Genesys Announces SAP Certfication Of Gplus Adapter For mySAP CRM

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA) announced today SAP certification of the Genesys Gplus Adapter for the latest release of mySAP Customer Relationship Management (mySAP CRM). This certification represents the latest milestone in the partnership between the two companies, building on existing certified integrations for SAP R/3 and other versions of mySAP CRM.

Out-of-the-box integration between mySAP CRM and Genesys contact center software enables faster, more accurate customer service by providing agents with comprehensive, real-time information on customer interactions. The latest version of mySAP CRM leverages SAP's newly developed integrated communication interface for multi-channel access, and introduces a state-of-the-art browser-based interaction center for agents. Genesys is one of the first contact center solution providers to build an integration directly to this Web-based product, uniting Genesys' call center software for phone, email and Web communications with mySAP CRM.

Genesys completed SAP's rigorous certification process, ensuring high quality integration and overall customer satisfaction. With this latest certification from SAP, Genesys is one of the only contact center software providers to provide a certified integration to the full suite of mySAP CRM.

"We are very pleased that Genesys has met our requirements for certification," states Rainer Zinow, vice president of mySAP CRM, SAP AG. "Our renewed collaboration with Genesys brings added value for our customers who demand a tightly coupled interaction center solution backed by the quality assurance of two market leaders, as well as mySAP CRM, the market's most comprehensive, industry-specific solution."

The Genesys Gplus Adapter also significantly increases speed of implementation and integration processes, enabling enterprises to quickly leverage the benefits of a comprehensive, combined contact center and mySAP CRM, while minimizing operational costs.

"Quality of service plays an ever-increasing role in a company's competitiveness, with customer expectations for service higher than ever," said Paul Segre, chief technology officer at Genesys. "However, service technologies must offer fast returns and low total cost of ownership to be viable in today's economy. Delivering low implementation, integration and operational costs is a focus for both Genesys and SAP, making the relationship between the two companies a real win for our joint customers."

About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. 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.