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Microsoft teams with Genesys on CRM solutions

  • 10 October, 2003 11:54

<p>Genesys has been named a Microsoft Business Solutions ISV partner. As part of the relationship, Genesys will offer a Gplus Adapter for Microsoft Business Solutions CRM, a packaged integration that links its call centre suite with Microsoft’s customer relationship management applications.</p>
<p>In addition, Genesys has formed an alliance with Avanade. The companies will deliver a combined contact centre/CRM offering expected to deliver customers a 25 per cent increase in productivity, 35 per cent increase in agent retention, 65 per cent increase in revenue and investment payback in as little as two months.</p>
<p>Both announcements follow. For further information and/or an interview with James Brooks, Genesys Australasia’s managing director, please contact Jennie Watson or Graham White on +61 2 9904 4533 or via pr@howorth.com.au</p>
<p>News Release</p>
<p>Alcatel’s Genesys and Microsoft Business Solutions Align</p>
<p>- Packaged Integration between Genesys Call Centre Suite and Microsoft Business Solutions CRM will Provide Easily Deployable and Manageable Customer Service Solution -</p>
<p>SYDNEY, October 10, 2003 — Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that it has been named a Microsoft® Business Solutions ISV partner. As part of the relationship, Genesys will offer a Gplus Adapter for Microsoft Business Solutions CRM, a packaged integration that links its industry-leading call centre suite with Microsoft’s customer relationship management applications. Together, the Genesys call centre suite and Microsoft CRM will enable companies to easily leverage customer service functionality formerly available only through complex and lengthy installations.</p>
<p>Microsoft Business Solutions is a division of Microsoft and offers a wide range of integrated, end-to-end business applications and services designed to help, small, mid-market and corporate businesses become more connected with customers, employees, partners and suppliers. The integration between Microsoft CRM and Genesys solutions for customer service, help desks, order desks, collections, outbound telesales and service, will significantly reduce risk and complexity for customers deploying combined CRM and call centre applications.</p>
<p>The Gplus Adapter for Microsoft CRM, available in the first half of 2004, will enable companies to share and leverage data between Genesys and Microsoft CRM, resulting in a lower total cost of ownership, improved operations and improved customer satisfaction. Unlike competitive offerings, Genesys call centre solutions:</p>
<p>- Are 100% software – providing scalability and ability to easily add new features and functionality as it comes to market</p>
<p>- Offer multiple PBX support – allowing companies to leverage existing telephony infrastructure and avoid the need to buy new hardware</p>
<p>- Support both inbound and outbound communications – enabling companies to maximize personnel resources</p>
<p>- Support both Internet Protocol and traditional circuit-switched telephony – delivering an unmatched level of protection on existing and future infrastructure investments</p>
<p>“We are pleased to have Genesys join the ranks of Microsoft Business Solutions ISV partners,” said Jeff Young, general manager – emerging solutions, Microsoft Business Solutions. “Genesys’ experience in call centre solutions will enable our joint customers to maximize the return on their investment through increased customer service functionality.”</p>
<p>“Our relationship with Microsoft is further evidence of Genesys’ commitment to supporting the individual choices and needs of our customers,” said James Brooks, managing director, Genesys Australasia. “Like Genesys, Microsoft is making a commitment to delivering service-enhancing technologies, and integrating our product offerings will make it even easier to implement a complete customer service solution.”</p>
<p>Genesys offers an integrated set of contact centre solutions, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Universal Workflow. The suite offers the benefits of streamlined installation and suite-wide management and reporting, helping business bring new customer contact management functionality quickly to market. In addition, Genesys offers Voice Portal, an advanced voice self-service software solution that provides access to Web-based information from any phone; Genesys Expert Contact, which extends the customer’s reach beyond the contact centre to subject experts throughout the company; and Genesys IP Contact Centre, a next generation interaction management solution that extends Genesys’ integrated suite of proven products to Internet Protocol (IP) networks.</p>
<p>-ends-</p>
<p>News Release</p>
<p>Genesys and Avanade Join Forces to Deliver Superior Cost of Ownership of Microsoft CRM</p>
<p>- The Alliance Combines Genesys Contact Centre Software with Microsoft CRM Applications Allowing Companies to Optimise Customer Service Interaction and Increase Profitability -</p>
<p>SYDNEY, October 10, 2003 — Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), and Avanade Inc., the premier global technology integrator for Microsoft solutions in the enterprise, announced today that they have formed an alliance to deliver a combined Genesys contact centre and Microsoft Business Solutions CRM offering.</p>
<p>With a low cost of ownership and the ability to integrate into back-end, existing systems, the new solution will provide customers with a competitive advantage by allowing them to optimise customer service interactions and increase profitability. The companies expect their integrated solution to deliver a 25 percent increase in productivity, 35 percent increase in agent retention, 65 percent increase in revenue and investment payback in as little as two months.</p>
<p>Genesys, a Microsoft Business Solutions ISV partner, offers an integrated suite of contact centre solutions for mid-sized to large enterprises, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Expert Contact. In addition, Genesys offers advanced voice self-service technologies with its Voice Portal, and a next generation interaction management solution, Genesys IP Contact Centre, for Internet Protocol (IP) networks. In a related announcement, Genesys stated it will offer a Gplus Adapter for Microsoft CRM, a packaged integration that links its industry-leading call centre suite with Microsoft customer relationship management applications.</p>
<p>Avanade, a joint venture between Accenture and Microsoft, boasts a legacy of superior customer service, exceptional rigor in project delivery and a thorough understanding of how today's technologies meet tomorrow’s innovations to yield business value. Using its pragmatic approach and in-depth knowledge of Microsoft technologies, Avanade has helped hundreds of companies around the world use Microsoft technology to cut costs and improve business results through IT standardisation, consolidation and integration.</p>
<p>“We’re committed to helping companies make the most of existing IT investments in their approach to new IT implementations. This means helping customers achieve the lowest possible total cost of ownership,” said Mike Pazak, general manager of Microsoft Business Solutions at Avanade. “By combining our domain knowledge of the Microsoft CRM product with the power, functionality, and flexibility of the proven Genesys contact centre software we can deliver superior customer management solutions that improve business performance.”</p>
<p>“The true benefits of enterprise CRM applications are only realised when tightly coupled with visibility into and control over real-time customer interactions – this is the key to increased customer satisfaction, loyalty and profitability,” said James Brooks, managing director, Genesys Australasia. “By applying Avanade’s insights gained from countless previous customer engagements, our joint customers will realise complete and integrated Microsoft CRM–Genesys solutions quickly and cost-effectively.”</p>
<p>About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centres. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.</p>
<p>About Avanade
Avanade is the world’s premier technology integrator for Microsoft solutions. The certified technologists at Avanade help customers use Microsoft technology to realize a lower total cost of ownership for their infrastructure and application investments. Additional information can be found at www.avanade.com.</p>
<p>Media Contacts:
Jennie Watson, Howorth Communications: +61 2 9904 4533, pr@howorth.com.au
Michelle Faust, Avanade: +312-373-5914, michellef@avanade.com
Maya Lee, Fleishman-Hillard for Avanade: +212-453-2317, leemay@fleishman.com</p>

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