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Genesys Adds New Call Center, CRM Features with New Voice Platform Release
 TMCnet Contributing Editor
Genesys ( News - Alert) new Voice Platform 8 (GVP 8) combines advantages from the company’s own technology, and that of VoiceGenie, which Genesys acquired in June 2006. The platform has been given a processing speed boost to enhance overall performance.
Genesys is using utilizing the benefits of products like Proactive Contact (a campaign management tool), Virtual Hold (a customer callback solution) and Intelligent Customer Front Door (for connecting high-end self-service applications with back-end solutions).
The company’s Gplus program highlights it integration with customer relationship management (CRM) applications and also allows firms that use the GVP 8 to easily install such sophisticated applications. Thus vendors offer comprehensive contact center solutions and promote the complete suite solutions over the point solutions.
Though the GVP can be individually used for applications like video or outbound notifications, other applications like leveraging Outbound Voice for campaign management on automated applications need the complete Genesys suite.
The GVP 8 has reduced the logistic difficulties faced in the transfer of large data quantities from aggregate applications to enterprises. The GVP 8 includes two tools- the Administrator and Composer Voice which have been given significance by Genesys. The Administrator is an admin environment that remains constant in the Genesys production suite while Composer Voice is an Eclipse-based IVR development tool.
Keeping in mind the recent successful M&As (Mergers And Acquisitions) like HP's 2003 acquisition of Pipebeach, Intervoice's ( News - Alert) 2006 acquisition of Edify as well as Genesys’ acquisition of VoiceGenie, it can be concluded that there has been an increase in the interest shown by vendors in integrations between applications and interactive voice response (IVR) platforms, and also that the IVR platforms have become a commodity thanks to the standardization of the VoiceXML ( News - Alert).
Since the GVP 8 supports the older GVP and VoiceGenie browsers, it is capable of using applications that run on earlier platforms and allows existing customers to upgrade from the Genesys Voice Platform 7.x or VoiceGenie 7.x Platform to the GVP 8 free of cost.
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Shireen Dee is a contributing editor for TMCnet. To read more of Shireen�s articles, please visit her columnist page.
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