastructure and protects investments in applications.
- Flexibility and scalability of installation: The fault-tolerant, distributed architecture of GVP ensures cost-effective deployment for both enterprises and service providers.
- Access to an ecosystem of best-in-class partners: Customers can maximize the benefits of deploying the IP-enabled GVP platform through access to the best applications, voice technologies, IP infrastructure, and applications, as well as system integration services offered by the Genesys partner “ecosystem”.
One of the large companies that has decided to implement the IP-enabled Genesys Voice Platform is CartaSi, a leading credit card issuer in Italy. Seeking solutions to handle approximately 55,000 calls and inquiries per day, CartaSi recently implemented the GVP platform across all its contact centers distributed throughout the country. Thanks to the flexible architecture of the platform, CartaSi was able to easily integrate self-service voice applications with services requiring consultant assistance for more complex problems, customer recovery and error repair systems, and other functions that determine a high level of customer service.