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Genesys to Develop PeopleSoft 8 CRM Multi-Channel Integration as Part Of Global RelationshipSAN FRANCISCO, Oct. 9 / -- Genesys Telecommunications Laboratories Inc., a wholly owned subsidiary of Alcatel (NYSE: ALA - news), today announced a strategic alliance with PeopleSoft Inc. (Nasdaq: PSFT - news) aimed at tight integration between the PeopleSoft 8 CRM and Genesys contact center offerings. The goal of the partnership is to offer customers a comprehensive solution that manages customer interactions via all communication channels including Voice, E-mail and the Web. The alliance builds on an existing integration built by PeopleSoft -- called PeopleSoft CTI Integration -- that quickly and easily enables businesses to connect PeopleSoft Customer Relationship Management (CRM) with Genesys' voice-based routing and interaction management solutions for contact centers.(Photo: http://www.newscom.com/cgi-bin/prnh/20010524/GENESYSLOGO ) Genesys plans to develop a Gplus Adapter for PeopleSoft 8 CRM. The adapter is expected to save organizations time and money by delivering quick, pre-configured integration of Genesys 6 multimedia contact center solutions, including version 6.1, with PeopleSoft 8 CRM. The Genesys 6 Suite includes Enterprise Routing, Network Routing, Universal Workflow, Outbound Contact, Internet Contact, and Workforce Management. ``Through our partnership with Genesys, we will deliver a pure internet CRM solution that can significantly improve the efficiency of call centers. The Genesys integration with PeopleSoft 8 CRM is expected to facilitate intelligent customer routing decisions based on business rules and customer profiles, the sharing of real-time and historical customer data, advanced reporting information, and the integration of contact center and web-site activity -- regardless of media type,'' said Stan Swete, senior vice president and general manager, PeopleSoft CRM. ``Right now, enterprise customers with contact centers are looking for fast, seamless ways to deploy an integrated CRM strategy that includes multi-channel reach, segmentation and personalization. These adapters are expected to provide customers with an integrated multi-media solution supported by a tested and certified implementation process,'' said Steve Rutledge, vice president, Gplus Program, Genesys. ``PepsiAmericas is continuously looking for ways to offer the best customer service in the business,'' said David Van Volkenburg, Manager IT Applications. ``Genesys integrated with PeopleSoft CRM 8 allows faster deployment and seamless integration with other applications. Over 50% of our business will require an agent/customer relationship, and the ability to combine voice and data at the agents desktop will greatly enhance the efficiency of the customer/agent interaction. This relationship is imperative in sharing customer information, which will improve the overall PepsiAmericas' customer experience.'' About Genesys Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel, is the leading provider of universal queue contact center solutions for complete customer relationship management. Genesys offers an integrated suite of open, infrastructure-independent applications that manage interactions across all media types, networks and applications. Headquartered in San Francisco, Genesys has served Global 2000 enterprises and major telecommunications carriers and service providers for more than for 10 years. Today, Genesys has offices around the world and maintains a global network of partners, including BroadVision, IBM Global Services, Alcatel, SAP, Siebel Systems and Siemens. Visit www.genesyslab.com or call 1-888-GENESYS (in the U.S.) for more information. Editorial Contact: Carla Kay Barlow Advanced Visual Systems, Inc. 505/242-3600 Ext. 12 media@avs.com top of page |
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