Genesys Telecommunications Laboratories has unveiled a new reseller, developer and systems integration certification program with the aim of ensuring smooth implementations and high satisfaction for customers when they use the Genesys suite of contact center software.

In addition, Joseph Lim, director of channels and alliances, APAC, Genesys Telecommunications Laboratories Asia notes, “Genesys substantially depends on its channel partners and alliances. Our indirect channel is vital for our growth and market penetration.”

The new Genesys Partner Certification Program complements its existing InterActs and InterWorks partner programs by certifying all of the key capabilities required for a successful customer implementation, including technical training, lab systems, implementation experience, and a consistent set of professional services and support processes. The program is designed for VARs, applications developers and system integrators that have significant resources, expertise and support infrastructure dedicated to the Genesys platform.

Partners who meet a strict set of requirements and pass an application and audit process will be branded as Gold Certified in particular product areas. Genesys Gold Partner certification is available to all levels of existing partners, including Premier, Strategic and Global. In addition, under the program, a partner may choose to be certified in the entire suite of Genesys products – including Inbound Voice, Outbound, Multimedia, Workforce Management and Genesys Voice Platform – or to meet a narrower set of requirements, such as limiting their certification to the Genesys Voice Platform (GVP).

“The Genesys Gold Certified Partner Program certifies all of the key capabilities for a successful customer implementation, and complements our existing certification through Genesys University,” says Karl Holzthum, senior vice president, Worldwide Channel & Alliances for Genesys. “Partner certification extends beyond individual qualifications and covers other technical capabilities such as lab systems, implementation history and success, professional services and support infrastructure. Gold certification certifies an entire partner company, not just individual employees,” he elaborates.

Lim adds that the program effectively rewards the company’s most loyal partners by providing differentiation to partners who have gained a superior level of expertise in the deployment of Genesys solutions and who have illustrated success in customer implementations and support.

To qualify for Gold certification status at either the suite or GVP level, a partner must meet the following criteria:

• A proven history of customer implementations within the past two years.
• A full lab system in place for all Genesys products certified and supported.
• Extensive employee training for all Genesys products certified and supported.
• Professional services methodologies and practices in place and adhered to.
• Support infrastructure, personnel and practices in place.

Gold Certified Partners will be recognized for both their expertise and commitment by qualifying for use of the Genesys-approved logo, receiving exposure and branding through the Genesys Partner directory. In addition, Gold Certified Partners will receive marketing benefits and technical tools and enablement services provided only to Gold partners.

On an ongoing basis, re-certification is required every two years to maintain Gold Certified status. The same processes and requirements must be met for each re-certification period.

Commenting on Genesys’ objectives with the new program, Lim says, “At the highest level, the single most important strategic goal for Genesys is to make our customers more successful and to continue to deliver on the business case that we promote. For our existing customers, that means helping them evolve to the next level of contact center performance with next-generation routing and sophisticated multimedia customer interaction. For new customers, it means sharing world’s best practice solutions for everyday contact center challenges, and creating innovative business solutions to address key customer service issues.”