Genesys Partners with MicroAutomation to Deliver Comprehensive Contact Center Solutions

MANASSAS, VA, November 10, 2006

MicroAutomation, the leading systems integrator of contact center solutions, today announced that the company has formed a partnership with Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA). As a member of Genesys InterActs Partner Program, MicroAutomation will be implementing, developing and reselling Genesys’ products and solutions. The partnership expands both companies’ applications and solutions with the goal of increasing market presence across almost all industries."Genesys is focused on providing contact center solutions for key industries such as healthcare, finance, hospitality, public utilities and government," said Tim Walsh, Director of North American Channels Sales at Genesys. "By joining forces, MicroAutomation and Genesys have developed complete solutions to improve the overall customer experience. Together, we have already introduced a joint solution for healthcare service providers to support Medicare Part D." "Our joint solution automates customer self-service, improves agent efficiency, intelligently routes calls and proactively identifies customer needs -- all of which increases satisfaction while meeting strict government service level mandates. The Medicare Part D Self-Service solution is based on MicroAutomation’s award-winning healthcare applications and Genesys’ suite of solutions," Walsh added. "MicroAutomation has developed contact center technology that is widely regarded as the standard in the Medicare field," Suresh Gursahaney, President and CEO of MicroAutomation stated. "We are excited to become an active partner of Genesys to continue our mission of enhancing the caller experience not only within the healthcare industry, but across all industries world-wide." MicroAutomation has over 15 years of system integrator, Interactive Voice Response (IVR) and analytical tool experience and complements Genesys’s leadership in the voice portal market.

 

About Genesys

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.