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        IBM Lotus Domino

        Genesys announcement: bringing UC to the Contact Center

        Genesys, an IBM Business Partner, just announced the launch of UC Connect, a new product initiative designed to enable the Genesys Customer Interaction Management (CIM) software platform to communicate via UC solutions from many of the major providers in the industry, including IBM Sametime.  UC Connect will help Contact Centers by facilitating collaboration with experts and resources across the enterprise to increase first-call resolution and reduce costs by providing agents immediate expert assistance. It can also reduce hold times by expanding resources during peak time and improve utilization by leveraging branch and back office idle time. You can read more about the IBM and Genesys specifics of the announcement here.