Systems integrator Dimension Data has agreed to expand its relationship with Alcatel subsidiary Genesys Telecommunications Laboratories and sell its contact centre routing software across the whole of Europe.
The Genesys contact middleware products manage and route calls made into customer contact centres and are in demand from businesses that operate this telephone based service for customers, according to Jean Marc Pajot, customer interactive solutions director for Europe at Dimension Data.
The company's portfolio includes Voice Portal, which enables access to web-based applications via any phone, and Express, which offers customer service functionality to SMEs as well as the divisional contact centres of larger companies.
Dimension Data already sells the Genesys products in Belgium, France and Italy but wanted to expand.
"We will now work with Genesys across the continent and ensure a standard service level agreement," said Pajot. "The market for these products is growing and changing because the price of the technology is decreasing."
Dimension Data claimed that the Genesys products will strengthen its contact centre offering.
The combination of Genesys' contact centre technology and Dimension Data's multiple vendor partners and integration skills will offer the system integrator's customers "fully integrated customer interfaces", according to Pajot.
"It is important for us to work with leaders in the industry and Genesys is a leader that complements our Cisco infrastructure business," he explained.
Genesys also partners with Accenture and IBM Global Services worldwide, as well as systems integrator Damovo in Europe.
Paul Uijtewaal, senior vice president at Genesys, said that Dimension Data is set to become a major European integrator for the firm, and that the deal will increase the coverage of both companies across Europe.
"The synergy between our products and Dimension Data's specialist skills enhances our business proposition to help our clients generate long-term profitable customer relationships," he said.
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