Genesys teams with PeopleSoft to deliver contact centre products worldwide

  • Reseller agreement provides a single, integrated source for enterprise contact centres to offer multichannel customer interactions and personalised customer service

Genesys Telecommunications Laboratories, a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that it has signed a global reseller agreement with PeopleSoft, Inc. (Nasdaq: PSFT), the world's second largest provider of enterprise application software. The agreement is aimed at providing enterprises worldwide with next generation, “real-time contact centre” service capabilities. These capabilities blend computer telephony integration (CTI), customer relationship management (CRM) and analytics to provide insight into company operations and help managers make real-time adjustments based upon business policies.  

Under the agreement, PeopleSoft and Genesys will work together to develop contact centre solutions and define product roadmaps, beginning with the next release of the ‘out-of-the-box’ integration between Genesys software and PeopleSoft Enterprise CRM products. This integration will greatly reduce the complexity, risk and time normally experienced with integrated call centre / CRM deployments. In addition, PeopleSoft will resell the Genesys Framework and Genesys Gplus Adapter for PeopleSoft, allowing enterprises to work with a single technology supplier.

Since the introduction of the first Gplus Adapter for PeopleSoft in 2001, Genesys and PeopleSoft have successfully provided mutual enterprise customers with the ability to integrate Genesys software and PeopleSoft Enterprise CRM products, resulting in improved contact centre productivity, and increased customer satisfaction and loyalty.

“The new server-side Gplus Adapter for PeopleSoft, available now, is built for PeopleSoft’s industry-leading architecture and will provide our mutual enterprise customers with the ability to integrate Genesys 7 products with PeopleSoft CRM 8.9, resulting in improved contact centre productivity,” said Karl Holzthum, Genesys senior vice president, Worldwide Channels and Alliances.

With the Adapter, incoming customer interactions managed by Genesys will be automatically passed to PeopleSoft applications, increasing productivity, agent knowledge and response time through the availability of richer customer interaction data. Large companies and mid-size enterprises will benefit from reduced technology installation time and costs, while accelerating return on contact centre investments through the reduction of integration requirements.

“Our partnership with Genesys has consistently provided businesses with a highly productive and effective call centre solution, allowing agents to respond more efficiently to customer needs,” said Steve Roop, vice president of product marketing, PeopleSoft CRM. “We now provide an ‘out-of-the-box’ implementation supported by both PeopleSoft and Genesys, which lays the foundation for future implementation of additional Genesys products, designed to work seamlessly with PeopleSoft, as contact centres grow in response to the needs of customers.”

The Genesys / PeopleSoft reseller agreement builds on the strengths of the award winning market leaders and their ongoing relationship. Together, Genesys and PeopleSoft deliver a single, integrated contact centre solution that allows customers to choose their preferred communication channel and experience a consistent, superior and individualised level of service.

About Genesys:

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100 per cent focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations 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.genesyslabs.com for more information.

Media Contact:
Paul Roberts
Genesys
0118 9747144
proberts@genesyslab.co.uk