Oracle becomes first to earn Genesys Gvalidated integration status

• Companies Look to Improve Product Integration and Customer Assistance with Validated Integration and Cooperative Support

Oracle Corp. (NSDQ: ORCL) and Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP), announced today that Oracle has become the charter Genesys InterActs member to receive Gvalidated integration status for their Oracle Telephony Adapter. To reach this status, a company must be accepted into the Genesys validation programme and successfully develop and deploy integration software for the Genesys Customer Interaction Suite. Gvalidated is the highest status for a non-Genesys developed integration. Genesys Telecommunications Laboratories, Inc. is also a member of the Oracle PartnerNetwork.

The Oracle Telephony Adapter for Genesys integrates Inbound Voice data from the Genesys Customer Interaction Suite with Oracle TeleService, the information driven customer service and contact centre application within the Oracle E-Business Suite. During a customer interaction, Genesys Inbound Voice data is used to perform a customer look-up, enabling targeted and context-specific screen pops into Oracle TeleService, thereby delivering real-time interaction data to the agent. By integrating channel data from Genesys with business information from Oracle applications, contact centre agents are empowered with the breadth of information required to efficiently satisfy service requests, including customer profile, open requests, orders, payments and invoices.

To support the Oracle Telephony Adapter, Genesys and Oracle have agreed to cooperatively support mutual customers who implement the Oracle Telephony Adapter for Genesys. Either support organisation may serve as an initial single point of contact for technical issues with a goal of providing more efficient service and the highest level of customer satisfaction.

“Using the Oracle Telephony Adapter, companies are able to integrate Genesys interaction data into Oracle TeleService, enabling contact centre agents to better understand customer enquiries, speed time to resolution, and increase customer satisfaction,” said Matthew Self, Oracle vice president of service applications development. “By equipping agents with consistent and accurate service information across all communications channels – phone, e-mail and Web – companies are in a much better position to drive incremental revenue opportunities, cut costs, and improve the overall effectiveness of their customer service operations.”

“Our cooperative approach to customer support makes it easier for joint customers to do business with either company,” said Karl Holzthum, senior vice president of worldwide channels and alliances at Genesys. “Enterprise customers are looking for proven products that are backed by superior customer support and we are now able to deliver that support, regardless of which company the customer initially contacts.”

The Genesys InterActs Program is designed to provide business development, technical, educational, and marketing tools and resources to participating system integrator, value-added reseller and managed service provider partners worldwide. To become a Gvalidated partner, a company must successfully develop and deploy integration software with the Genesys Customer Interaction Suite and apply for validation with Genesys. The validation process focuses on validating the architecture, design and documentation to ensure that the integrated software has adhered to and met Genesys standards. The Oracle Telephony Adapter has been validated by Genesys for two market-leading PBX platforms and remains available for deployment with any PBX platform currently supported by the Genesys Interaction SDK.

About Oracle:
Oracle is the world's largest enterprise software company. For more information about Oracle, visit our Web site at www.oracle.com

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.

Trademarks:
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.

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

Susanne Penner
Oracle Corp.
001 650.506.1973
susanne.penner@oracle.com