Genesys
Voice Platform
Highlights
> Improve customer satisfaction through robust
next-generation voice self-service and the
ability to seamlessly blend self-service with
agent resources
> Phase into a migration to open IP, leveraging
existing TDM and IP investments
> Maximize ROI through reduced costs for
telephony,transport, and equipment that can
be centrally deployed and administered
> Leverage the flexibility provided by on
premise, in-network and hybrid deployment
options
Contact Center Software
Genesys Voice Platform brings
Internet technologies to voice
self-service solutions that enable
your customers to conduct
business over the phone in a new
and intuitive way.
Overview
Genesys Voice Platform is an advanced software
only product that brings Internet technologies to the
world of voice – enabling new and powerful voice self-
service applications.With Voice Platform, companies can
reach more customers, offer consistent, high-quality
customer care and reduce the cost of customer service.
Voice Platform drives new revenue streams through
automation and empowers companies to conduct
business interactions 24x7, transforming the phone from
a simple communications device into a powerful,
anywhere-anytime information access tool.Voice
Platform provides a high performance call processing
and media services solution for the development and
deployment of next-generation voice applications for
customer service - extending automated self-service far
beyond the limits of traditional Interactive Voice
Response (IVR) capabilities.Voice Platform removes
the constraints of costly legacy IVR systems and offers
standards-based development, flexible deployment
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Contact Center Software > Genesys Voice Platform
Features
Open, IP-ready software-only platform
Future-proofed application investments
Infrastructure-agnostic
Ability to deploy on-premise and/or in-network
Media Resource Control Protocol (MRCP) adherence
Single point of management and reporting
Unification of voice and Web infrastructure
Comprehensive, rapid application development tools
options, simplified integration and improved time to
market for speech-directed voice applications.Genesys
Voice Platform redefines how contact centers operate,
expanding the way companies interact with their
customers.
With Genesys Voice Platform, self-service resources
are deployed as virtual extensions of contact center
staff, enabling around-the-clock service, freeing agents
from answering basic, repetitive questions and allowing
them to focus on more complex interactions that
require human involvement.
Voice Platform collects basic call information
such as originating and dialed number, and customer
interaction information, which is passed to the Genesys
Customer Interaction Management platform for
intelligent customer segmentation and call routing
direction. Utilizing caller information, companies can
manage customer services in a more personalized,
consistent and efficient manner, maximizing the
productivity of contact center resources. In addition,
Market research firm Gartner has named Genesys in the
leader quadrant in its June 2004 report titled “Magic
Quadrant for IVR Systems and Enterprise Voice Portals,
2005.”
> Benefits
> Interoperates with off-the-shelf hardware and supports open standards such as VoiceXML 2.0
and Session Initiation Protocol (SIP)
> No rewriting of applications needed as a result of infrastructure changes
> Compatible with open or proprietary implementations: TDM, IP or hybrid
> Flexibility to evolve Genesys Voice Platform with changing enterprise deployment needs
> Unlimited choices for adding speech technologies
> Reduces resource requirements to configure and manage self- and assisted-service systems
> Ability to generate economies of scale by repurposing Web investments for voice and breaking
down silos between Web and legacy IVRs
> Reduction in development costs and ability to quickly create market-ready applications
this tightly integrated solution provides companies with
the ability to segment and prioritize customer interac-
tions according to business value, desired service level
or specific needs.
Voice self-service applications ensure improved
customer service and greatly reduce contact center
costs.Voice Platform self-service application examples
include:
• Transfer funds
• Pay a bill
• Order products
• Schedule a pickup
• Check flight status
• Book a flight, indicate preferences, and obtain seat
assignment
• Check payment status
• Outbound notification
• Request literature, product manuals and other
forms
• Informational announcements on company,
products, etc.
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Contact Center Software > Genesys Voice Platform
Genesys Voice Platform also supports personal-
ization applications that are integrated with existing
Web applications to help enterprises deliver a more
targeted caller experience. Personalization is also used
to help “up-sell” or capture more “share of wallet” by
encouraging repeat business from existing customers.
Personalization examples include:
• A preferred bank customer who has many
Certificate of Deposits (CDs) receives a person-
alized message regarding a new high interest rate
CD when accessing his account balance.
• A caller who recently placed an order is
presented with options for changing or tracking
the order.
• While waiting for an agent, a caller is played
informational announcements that are specific to
his or her buying patterns. For instance, a payper-
view movie enthusiast could listen to cable
release dates for popular films.
Genesys Voice Platform in the Enterprise
Build your new customer front door
Designed as a robust on-premise enterprise voice self-
service solution, Genesys Voice Platform: Enterprise Edition
provides seamless integration with the assisted service
capabilities of the Genesys suite.The capability to obtain
business and/or routing rules from Genesys Customer
Interaction Management platform to determine which
application to assign to a particular caller assures a tight
relationship between customer treatment for routing and
self-service interactions. Genesys integrated solutions
optimize call handling and resolution, thereby maximizing
self-service adoption rates. Enterprise Edition is uniquely
positioned to deliver an integrated interaction management
Genesys Voice Platform is the most proven technology for
network and enterprise self-service deployments; it was
identified as the worldwide leader in voice portal shipments in a
recent Gartner, Inc. report.
Market Share: Voice Response Systems, Worldwide, 2003
solution that blends self-service resources with human
agents and provides enterprises a consistent view of the
customer.
For enterprises that are not currently looking to invest
in assisted service technologies, Genesys also provides IP-
ready Genesys Voice Platform solutions which will enable
enterprises to migrate and evolve to assisted service
capabilities as their business needs require. Enterprises no
longer have to invest in silos of self- and assisted-service
technologies.
Genesys Voice Platform for the Enterprise
Highlights
Open Platform Maximizes Customer Choice
Unlike ordinary IVR solutions requiring proprietary
hardware that is difficult and costly to manage, Genesys
Voice Platform is a software-only solution that runs on off-
the-shelf hardware and software.Voice Platform is based on
VoiceXML and interoperates with any voice application
that is written to this open standard
Unified Voice and Web Infrastructure
Voice Platform utilizes VoiceXML to provide a unified
development environment that allows businesses to
repurpose Web investments for voice, including application
integration code, business rules and personalization
software.Voice and Web channels can share the same
backend database integrations, facilitating a holistic view of
the customer, regardless of how they choose to interact
with the enterprise.
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Contact Center Software > Genesys Voice Platform
Flexible Architecture
Voice Platform supports “in front of ” or “behind” the
PBX configurations.When configured in front of the PBX,
self-service is handled before calls land on the PBX or
ACD, reducing port investment on the PBX or ACD and
expensive carrier charges for advanced features. A behind
the PBX configuration is optimal for enterprises that are
looking for a “plug and play” solution which requires
minimal changes to their existing PBX or ACD. Genesys
Voice Platform interfaces with both TDM or IP-based
PBXs.
Complete Voice Processing Capabilities
Voice Platform is the only platform customers need to
address all of their voice processing requirements.Voice
Platform supports advanced network routing, self-service,
intelligent queuing and routing — all on the same
platform.
Highly Scalable
VoiceXML and other standards-based technologies
such as CCXML allow for the separation of application
logic from the telephony infrastructure, delivering a highly
flexible, reliable, and scalable solution.
Comprehensive Interaction and Application-level
Reporting
Voice Platform leverages the existing Genesys reporting
capabilities of Contact Center Analyzer and CCPulse+ to
provide historical and real-time reporting across self- and
assisted-service.The contact center manager gets a true
consolidated view of the interactions in the enterprise
regardless of whether an agent is involved in the inter-
action.
“The Genesys Voice Platform is a core product to the whole
1-800-FLOWERS.COM environment. Sitting in the center for a
business that takes in excess of 200,000 calls a day, you can
well understand how important this has become.”
Ira Sheinwald, VP Infrastructure Services, 1-800-FLOWERS.COM
In addition,Voice Platform comes with its own
standalone application reporting tool, the Voice Application
Reporter, which offers Web-based reporting of specific call
patterns, including detailed information by application and
time of day summaries.Voice Application Reporter
empowers the contact center manager with a view on how
callers are using self-service applications and thus, provides
the information necessary to adapt and modify self-service
applications to evolving customer needs.
Centralized Management
Voice Platform offers flexible deployment options,
including single- or multi-site deployments. All Voice
Platform components are configured and managed through
a single OA&M environment, reducing overall operations,
maintenance, and training costs..
Bridge to Next Generation Networks
Voice Platform provides a seamless migration path for
enterprises moving from a circuit-switched to a Voice over
Internet Protocol (VoIP) converged network. Migration
from TDM to TDM/IP or IP alone is possible in a phased
manner, leveraging existing TDM and IP investments. In
addition, Genesys Voice Platform solutions support a long-
term strategy for migration to IP as they can co-exist with
any IP-compliant solution for the contact center and across
the enterprise. Genesys integrated IP products continue to
support backend services to the traditional TDM switch
but will also help customers transition to the emerging
VoIP world, where other media services will co-reside with
voice, cable, DSL,WANS and the Web.
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Contact Center Software > Genesys Voice Platform
Integrated Speech Technologies
Voice Platform interfaces to leading speech recognition
engines following the Media Resource Control Protocol
(MRCP) standard. Callers can use their voice to access
information and conduct transactions in an intuitive
manner, without having to navigate through extensive
menu trees. More calls are completed in self-service by
virtue of speech recognition, and contact centers benefit
from reduced costs and better agent utilization.
Genesys Voice Platform in the Network
Proven ability to scale to thousands of ports in a
distributed fault-tolerant architecture
Genesys Voice Platform: Network Edition is offered for
service providers interested in leveraging the capabilities of
Genesys Voice Platform as an in-network solution, or large,
multi-site enterprises with plans to deploy a large number
of ports, Network Edition provides all of the capabilities
available in the on premise solution with added function-
ality, enabling multi-tenancy of applications within a
managed service network or an enterprise.
For service providers, Network Edition provides an
enhanced communications platform that enables
internal, consumer, and business services on a
commonly managed voice infrastructure. Service
providers can realize incremental revenue by providing
enhanced services, such as hosted IVR, speech-enabled
self-service, and integrated contact center solutions.
Moreover, service providers can deliver voice-activated
dialers, enhanced toll free services, and mobility appli-
cations that provide voice access to e-mail, online
calendars, and address books.
“Genesys Voice Platform is great for the entire contact center
because it supports so many of today's required applications
such as voice callback, CTI and Web integration. But most
importantly, the development environment is easy to use and
very user friendly and intuitive.”
Harkishin Nachnani, CTI/IVR Architect, Spherix
Genesys Voice Platform in the Network
Highlights
Proven, Carrier Grade Platform
Genesys Voice Platform: Network Edition is in
production at major carriers and large enterprises globally
with thousands of ports carrying live revenue-generating
minutes.
Carrier Grade Management
The Voice Web Manager in Genesys Voice Platform:
Network Edition controls all voice application
technologies, including VoiceXML gateways,TDM calls,
VoIP applications, speech engines, text-to-speech resources,
billing, reporting, call routing, policy and bandwidth
management.VWM is a multi-tenant, hierarchical
management system that includes the Voice Application
Provisioning System (VAPS), a network-based LDAP
directory that stores all customer, application, and server
provisioning files.
Lower Operational Costs
One enhanced voice services platform for multiple
applications reduces capital spending, operational costs, and
accelerates time to market. Standard hardware reduces
maintenance costs.
Simplified Deployment of Next Generation Solutions
Support for VoIP using industry standard SIP (Session
Initiation Protocol) and RTP (Real-Time Transport
Protocol) for call signaling and media processing provides a
seamless migration for carriers moving from a circuit-
switched to converged networks.
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Contact Center Software > Genesys Voice Platform
Carrier-Grade Reliability
Fault-tolerant distributed architecture eliminates any
single point of failure.
Optimized Network Utilization
Platform capacity is maximized by “virtualization” of
ports – any port can be used for any application or
customer.
Enterprise Application and Data Control
Enterprises can outsource the telephony infrastructure
while retaining complete control over applications and
business data.
Distributed, Scalable Web Services Architecture
All components fully leverage and integrate with Web
infrastructure allowing for Internet-level scalability and
distributed fault-tolerance using proven Web technologies
and protocols such as HTTP, HTML, IP-VPNs, IP multi-
homing, layer 4 switching, and cache engines.
Intelligent Network Integration
An open HTTP/XML-based interface is available to
approved systems integrators that enable an SCP (Service
Control Point) to control the platform and allow the
platform to complete call transfers via SCP to avoid
tromboning in the network.
“Genesys Voice Platform: Network Edition is a network-based,
rather than premises-based, solution. We believe it's a highly
flexible platform and you can connect to different databases and
segmentation procedures. And the integration between Genesys
Voice Platform Network Edition and Genesys IP Contact Center is
very important for us as well.”
Luca Bellati, Manager CRM & Contact Center Solutions, CartaSi
Genesys Voice Platform Components
The Genesys Voice Platform includes four primary
software components:
• Voice Communications Server
• Voice Portal Manager
• Genesys Studio (use optional)
• Voice Application Reporter (use optional)
Voice Communications Server
The Voice Communications Server terminates
incoming calls, delivers VoiceXML scripts and transfers
callers to the appropriate contact center resource.The Voice
Communications Server also integrates with best-of-breed
speech recognition and text-to-speech technologies.
Multiple Voice Communications Servers can be
distributed across a multi-site contact center
environment with centralized configuration and provi-
sioning for ease of administration. In the Network
Edition, the VCS is part of the Voice Web Central
Office component which terminates and processes
voice calls from PSTN and IP networks.
Voice Portal Manager
The Voice Portal Manager is a Web-based interface that
is used to configure and manage Voice Platform compo-
nents. A Web-based interface is used to enter and change
information for the Voice Platform components.The Voice
Portal Manager can co-reside on the Voice
Communications Server or reside on a separate host
server.The latter is recommended when multiple Voice
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 “Our IVR has lifted us up to forty-eight percent utilization from
twenty, two years ago. Our calls have gone down, we're
averaging about four calls now per customer per year, which is
down from six. If I had to pick one thing out that's the best
thing we've done and it would be our speech enablement.”

Debby Kane, Project Manager, TECO Energy

Contact Center Software > Genesys Voice Platform

Communications Servers are deployed in the network. In Voice Application Reporter

the Network Edition, this component is known as the
Voice Web Manager which has additional functionality
enabling multi-tenancy of customers and applications on
the same platform.
Genesys Studio
Genesys Studio offers an intuitive Graphical User
Interface (GUI) that brings the convenience of drag-and
drop development to a desktop PC, simplifying application
creation. Developers are free to focus on the logic of their
applications while Genesys Studio creates the underlying
code. Now robust VoiceXML-based applications can be
built and tested in no time.
Genesys Studio developed applications have the added
advantage of offering application developers and opera-
tional managers a view into how callers are using the voice
applications.The Voice Application Reporter server takes
logging events from Studio-generated applications and
stores the information for later queries though a Voice
Application Reporter client.The reporting client offers
pre-defined reports on the basic call information handled
by the Voice Platform including details by application and
call outcome.This application-specific information is
available on an hourly, daily, and/or weekly basis.

Systems Supported Hardware Components Programming Interfaces HTTP

Dialogic DM/V960-4T1 -96 ports VoiceXML 2.0 SNMP
Dialogic DM/V480-T1 -48 ports TXML MRCP
IF
C ERT IED Dialogic DM/V1200A-4E1 SSML
-120 ports
Telephony Interfaces SRGS
Dialogic DM/V600A-2E1 -60
ports AT&T 4ESS/5ESS ISDN

Dialogic DM/V240JCT, Dialogic Nortel DMS 250/500 ISDN Supplementary Services

PL DMV/A240 -24 ports (Network Edition Only):
AT F O R M ISDN - Bellcore 2B Channel Transfer
Line Side T1 and E1 - Release Link Trunk
- ETSI Explicit Call Transfer
PBX and ACD Interfaces
TCP/IP
Alcatel A4400 Supported Standards
Aspect VoiceXML 2.0R
IP Gateways
Avaya Definity G3 TXML for advanced call control Alcatel 7515/5020
Ericsson (will support CCXML when
Published) Cisco 5xxx Series
Siemens Sonus G5X/Insignus
SIP
NEC
H.323 (Network Edition only)
Nortel
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Contact Center Software > Genesys Voice Platform

Genesys Real-Time
Customer
Interaction Suite
The broadest suite of products -
with powerful voice self-service,
assisted-service for every communi-
cation channel, flexible integration
options and management insight
systems - all linked on the most
open platform to deliver exceptional
contact center and customer service
capabilities.

Options HA Redundancy
Application Interface Modules for Speech Recognition and/or Text-to-Speech
Cisco CTI Integration Module for (Network Edition only)
Call Director (Network Edition only)
High Availability

Genesys Tel: +1 650 466 1100 EMEA Headquarters APAC Headquarters

Corporate Headquarters Fax: +1 650 466 1260
2001 Junipero Serra Blvd. E-mail: info@genesyslab.com
Daly City, CA 94014 Web: www.genesyslab.com
AN ALCATEL COMPANY
Mulberry Business Park
Fishponds Road
Wokingham, Berkshire
RG41 2GY
Tel: +44 118 974 7000
Genesys Laboratories
Australasia Pty Ltd
Level 14, 80 Mount Street
North Sydney NSW 2060
Tel: +61 2 9463 8500

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