In today’s competitive business environment, differentiating your compan...
Below are the detailed capabilities and business benefits of the Genesys Gplus Adapter for Microsoft CRM:
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Genesys and Microsoft CRM: Pre-Packaged Customer Service Integration


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Genesys and Microsoft CRM: Pre-Packaged Customer Service Integration

  1. 1. SUPERIOR CUSTOMER SERVICE = COMPETITIVE ADVANTAGE In today’s competitive business environment, differentiating your company’s products and services from the competition can be challenging. Consumers are demanding more from businesses and superior customer service is emerging as a key factor in customer loyalty and repeat business. As a result, customer service strategies must be adapted to meet the demands of this increasingly sophisticated customer base, one that can easily defect to the competition. Restricted budgets and limited IT staff make it risky for mid-size enterprises to adopt new technologies. But it’s even a greater risk to maintain the status quo: a recent consumer survey reported that 85% of consumers said they would stop using a company’s product or service based on a bad call center experience.* Conversely, 76% of consumers stated that they would buy from a company again based on a good call center experience.* No matter what the size of the business, companies need to implement more business-driven customer service strategies. These strategies allow you to automatically identify callers and incorporate customer segmentation to deliver business value for both inbound and outbound communications. MERGING GENESYS WITH MICROSOFT CRM To address these challenges, Genesys Telecommunications Laboratories is building a standardized adapter that integrates Microsoft Customer Relationship Management (CRM) with Genesys’ leading interaction management technology for customer service, help desk, and telemarketing groups. Initially, the pre-packaged integration will provide voice capabilities with support for multiple media types in a subsequent release. Together, Genesys and Microsoft are delivering a powerful combination of industry- leading software solutions that reduces risk for businesses. The integration of Microsoft CRM and Genesys intelligent routing software and customer service solutions provides “out-of-the-box” functionality to accelerate implementation time and reduce the total cost of ownership. The Genesys Gplus Adapter for Microsoft CRM provides compelling business advantages, such as: Lower total cost of ownership • Reduces integration costs • Speeds deployment • Leverages existing telephony and IT infrastructure investments Improve productivity • Unifies desktop for all media • Optimizes staffing through blending of voice and Microsoft e-mail, inbound and outbound interactions Improve customer satisfaction • Delivers consistent customer service • Ensures that customers never have to repeat information, customer data is provided with the call throughout the life of the call GENESYS AND MICROSOFT CRM PRE-PACKAGED CUSTOMER SERVICE INTEGRATION * Genesys Global Consumer Survey, May 2003. Genesys Gplus Adapter for Microsoft CRM MS-SQL DATABASE MICROSOFT CRM PSTN OR IP GPLUS ADAPTER FOR MICROSOFT CRM VOICE CALL CUSTOMER AGENT DESKTOP E-MAIL GENESYS SOLUTIONS
  2. 2. Below are the detailed capabilities and business benefits of the Genesys Gplus Adapter for Microsoft CRM: 1135v.1-09/03-U.S. © 2003 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys and Microsoft are delivering a powerful combination of industry-leading software solutions that reduces risk for businesses. 2001 Junipero Serra Blvd, Daly City, CA 94014 T 415.437.1100 F 415.437.1260 Corporate Headquarters Benefits • Allows companies to leverage existing telephony infrastructure investments and avoid the need to buy new hardware • The Genesys and Microsoft CRM integration supports all major PBX vendors • Supports TDM, IP and ‘hybrid’ network environments • Maximize personnel resources by configuring agents to manage both inbound interactions and, during lulls in inbound activity, enable agents to stay productive with outbound interactions • Preview dial capabilities allow agents to engage in proactive customer contact, providing higher levels of customer service and increased targeted sales opportunities • Allows companies to leverage existing IT infrastructure investments and avoid closed, proprietary systems • Provides scalability to support long-term business growth • By providing agents/personnel with the ability to view and manage both voice and Microsoft e-mail inquiries, using the same source data, customers enjoy easier access to sales and service, and receive a more consistent, satisfying experience • Agents manage customers using a single user interface, and are no longer required to toggle between applications for different media types • The merging of Genesys interaction management data with the Microsoft CRM customer information streamlines operations and provides agents with automated delivery of customer information as the call or e-mail arrives to the agent, including customer history • Agents are empowered with the proper tools to improve customer service • By pre-integrating Genesys and Microsoft CRM, the solution is easier and faster to deploy and manage • Total cost of ownership is lowered through reduced training and integration cost Feature Multiple platform support Inbound and preview dial capabilities Software-only solution Single data repository Seamless integration of customer data (screen pop) Pre-integrated solution The integration supports Microsoft CRM 1.2 and Genesys 7.0. For more information on the Genesys and Microsoft CRM integration, visit us at or contact us at 1-888-GENESYS (in the U.S.). ABOUT MICROSOFT CRM Microsoft Business Solutions CRM helps mid-market businesses build profitable customer relationships. Integrated Sales and Customer Service modules enable employees to share information to improve sales success and deliver consistent, efficient customer service. Sales and customer service features include leads and opportunity management, a complete view of customer history, automated incident management, and a searchable knowledgebase. Microsoft Business Solutions CRM also includes reporting tools for accurate forecasting and measurement of business activity and employee performance. Built using Microsoft .NET–connected technologies, Microsoft Business Solutions CRM is easy to deploy, customize, and use, accessible from Microsoft Outlook® and the Web, integrates with other business applications, and scales as your business grows. 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 for more information.