ZOOM International

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has announced the establishment of a partnership with ZOOM International, a call recording and contact center quality management solutions company, and will integrate ZOOM International’s IP call recording solution into the Genesys contact center suite.

ZOOM International has been named a Genesys Application Development Partner and is joining the Genesys InterWorks Program, designed to facilitate technology integrations and application development with Genesys products. This is the first such partnership that has been created by Genesys Prague.

”ZOOM’s relationship with Genesys is very important to us, especially because we both see mutual opportunities and demand for our solutions in emerging markets,” said Simon Vostry, chief executive officer of ZOOM International. ”We believe we can add value to Genesys customers, such as Home Credit, with our award-winning IP call recording solution. Call recording is an application used for improvement of contact center systems and agent call handling, and our solution is customized for any language - this is one of our key competitive differentiators.”

ZOOM has implemented its call recording solution, CallREC, in Home Credit’s central contact center in Moscow. Home Credit, a consumer lending company, is using CallREC to record hundreds of agents’ calls for quality purposes and is planning a second implementation at its contact center in Obninsk, Russia.

”A dynamic IP telephony platform allows customers to manage their contact centers more efficiently. IP call recording tools help improve customer service by using the recordings for quality management and training purposes. By joining the Genesys InterWorks Program, ZOOM International will work with Genesys, creating a synergy that our customers will benefit from,” said Martin Veselka, Genesys regional manager for Central and Eastern Europe.