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AT&T Certifies Genesys for AT&T's Internet Protocol Toll-Free Service Network

Posted on: Monday, 22 October 2007, 09:00 CDT

AT&T Inc. (NYSE:T) today announced an expanded relationship with Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), in which AT&T is both certifying the advanced Genesys SIP Server product with AT&T's Internet Protocol (IP) Toll-Free service and adding the Genesys suite to its Integrated Contact Services (ICS) portfolio of managed contact center services.

Enterprise businesses and wholesale customers can now leverage virtual contact center capabilities as a critical component of their customer sales and service strategy and can combine both traditional and IP-enabled products and services to seamlessly migrate to next-generation contact center architecture.

The combination of Genesys and AT&T offerings is expected to usher in a wide range of new consumer-friendly capabilities for customer service. The IP-based next-generation contact center delivers services that include video customer service, agent presence management and virtual routing of calls across contact centers by using a customer's private Multiprotocol Label Switching (MPLS) Virtual Private Network (VPN) and/or using the worldwide AT&T IP Toll-Free network.

The integration of Genesys, a widely used software program for customer service, is a major step because it enables enterprises to move quickly and easily to migrate to IP by tapping into a global network for on-demand services. One of the key benefits for enterprises is that they can move to IP contact centers without replacing their existing PBXs or telephony infrastructure.

AT&T is working with several companies to integrate important extensions to the industry standard, Session Initiation Protocol (SIP), which will help ensure interoperability with upcoming AT&T IP Toll-Free service feature enhancements. This technology allows for the enhancement and expansion of call information delivery, making Computer-Telephony Integration capabilities a reality even for sales and service personnel who are not on the customer's own VPN.

"Genesys and AT&T share a vision of what the next-generation contact center offers to businesses," said Paul Segre, Genesys president and CEO. "Our alignment with AT&T IP Toll-Free services demonstrates both companies' commitment to supporting future advanced features of this service, including enabling businesses to fully take advantage of the hybrid environments."

AT&T's IP Toll-Free service has a robust set of toll-free features, including announcement options, routing management and reporting features. Through the convergence of enterprise voice and data networks, AT&T's wholesale and enterprise customers are able to bolster the efficiency and capabilities of toll-free services used in contact centers, conferencing, voice messaging and other critical toll-free applications. AT&T IP Toll-Free seamlessly interoperates with capabilities that current AT&T Toll-Free services customers realize today and provides a platform for smooth migration to a user's IP Next-Generation Network (IP NGN) contact center.

"We've selected Genesys as a key player in the development and rollout of our Integrated Contact Services, which we will deploy in both traditional AT&T Toll-Free and AT&T IP Toll-Free environments," said Shawn Conroy, vice president--Voice Networking, AT&T. "We're seeking to extend SIP-based Voice over Internet Protocol (VoIP) network technology, which allows for call transfers to take place either before or after the calls are answered, providing users with greater interoperability and flexibility."

Note: This AT&T release and other news announcements are available as part of an RSS feed at www.att.com/rss.

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

About AT&T

AT&T Inc. (NYSE:T) is a premier communications holding company. Its subsidiaries and affiliates, AT&T operating companies, are the providers of AT&T services in the United States and around the world. Among their offerings are the world's most advanced IP-based business communications services and the nation's leading wireless, high speed Internet access and voice services. In domestic markets, AT&T is known for the directory publishing and advertising sales leadership of its Yellow Pages and YELLOWPAGES.COM organizations, and the AT&T brand is licensed to innovators in such fields as communications equipment. As part of its three-screen integration strategy, AT&T is expanding its TV entertainment offerings. Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at http://www.att.com.

© 2007 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. For more information, please review this announcement in the AT&T newsroom at http://www.att.com/newsroom.

Source: Business Wire

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