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Alcatel and Microsoft form alliance to deliver integrated CRM and Contact Centre solutions to fast growing mid-sized enterprise market

  • 12 April, 2006 08:57

<p>Alcatel (Paris: CGEP.PA and NYSE: ALA) and Microsoft today announced a formal alliance to deliver an integrated CRM and Contact Centre solution across EMEA, Asia Pacific, and Latin America. The joint solution will bring together Alcatel’s OmniTouch Contact Centre Premium Edition, which is optimized to run on the Microsoft Server System, in a tight integration with Microsoft Dynamics CRM 3.0, its newly launched customer relationship management solution.</p>
<p>“We are excited about the partnership with Alcatel and their commitment to the Microsoft Platform. With Microsoft’s premier technologies and Alcatel’s leadership in telephony and contact centre solutions, both companies are positioned to deliver solutions that help our joint customers lower their total cost of ownership, achieve faster time to value, and increase agent productivity, and realize greater return on investment,” said Robert Bernard, General Manager ISV, Microsoft Corporation.</p>
<p>Under the terms of the agreement, the two companies will carry out a joint business development and marketing strategy, reaching mid-sized enterprise customers with contact centres ranging in size from 20-150 agent positions. Alcatel and Microsoft, along with their Business Partners, will focus on the fastest growing contact centre and CRM market; in addition to joining forces on partner and market events. Alcatel’s OmniTouch Contact Centre Premium Edition and Microsoft Dynamics CRM jointed training and certification across the markets worldwide will also be carried out as part of this agreement.</p>
<p>Today’s announcement builds on existing enterprise agreements between Microsoft and Alcatel contact centre software subsidiary Genesys. Genesys delivers the Genesys Gplus Adapter for Microsoft CRM, which provides a seamless integration between Microsoft CRM and Genesys applications.</p>
<p>“This is a significant partnership for Alcatel as both companies view the mid-market as strategic to our business,” said Thierry Seignol, VP, Communications Applications for Alcatel enterprise activities. “Alcatel brings expertise in the development and marketing of advanced multi-media contact centre solutions to mid-size companies, while Microsoft’s market position and technology vision enables the venture to deliver compelling end to end contact centre solutions. The time to value for the customer is dramatically improved.”</p>
<p>Customers will benefit from the tight integration of the two companies’ products on one platform. This seamless integration ensures greater optimization between call centre applications and business processes, simplified configuration and installation processes for faster implementations, and time is significantly reduced between the moment customers implement the contact centre and their agents take their first call.</p>
<p>“Microsoft is pleased to offer its customers this tightly integrated CRM and contact centre solution. The combined solution, ensures greater optimization, simplifies configuration and installation processes for fast implementation of plug and play, out of the box business applications.” said Brad Wilson, General Manager, Dynamics CRM, Microsoft Corporation.</p>
<p>Microsoft CRM 3.0 is a complete customer relationship management solution that provides all of the tools and capabilities needed to create and easily maintain a clear picture of customers from first contact through purchase and post-sales. With modules for sales, marketing, and customer service, Microsoft CRM delivers a fast, flexible, and affordable solution that drives consistent, measurable improvements in every business process, enables closer relationships with customers, and helps achieve new levels of profitability. Microsoft CRM can be delivered for on premise, hosted, and hybrid environments</p>
<p>Alcatel OmniTouch Contact Centre Premium Edition is designed to be immediately and intuitively operated by contact centre staff, namely managers, supervisors and agents. Designed for multi-medias contact centres with 20 to 150 agents, the solution provides an easy-to-use and role-based fully graphical interface - the Visual CC - dramatically reducing the training costs and “time to customer value” between implementation and the first call answered by an agent. Visual CC offers visibility and control at every stage, from design to operations, through real-time, colour-coded interaction and call flows.</p>

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