Genesys Teams With PeopleSoft to Deliver Contact Center Products Worldwide

Monday 13 December 2004 11:50 CET | News

Reseller agreement provides a single, integrated source for enterprise contact centers to offer multichannel customer interactions and personalized customer service.

Genesys Telecommunications Laboratories, Inc., an Alcatel company, has announced a global reseller agreement with PeopleSoft, Inc., the worlds second largest provider of enterprise application software. The agreement is aimed at providing enterprises worldwide with next generation service capabilities, or real-time contact center capabilities. Real-time contact center capabilities blend computer telephony integration (CTI), customer relationship management (CRM) and analytics to provide insight into company operations and help managers make real-time adjustments based upon business policies. Under the agreement, PeopleSoft and Genesys will co-develop contact center solutions and jointly define product roadmaps, beginning with the next release of the out-of-the-box integration between Genesys software and PeopleSoft Enterprise CRM products. This integration will greatly reduce the complexity, risk and time normally experienced with integrated call center / CRM deployments. In addition, PeopleSoft will resell the Genesys Framework and Genesys Gplus Adapter for PeopleSoft, allowing enterprises to work with a single technology supplier. Since the introduction of the first Gplus Adapter for PeopleSoft in 2001, Genesys and PeopleSoft have successfully provided mutual enterprise customers with the ability to integrate Genesys software and PeopleSoft Enterprise CRM products, resulting in improved contact center productivity and increased customer satisfaction and loyalty. With the Adapter, incoming customer interactions managed by Genesys will be automatically passed to PeopleSoft applications, increasing productivity, agent knowledge and response time through the availability of richer customer interaction data. Large companies and mid-size enterprises will benefit from reduced technology installation time and costs while accelerating return on contact center investments through the reduction of integration requirements. The Genesys / PeopleSoft reseller agreement builds on the strengths of the award winning market leaders and their ongoing relationship. Together, Genesys and PeopleSoft deliver a single, integrated contact center solution that allows customers to choose their preferred communication channel and experience a consistent, superior and individualized level of service.

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Categories: Payments & Commerce | Payments General
Countries: World
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