Alcatel and Siebel Systems have announced an alliance offering solutions for enterprise contact centres and integrated voice and Internet contact centre solutions targeting medium-sized corporations.
The deal furthers a long-standing partnership between Genesys Telecommunications Laboratories, a wholly owned subsidiary of Alcatel, and Siebel.
The enterprise call centre solution, available at the end of the year, will leverage an adapter that connects Genesys's contact centre solution to Siebel's e-business applications.
Targeting medium-sized corporations, the alliance also plans to offer an integrated voice and Internet contact centre solution.
Both out-of-box packages will integrate Geneys's network routing and enterprise routing with Siebel call centres and Alcatel's OmniPCX 4400 IP-based PBX.
The Internet package will bundle universal queue, e-mail routing, Web collaboration and chat capabilities, together with e-mail response and advanced automation.