Microsoft Corp. and Alcatel today announced a formal alliance to market a customer relationship management (CRM) and contact center solution for midsize companies with contact centers of 25 to 150 agent positions across Europe, the Middle East and Africa (EMEA), Asia Pacific and Latin America. The joint solution will bring together Alcatel’s OmniTouch Contact Center Premium Edition developed on Microsoft® Windows Server System™, Microsoft SQL Server™ 2005 and Microsoft Dynamics™ CRM 3.0, Microsoft’s newly launched customer relationship management solution. Integrated with this offering is the Genesys Gplus Adapter for Microsoft Dynamics CRM 3.0, which enables voice interaction management for both Internet protocol (IP) and traditional circuit switched telephony and multimedia (Web, e-mail, fax, etc.).
Under the terms of the agreement, the two companies will launch a series of go-to-market activities such as customer forums and partner engagement events that include co-channel development, education and training, and certification for Microsoft Dynamics CRM 3.0.