Wednesday, 15 August 2007 11:49

Genesys adds Asterisk support

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Contact centre software provider Genesys has announced it will provide formal support for the Asterisk open-source IP telephony platform.

"Genesys is adding formal support for Asterisk in response to growing demand from our customer base," said Wes Hayden, president and CEO of Genesys. "The increased importance of SIP and standards-based technology has paved the way for using open source for contact centres. We have reached a point where Asterisk and SIP are mature, reliable and proven technologies."

Customers already using Genesys software in conjunction with Asterisk include Groupama Rhône Alpes Auvergne (France), E.Novation Contact Centers (Netherlands) and Global Speech Networks (Australia).

"The openness of these platforms allows for a tight integration, supporting the dynamic and highly customised environments we require as a hosted contact centre services provider," said Nick Rodda, CEO of Global Speech Networks. "While some in our industry have called upon others to embrace SIP-based telephony and open standards, Genesys has made it a reality. It is highly significant when the market leader takes such a step."

Hayden said while there was already "a little" use of Asterisk among its customers, but he expects growing use in Asia and by smaller call centres, noting that some markets in the region are more price sensitive than others.

Genesys officials said the announcement was part of a broader strategy of providing a smooth transition to IP through software that works with any infrastructure. According to a recent survey conducted by the company, 82 percent of contact centres intend to begin the adoption of IP telephony during the next two years, but the technology will be phased in alongside traditional systems.


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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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