Genesys Telecommunications Laboratories, a unit of Paris-based communications
equipment maker Alcatelsaid it plans to buy the CallPath
computer telephony assets of IBM Corp.for an undisclosed sum.
CallPath is telephony software that helps integrates voice and data
communications in multimedia customer contact centers.
Genesys and IBM also are expanding their existing relationship and said they
will develop a joint solutions blueprint for customer contact centers.
Under terms of the agreement, the 54 IBM CallPath employees located in
Research Triangle Park, N.C., will be offered employment with Genesys, which
plans to grow operations there and work more closely with IBM.
Genesys said it will continue support for approximately 400 current CallPath
customers, while IBM remains the first point of contact for service under
existing agreements.
IBM and Genesys will also dedicate resources to offer current CallPath
customers new contact center capabilities through the IBM/Genesys solutions
blueprint, which describes an architecture for contact center solutions using
IBM products for unassisted service and Genesys products for assisted
service.
That architecture is expected to be based on based on Genesys’ Universal
Queue Routing, Internet Contact Center and Outbound Solutions along with
IBM’s DirectTalk, WebSphere Voice Server and WebSphere Application Server.
Genesys also joined IBM’s worldwide marketing and enablement program,
PartnerWorld.
“Both companies are firmly committed to supporting current CallPath
customers, and in many cases, customers will continue to work with the same
service and support professionals,” said W.S. Osborne, general manager of IBM
Voice Systems.
San Francisco-based Genesys offers an integrated suite of open,
infrastructure-independent applications that manage interactions across all
media types, networks and applications.