Genesys Launches Voice Platform

Genesys Telecommunications Laboratories, an Alcatel-Lucent company has announced the first voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using Session Initiation Protocol (SIP).

With support for video play-and-record applications that take full advantage of 3G mobile phones and other devices, service providers can offer a host of new services, including media applications such as video voicemail, video conferencing, video-enabled music and game applications, and video call-recording.

Genesys provides its voice self-service platform to enterprises and organisations to improve customer service, and to telecommunications service providers to create new services for consumers.

“Companies clearly want to improve customer satisfaction today. Many of them are doing so by embracing new technologies that support better customer service, such as speech services and multimedia, and creating a more dynamic environment to improve the overall customer experience,” said Wes Hayden, president and CEO,Genesys.