Genesys, Kanisa partner on integrated Web and live agent service

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San Francisco--Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel, and Kanisa Inc. Tuesday announced a partnership to offer assisted and self-service customer contact center solutions. Under the terms of the agreement, the two companies will integrate Kanisa's Web self-service capabilities with Genesys Suite 6 solutions, including the Genesys Internet Contact solution, which offers agent-customer chat, dynamic Web collaboration capabilities, e-mail response management, Web forms and Web callback for assisted service. The partners said the alliance is designed to address some of the shortcomings of customer service and will allow customers to easily transition from Web self-service to a live contact center agent.
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