Unlike traditional, proprietary solutions in which applications are often embedded in hardware such as automatic call distribution (ACD) and interactive voice response (IVR) systems, the Genesys Suite is software-based, utilizing a platform-independent, standards-based architecture. As a result, Genesys integrates with existing computing and telephony infrastructure, including hardware devices, software, public and private networks, corporate databases, desktop applications, and call center processes.

Integration and Standards Support

Third-Party Applications

• Enterprise Resource Planning: SAP
• Customer Information Systems and Sales Force Automation: Clarify, M&I Data, Pegasystems, Remedy, Scopus, Siebel, Vantive, Broadway & Seymour, CMA, TSC
• Performance Monitoring: Comverse Computing and Telephony Infrastructure, Dictaphone, Envision, NICE Systems, Witness Systems

Computing and Telephony Infrastructure
Premise-Level

• ACD/PBX systems: Alcatel, Aspect, Ericsson, Fujitsu, Lucent, NEC, Nortel, Philips, Rockwell, Siemens
• Voice processing systems: Dialogic, Natural Microsystems
• IVR systems: Brite, CONVERSANT, DirectTalk/6000, Edify, Meridian Integrated, Periphonics, Show N Tel, Symposium OPEN, Syntellect, Voicetek
• Supported networks*: AT&T CRP, MCI 800 Gateway, Sprint Site RP
• Server platforms/operating systems: Digital UNIX, HP-UX, IBM AIX, Microsoft Windows NT, Sun Solaris
• Databases: Informix, Microsoft SQL Server, Oracle, Sybase
  *Relevant to Genesys Interaction Router Network Interface Option only

Computing and Telephony Infrastructure
Network-Level

• Network operating systems: Digital UNIX, Microsoft Windows NT, Sun Solaris
• Central Office Switch: Lucent 5ESS, Nortel DMS 100
• Network IVR/IP: Bellcore 1129 + compliant interface support
• Network protocols: SS7/TCAP messaging protocol

Back to top