Expanded relationship to target the SMB market for integrated contact center solutions in the cloud

Munich, Germany and Barcelona, Spain– September 11, 2012 – Genesys, a leading provider of customer experience solutions, and Telekom Deutschland GmbH, the leader in cloud-based contact center solutions, today announced that they have expanded their strategic relationship. This expanded relationship will deliver an integrated, cloud-based contact center solution to small and medium sized enterprises, and manage any customer interaction channel including voice, web, mobile and social media.

Key Facts:

  • Announced at CallCenterWorld® 2012 and Genesys G-Force 2012 in Barcelona, this enhanced relationship advances Telekom Deutschland's Contact Center Suite, which is based on Genesys' leading Contact Center Platform. Starting in 2013, Telekom Deutschland will offer Genesys' integrated solution as cloud-based – or pay per use – service.
  • This new offering targets small and mid-size contact centers that require a flexible, economical solution without the need for expensive hardware or lengthy deployment cycles. These companies will benefit from a customized, pre-configured, and innovative contact center solution.
  • The cloud-based Genesys Contact Center Suite supports any interaction channel including voice, traditional letter, fax, email, text messages, chat, web, and social media. Agents are empowered through a unified user interface that consolidates all tasks while providing complete customer history and information.

Supporting Quotes:

“We're excited about this enhanced cooperation with the Genesys premium brand,” says Peter Schamel, Vice President Value-Added Solutions, Telekom Deutschland Germany. “Genesys is an ideal partner for us because they allow us to innovate our portfolio with holistic and scalable customer dialog solutions. This alliance underscores our role as a top-notch service provider for contact centers of every size.”

“Our integrated solutions enable contact centers to deliver outstanding customer service,” emphasized Andreas Lendner, Vice President DACH Region. “The strategic relationship with Telekom Deutschland—a specialist for contact centers cloud-based computing—opens up new markets for us and enables small and mid-size companies to now benefit from the world’s leading contact center software.”

About Deutsche Telekom AG:

With more than 128 million mobile phone users, 35 million landline users, and almost 17 million wide-band connections, Telekom Deutschland is a global leader in integrated telecommunications (data from 9-30-2011). The corporation offers landline, mobile phone, Internet, and IPTV products and services for private customers, plus ICT solutions for corporate and business clients. Employing a staff of some 238,000, Telekom Deutschland operates in approximately 50 countries. In fiscal 2010, the corporation reported revenues of 62.4 billion euros, of which more than half were generated outside of Germany (data from 12-31-2010).

About Genesys:

Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience and mission to save the world from bad customer service. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise.

Press Contacts:

Dominic Weeks (SHIFT Communications)
[email protected]

Email: [email protected]
Tel.: +49 - 89 / 45 12 59-0

Deutsche Telekom GmbH
Corporate Communications
Ph: + 49 - 0228 181 – 4949
Email: [email protected]

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