Genesys Telecommunications Laboratories Inc. unveiled an Internet-based communications suite that integrates applications the company previously marketed separately.
"The suite can run entirely independent of a phone switch," said Don Stoyle, director of Internet and analytical applications at Genesys, based here. "So it should suit many dot.com companies that operate their businesses mainly via the Web."
The Genesys Internet Suite includes Genesys E-mail, which is compatible with third-party E-mail servers and automatically can respond or suggest responses to incoming E-mails in accordance with business rules the call center defines. A new Windows 32 agent application handles E-mail and other communications channels.
Chat lets users exchange comments or questions with contact agents in realtime. Web Call Back allows users to request a voice call-back from contact agents over the public switched telephone network.
Web Call Through, a voice-over-IP communications link, lets Web users speak to contact agents via PC.
Genesys is marketing the product worldwide via both direct and indirect channels.
The Internet suite lists for $800 per seat.
Applications cost $300 to $500 per seat.
