Alcatel and Siebel form strategic alliance
Alcatel and Siebel will collaborate to integrate their e-business and contact centre product sets.
Alcatel and Siebel Systems recently announced an alliance to jointly integrate and market e-business solutions for mid-market and heterogeneous enterprise contact centres. The alliance adds new product integration to a long-standing partnership between Genesys Telecommunications Laboratories - an independent wholly-owned subsidiary of Alcatel - and Siebel Systems.
The alliance establishes a new market offering of integrated voice and Internet contact centre solutions targeted at medium-sized corporations worldwide. As part of the agreement, Alcatel, Genesys and Siebel Systems will develop integrated voice and Internet contact centre solutions for mid-market contact centres.
Both packages will integrate Genesys' Network Routing and Enterprise Routing with Siebel Call Centre and Alcatel's OmniPCX 4400 IP-based PBX. The Internet package will bundle universal queue, email routing, web collaboration and chat capabilities from Genesys, with Siebel eMail Response and advanced automation.
The combination will help organizations simplify deployments by limiting configuration possibilities and eliminating cost intensive customisation, the companies claim. To further ease deployment, both solutions will be made available with hardware - initially with third party servers and an Alcatel OmniPCX 4400 IP-based PBX.
"We see a large vacancy in contact centre applications designed for the mid-market," said Philippe Coffre, Chief Technical Officer, Alcatel e-business distribution. "By developing a product that is easy to deploy and bundled on the OmniPCX 4400, Siebel Systems, Genesys and Alcatel are addressing the needs of mid-market companies, allowing them to build a cost effective, easy to manage, converged contact centre."
As part of the partnership, Genesys and Siebel Systems will also collaborate to develop an integrated solution for enterprise contact centres. This integration will result in an adapter that will connect Genesys' Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Universal Workflow and Internet Contact with Siebel Call Centre, including the Siebel Universal Desktop and Siebel eService.
"Today's announcement is great news for customers looking for fully integrated, tested and validated contact centre applications with converging voice and data capabilities," said Steve Garnett, Vice President of Alliances, Siebel Systems.