Genesys launches Gplus Adapter for Microsoft CRM
Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced the availability of its Gplus Adapter for Microsoft Business Solutions CRM. The Genesys Gplus Adapter for Microsoft CRM is a pre-packaged integration to share customer data between Microsoft CRM and the Genesys industry-leading call centre suite, resulting in a lower total cost of ownership, streamlined operations and improved customer satisfaction.
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"The mid-market has traditionally not had access to the full range of advanced call centre features," said Katrina Howell, program manager at industry analyst firm Frost & Sullivan. "With increased attention from vendors and the advent of pre-integrated solutions, these companies can now benefit from applications that are easy to deploy and result in cost savings as well as potential competitive advantages."
"The customer service functions gained by integrating Microsoft CRM and Genesys call centre software provide an array of services previously available only through complex and lengthy installations," said Jim Nelson, vice president of mid-market solutions at Genesys. "The Genesys Gplus Adapter for Microsoft CRM offers companies with small-to-midsize call centres a packaged integration with a low cost-of-entry, significantly reducing the time and complexity of deploying combined CRM and call centre applications."
Combined with Microsoft CRM, the Genesys Gplus Adapter provides:
Single agent-facing application for access to customer information and interaction management, resulting in increased agent productivity and reduced training costsAutomated "screen-pop" of customer information from the Microsoft CRM database upon incoming callsSupport for CTI call control functionality, providing agents with telephony capability seamlessly embedded in Microsoft CRM windowsSingle click outbound calls to engage in proactive customer contact, providing higher levels of customer service and increasing targeted sales opportunitiesMultiple platform support (TDM and IP), allowing companies to leverage existing telephony infrastructure investments and avoiding hardware "fork-lift" upgradesSupport of international character sets, broadening the potential user base for this joint solution
In use at more than 1,800 companies globally, Microsoft CRM is designed to support superior customer service and relationship-building. It enables information-sharing to help companies improve sales success and deliver consistent, efficient customer service. With the Genesys Gplus Adapter, Microsoft CRM customers gain quick and easy integration to the advanced routing and reporting capabilities offered by Genesys, as well as the benefits of the full Genesys Real-Time Interaction Suite.
"With the Gplus Adapter for Microsoft CRM and the Genesys Real-Time Interaction Suite, Genesys is delivering solutions that enable companies to maximise their CRM and call centre customer service investments," said Mike Pazak, general manager of Microsoft Business Solutions at Avanade. "Through our alliance with Genesys, we look forward to leveraging this new offering to create additional value for our customers using the Microsoft CRM application."