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Alcatel and Microsoft to Offer Contact Centre Solution

Posted on 5-Apr-2006 23:40 | Filed under: News


Microsoft Corp and Alcatel are allied to market a customer relationship management (CRM) and contact centre solution for midsize companies with contact centers of 25 to 150 agent positions across Europe, the Middle East and Africa (EMEA), Asia Pacific and Latin America.

The joint solution will bring together Alcatel's OmniTouch Contact Center Premium Edition developed on Microsoft Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0, Microsoft's newly launched customer relationship management solution.

Integrated with this offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both internet protocol (IP) and traditional circuit switched telephony and multimedia (web, e-mail, fax, etc).

The two companies will launch a series of go-to-market activities such as customer forums and partner engagement events that include co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.

The companies say this prepackaged solution will offer advantages that include greater optimisation between call centre applications and business processes, configuration and installation processes that are simplified for faster implementation, and a significant reduction in time between the moment customers implement the contact centre and their agents take their first call.