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Genesys Telecommunications Laboratories, an Alcatel-Lucent company, and IBM have announced the expansion of their global Strategic Alliance for Contact Center Solutions to co-develop, implement and sell a new collaborative solution in China.

This marks the first time both companies are offering a solution targeting the growing call center market in this region, while also continuing their global work together.

Based on a survey of over 300 small, mid-sized and enterprise customers, IBM market research has shown that clients in the China region are looking for contact center solutions that are easy to upgrade and maintain, have a lower overall implementation cost and are stable and reliable.

"The new contact centre solution presents an enormous opportunity for both companies to deliver support to their current customers worldwide and capture new customers in this growing segment of the Greater China market," said Mark Hanny, vice president, strategic partnerships, IBM.

As part of the alliance, IBM and Genesys will focus on several key initiatives in Greater China: IBM will provide increased sales and technical coverage for Genesys' solutions in Greater China; IBM will also provide consultants and technical experts on Genesys' solutions for localized customer support.

The two companies will co-develop industry-specific solutions to provide localized products for China, including use of the IBM China Research Lab; and the IBM Innovation Center in Beijing will be utilized to build and test solutions and provide sales support and solution demonstrations for the local market.

The IBM Contact Center in a Box solution is powered with IBM open architecture, running on IBM Blade servers, DB2, WebSphere and Tivoli software.

Genesys technology provides the call routing with Session Initiation Protocol (SIP) support, computer telephony integration and self-service capabilities, directing the incoming customer call to the proper agent or resource. Oracle's Siebel Call Center Applications offer the sales and after sales support to this bundled solution.

Genesys and IBM share 300 joint customers worldwide. By expanding this partnership, the two companies will focus on further growing business in the Greater China region in core verticals such as banking, insurance, telecommunications and government.