Dimension expands in Europe

Systems integrator to sell Genesys routing software across the continent

Systems integrator Dimension Data has bulked up its relationship with Alcatel subsidiary Genesys Telecoms Laboratories by agreeing to sell its contact-centre routing software across the whole of Europe.

Genesys also sells through Accenture and IBM Global Services on a worldwide basis, as well as through systems integrator Damovo in Europe. Dimension Data currently sells Genesys products in Belgium, France and Italy.

"We will now work with Genesys across the continent and ensure a standard service-level agreement," said Jean-Marc Pajot, customer interactive solutions director for Europe at Dimension Data.

"The market for these products is growing and changing because the price of the technology is decreasing."

Dimension has had difficulties since posting disappointing results in 2001, but Rachel Power, analyst at Canalys, said the firm had made strides to correct problems and was doing well in a tough European market. However, its Asian operation issued a profit warning in March.

The subsidiary, Datacraft Asia, said it would break even on its six-month trading period ended 31 March 2003. Dimension has built on an deal with EMC, and stepped up the marketing of its IP telephony offerings.

Power said: "With more companies looking to improve their communications with customers, this will enhance Dimension's offering."

Pajot added: "It is important for us to work with industry leaders. Genesys complements our Cisco infrastructure business."

The Genesys middleware products route calls made into a customer contact centre. The vendor's portfolio includes Voice Portal, which enables access to web-based applications via any phone, and Express, which offers customer service functionality.

Dimension will become a major European integrator for Genesys, according to Paul Uijtewaal, senior vice-president of Genesys. He said the deal will increase awareness of both companies in Europe.