NSC partners with old friend Genesys

Back to the future for NSC and Genesys.

Telecommunications specialist NSC has decided to again resell vendor Genesys Laboratories and become a certified partner in Australia and New Zealand.

The pair, which were partners in 2003, went their separate ways after an 18 month stint as a result of Avaya's exclusive partnership offer to NSC.

Avaya's softening of the exclusive partnership arrangement has now led to new opportunities for NSC.

"[In 2004] we decided to put all our eggs in the Avaya basket and that was based around a discussion I had with Avaya at the time," said Craig Neil (pictured), managing director at NSC Group.

"We were able to be an exclusive partner for Avaya. Their management was all about exclusive partners, the new Avaya strategy is not and it opened the opportunities," said Neil.

"At the time it was a good decision," said Neil, and the business "grew significantly".

The reinstated partnership was a "logical step" for NSC as it expands its managed services offering with a mix of complex architectures for its customers, many of whom have Genesys embedded in their contact centre, said Neil.

NSC's multi-vendor approach for contact centres, now includes Avaya, Nortel, Verint, Inference and Auraya.

Neil said Genesys is still the leading contact centre middleware application in the market and NSC liked "that it doesn't just sit on Avaya, it gives us a wider audience".

"It's good in key areas of the contact centre. There's a lot of new functionality," said Neil.

Meanwhile, to strengthen the partnership NSC has appointed Gary Howes, the former channel manager for Genesys, to develop business opportunities.