Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has announced the new Genesys Gplus Adapter for use with the analytics capabilities of the SAP customer relationship management (SAP CRM) application.
Genesys is the first SAP Software Partner to integrate its customer service software with the SAP NetWeaver 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.