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Genesys to Acquire CallPath from IBM

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Posted May 11, 2001 By Beth Cox     Feedback

Employees stay on in North Carolina as the companies plan new, joint solutions for multi-media customer contact centers.

Genesys Telecommunications Laboratories, a unit of Paris-based communications equipment maker Alcatel (NYSE:ALA) said it plans to buy the CallPath computer telephony assets of IBM Corp. (NYSE:IBM) for an undisclosed sum.

CallPath is telephony software that helps integrates voice and data communications in multimedia customer contact centers.

Genesys and IBM also are expanding their existing relationship and said they will develop a joint solutions blueprint for customer contact centers.

Under terms of the agreement, the 54 IBM CallPath employees located in Research Triangle Park, N.C., will be offered employment with Genesys, which plans to grow operations there and work more closely with IBM.

Genesys said it will continue support for approximately 400 current CallPath customers, while IBM remains the first point of contact for service under existing agreements.

IBM and Genesys will also dedicate resources to offer current CallPath customers new contact center capabilities through the IBM/Genesys solutions blueprint, which describes an architecture for contact center solutions using IBM products for unassisted service and Genesys products for assisted service.

That architecture is expected to be based on based on Genesys' Universal Queue Routing, Internet Contact Center and Outbound Solutions along with IBM's DirectTalk, WebSphere Voice Server and WebSphere Application Server.

Genesys also joined IBM's worldwide marketing and enablement program, PartnerWorld.

"Both companies are firmly committed to supporting current CallPath customers, and in many cases, customers will continue to work with the same service and support professionals," said W.S. Osborne, general manager of IBM Voice Systems.

San Francisco-based Genesys offers an integrated suite of open, infrastructure-independent applications that manage interactions across all media types, networks and applications.

Reprinted from internetnews.com/bus-news.

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