Gates gets GETS

Genesys Telecommunications Laboratories, Inc., an Alcatel company, has announced that Gates Corporation (no relation, but in fact a division of US $4 billion-valued UK-based Tomkins PLC), has implemented the Genesys Enterprise Telephony Software (a.k.a. GETS) platform. Gates bills itself as the only non-tire producing rubber company with sales and manufacturing operations in all of the world’s major markets.

With the announcement of the GETS win, came the story of the process: Gates had initially approached Microsoft to find out how to integrate Microsoft Office Live Communications Server with the company’s IP telephony system, whereupon Microsoft suggested contacting Genesys, a nice endorsement indeed.

Under terms of the contract, GETS will provide Gates employees with desktop telephony control capabilities and improved collaboration by integrating with their existing Microsoft Office Communicator and Office Live Communications Server technologies. The platform will theoretically give employees access to availability and presence information, and provides seamless control of their desktop phones via the computer.

Before going completely live, GETS was monitored in a six-month pilot program at the Denver Gates office. Satisfied with employees’ ability to communicate even complex issues via the platform, GETS was fully rolled out at the Gates World Headquarters location.

Key functions in GETS include caller notification, deflect, smart transfer, e-mail notification of missed calls, click-to-dial, ad hoc conferencing and telephony presence help employees connect on even complex issues that are too detailed for basic instant messaging technologies.

Gates marks the twelfth Fortune 2,000 companies that has chosen GETS, the largest of which is, naturally, Microsoft with more than 50,000 seats.

Genesys is a specialist in contact-center software with some 3,300 customers in 80 countries, Genesys statistics show the firm directs more than 100 million customer interactions every day. Genesys is an Alcatel subsidiary.

Alcatel provides communications solutions to telecommunication carriers, internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel claimed sales of approximately €13.1 billion (US $16.4 billion) in 2005 and currently employs some 58,000 employees in more than 130 countries.