AudioCodes, with decades of product development experience focused on VoIP network products and technology, recognizes the complexity and challenge in implementing and integrating contact center solutions. AudioCodes’ advanced product offering for the Genesys contact center solution sets it apart from the rest as a unique hardware vendor, providing enhanced feature capabilities in contact center solutions.

Genesys SIP Select

AudioCodes has been selected by Genesys as the sole supplier of approved media gateways for its SIP Select program. AudioCodes field-proven and reliable media gateways provide deployments of Genesys IP contact centers with the essential interface to legacy PBXs and the PSTN. Click here for more details.

Genesys Interview at Enterprise Connect 2011->

Comprehensive cost reduction and hardware consolidation in Genesys Contact Center implementations

Using AudioCodes’ unique gateway integration capabilities, organizations can streamline their contact center infrastructure and significantly reduce their TCO for their customer interaction needs, while delivering the reliability and quality required for mission-critical business communications.

AudioCodes provides the connectivity of Genesys contact center with: Existing TDM and IP telephony systems, SIP Trunking Providers, PSTN network providers & SS7 networks, Legacy devices such as analog phones and fax machines and AudioCodes High Definition SIP phones.

AudioCodes provides end-to-end customer interaction solution and increases productivity by lowering infrastructure cost, simplifying scalability and minimizing risk

Genesys Call Center - Distributed Enterprise Call Centers

AudioCodes and Genesys support the demand for a distributed call center. The Genesys call center application can reside on premise or be hosted by a service provider. The Genesys IP Remote Agent solution enables managers to monitor agents down the hall or across the globe seamlessly, without geographical boundaries or prohibitive cost restrictions. At-home agents are now an available and reliable part of the Call Center configuration using the Genesys version 8.x SIP based architecture with AudioCodes’ affordable VoIP products. High Definition IP Phones and legacy analog phones connected to MediaPack Media Gateways from AudioCodes allow remote agents to work in concert with the centralized resources within the Genesys SIP-based call center. AudioCodes’ Media gateways enable transparent remote access of those users to the centralized resources.

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Genesys Call Center - Hosted Call Centers

Carriers using Genesys Enhanced Voice Services Solutions can utilize AudioCodes’ Media Gateways to offer SIP Trunking and SIP to SS7 solutions. The GVP Enhanced Services use the GVP platform to enable “in-network” connectivity, reducing costs while improving operational efficiencies. In addition, Genesys Hosted & Managed Services along with AudioCodes’ Media Gateways and IP-Phones allow carriers to offer hosted call center solutions over IP-based or legacy TDM access. With AudioCodes’ products, carrier-class customers can deliver advanced communications applications such as automated attendants, directory assistance, speech-enabled voicemail, and unified messaging.

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Genesys Call Center - Outbound Voice Enhancement

AudioCodes media gateways along with the Genesys Outbound Campaign Server enable customer care applications to efficiently and accurately perform outbound calls, identifying live answers, answering machines and other call completion conditions without the expense of additional servers, software or specialized PCI boards. AudioCodes’ Media Gateways and Media Servers eliminate the need for HMP-based media servers in the architecture, resulting in less equipment being used, reducing the number of servers maintained, and improving overall operational efficiency. These features are supported by traditional PSTN networks, as well as by new SIP Trunking connectivity, using the same products from AudioCodes.

Genesys Call Center - Benefits

• “One-Stop-Shop” Solution vendor enabling Genesys contact center solutions with feature-rich VoIP product offering, including Media Gateways and IP Phones
• Modularity, flexibility and scalability, supporting a mix of IP, digital & analog interfaces in the same platform
• Future-proof VoIP hardware solution provider supporting multiple Genesys solution components and versions, powered by the same hardware & software
• Total Cost of Ownership (TCO) reduction due to consolidation of operational resources, solution simplification and employee productivity improvements
• Full product certification with Genesys and seamless integration with existing infrastructure
• Unique features for contact center solutions, including high CAPS performance, Answering Machine Detection (AMD), Call Progress Analysis (CPA) and Advanced call transfers
• High Definition audio, cost-effective, standard SIP and certified IP Phones for Genesys SIP Server
• Simultaneous support of PSTN and SIP Trunk connections to the Genesys Contact center, with multiple signaling protocol flavors, and worldwide homologations
• High level of interoperability with an extensive list of legacy and IP-based PBXs & business telephony equipment
• Cost-effective migration from a legacy TDM network to