Genesys Announces Gplus Adapter for Use With SAP(R) CRM Analytics Capabilities



    
    Genesys Becomes First Customer Interaction Management Software Suite to
    Tightly Integrate Analytics Processing and Customer Service with SAP
    NetWeaver(R) BI
    

    SAN DIEGO, April 24 /CNW/ -- Genesys Telecommunications Laboratories,
Inc., an Alcatel-Lucent company (Euronext Paris and NYSE:   ALU), today
announced the new Genesys Gplus Adapter for use with the analytics
capabilities of the SAP(R) Customer Relationship Management (SAP CRM)
application. Genesys is the first SAP Software Partner to tightly integrate
its customer service software with the SAP NetWeaver(R) Business Intelligence
(SAP NetWeaver BI) component of the SAP NetWeaver platform. The compatibility
of the Genesys Gplus customer service software solution integrated with SAP
CRM and SAP NetWeaver BI was tested and verified by Genesys in cooperation
with SAP Labs.
    The Genesys Gplus Adapter enables the Genesys 7.5 suite to work
seamlessly with complementary applications such as SAP. By integrating the
Genesys 7.5 suite with SAP NetWeaver BI, SAP's solution for business
intelligence and information management, companies are better able to
orchestrate customer interactions based on the appropriate business processes
and improve their ability to use analytics to understand customer needs.
Genesys 7.5, in conjunction with SAP NetWeaver BI, provides key managers
up-to-date data needed to improve operational efficiencies and apply the most
effective business processes to each customer interaction.
    Genesys, an SAP Software Partner and member of SAP's Enterprise Services
Community, has a longstanding partnership with SAP. Genesys makes it possible
for SAP software solutions to support numerous telephony and IP environments
with an open platform that allows customers using SAP solutions to leverage
telephony equipment from multiple manufacturers and integrate with SAP's full
range of applications. Genesys and SAP can now integrate virtually every key
application needed to deliver exceptional customer service through the
integration of key systems, including CRM, integrated communications, voice
self-service, customer data, analytics and business processes. In 2006,
Genesys became an ES community member and one of the first customer
interaction management software suites to reach all three levels of SAP
certification, including Powered by NetWeaver/Netweaver Certification, SAP
Integrated Communications Interface (ICI) and SAP R3. The Genesys Gplus
Adapter for use with the analytics capabilities of SAP CRM is available now
and will be introduced at the annual Genesys G-Force conference in San Diego
and SAPPHIRE(R) '07 Atlanta during the week of April 23, 2007.

    
    About Genesys Telecommunications Laboratories, Inc.
    
    Genesys, an Alcatel-Lucent company, is the only company that focuses 100%
on software to manage customer interactions over the phone, web and in e-mail.
The Genesys software suite dynamically connects customers with the right
resources - self-service or assisted-service - to fulfill customer requests,
optimize customer care goals and efficiently use resources. Genesys software
directs more than 100 million customer interactions every day for 4,000
companies and government agencies in 80 countries. These companies and
agencies can leverage their entire organization, from the contact center to
the back office, to improve the overall customer experience. As a result,
Genesys helps stop customer frustration, drive efficiency, and accelerate
business innovation. For more information, go to www.genesyslab.com or visit
the industry blog at www.betterinteractions.com

    
    About Alcatel-Lucent
    
    Alcatel-Lucent (Euronext Paris and NYSE:   ALU) provides solutions that
enable service providers, enterprises and governments worldwide, to deliver
voice, data and video communication services to end-users.  As a leader in
fixed, mobile and converged broadband networking, IP technologies,
applications, and services, Alcatel-Lucent offers the end-to-end solutions
that enable compelling communications services for people at home, at work and
on the move.  With operations in more than 130 countries, Alcatel-Lucent is a
local partner with global reach. The company has the most experienced global
services team in the industry, and one of the largest research, technology and
innovation organizations in the telecommunications industry. Alcatel-Lucent
achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is
incorporated in France, with executive offices located in Paris. [All figures
exclude impact of activities transferred to Thales]. For more information,
visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

    NOTE:  SAP, SAP NetWeaver, SAPPHIRE and other SAP products and services
mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and in several other countries all
over the world.
    All other product and service names mentioned are the trademarks of their
respective companies.





For further information:

For further information: David Radoff of Genesys, +1-650-466-1078, or 
dradoff@genesyslab.com Web Site: http://www.genesyslab.com

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GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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