Genesys Telecommunications Laboratories (which is an Alcatel company) announced this morning that one of Australia's largest teleservices providers, SalesForce, is further scaling up, by 1,000 additional seats, in its use of the Genesys call center suite. The suite is made up of Genesys Voice Platform, Genesys Inbound Voice software and Genesys Workforce Management.
Both Genesys and SalesForce indicated the move was made to allow SalesForce to better scale and better integrate/consolidate its customer service functions. By the end of the implementation, SalesForce will have fully 2,000 agents working on the Genesys platform.
The release can be found at www.genesyslab.com.
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I thinks it is a wise move by Genesys. In my opinion there are many call centers in Australia which lacks in proper management and planning, which leads to their decline.