TCAssociates Teams With Genesys to Deliver Comprehensive Contact Center Solutions to Government Organizations
Reseller agreement will leverage joint experience, relationships and status to expand call center offerings to federal agencies.
SAN FRANCISCO, November 28, 2005 – Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), has announced a reseller agreement with TCAssociates, a veteran-owned company that specializes in healthcare and telecommunications services. The agreement allows TCAssociates to provide government organizations with Genesys’ real-time contact center capabilities such as Interactive Voice Response (IVR), Voice over Internet Protocol (VoIP) and Automatic Call Distribution (ACD).
“TCAssociates supports a wide range of government organizations that have been limited in their ability to deploy real-time contact center capabilities,” said Kevin Keehn, director of government sales, Genesys Telecommunications Laboratories, Inc. “Being able to offer Genesys solutions to these customers, along with TCAssociates’ existing service capabilities, will expand each organization’s customer service offerings.”
Traditionally, TCAssociates’ telecommunications practice has centered solely on telephony and Private Branch Exchange (PBX) equipment – limiting its offerings to the capability of routing calls to appropriate extensions within a company. With the addition of Genesys software solutions, TCAssociates will now have the ability to offer customers – primarily veterans affairs agencies and healthcare-related civilian agencies – a more comprehensive and sophisticated customer interaction experience. As the partnership expands, TCAssociates plans to build its own call center practice that utilizes Genesys software.
Because TCAssociates is a service disabled veteran-owned business and not a large federal contracting company, this agreement allows government agencies to meet two of their high priority business objectives – awarding business to small companies and to veteran-owned organizations.
“The purpose of this partnership is to broaden the contact center capabilities we can offer to our enterprise and small-to-midsize clients,” said Tony Combs, TCAssociates owner. “By providing our customers with the latest technology for customer interaction, we are helping organizations create a better customer experience and build loyalty.”
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries.
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- David Radoff
- Genesys Telecommunications Laboratories, Inc.
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