Customer relationship management (CRM) and contact centre products for medium-sized companies with contact centres of 25 to 150 agent positions across Europe are the goal of a new alliance between Microsoft and Alcatel.
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The joint solution will bring together Alcatel's OmniTouch Contact Center Premium Edition developed on Windows Server System, Microsoft SQL Server 2005 and Microsoft Dynamics CRM 3.0.
Integrated with this offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both internet protocol (IP) and traditional circuit switched telephony and multimedia.
Under the terms of the agreement, the two companies will launch a series of activities such as customer forums and partner engagement events that include co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.