Communications-equipment maker Alcatel has agreed to acquire IBM's CallPath assets for an undisclosed amount. CallPath is software that integrates incoming telephone calls, customer information and Web transactions. Under the agreement, 54 IBM CallPath employees located in Research Triangle Park, N.C., will be offered employment with Genesys Telecommunications Laboratories, a subsidiary of Alcatel. Genesys will provide support for all of CallPath's customers, although IBM remains the primary services contact under existing agreements. Both companies intend to provide services and support for CallPath products.
IBM and Genesys, which have partnered in the past, also plan to jointly market and develop new customer service products based on existing applications from both companies. IBM Global Services, Big Blue's services and consulting arm, already has a practice for implementing the entire line of Genesys customer and contact center products such as speech-recognition technology and voice-response applications.