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Genesys announces availability of Gplus adapter 6.5.1 for Siebel 7.5

  • 15 October, 2003 10:25

<p>Genesys has released a new integration Adapter for Siebel 7.5. This enables joint customers of Genesys and Siebel software to quickly and easily improve customer service while reducing integration and operating costs.</p>
<p>Two customers in Australia utilising Genesys Gplus adapters for Siebel include Telstra and AMP.</p>
<p>Genesys and Siebel also have a Global Cooperative Technical Support Agreement for joint customers.</p>
<p>For further information please contact Jennie Watson or Jessica Sealby at Howorth Communications on +61 2 9904 4533 or email pr@howorth.com.au</p>
<p>Genesys announces availability of Gplus adapter 6.5.1 for Siebel 7.5</p>
<p>Out-of-the-box integration provides faster deployment of combined customer service and eBusiness applications</p>
<p>SYDNEY, 15 October 2003 — Genesys Telecommunications Laboratories has announced the availability of the Genesys Gplus Adapter 6.5.1 for Siebel 7.5. This release is in addition to Genesys’ existing Gplus Adapter releases supporting Siebel 7 and Siebel 2000. Tight interoperability of Genesys’ contact centre solutions with Siebel eBusiness Applications helps joint customers gain a competitive edge by leveraging business intelligence to improve customer service. Out-of-the-box integration also dramatically reduces implementation time and ongoing operational costs.</p>
<p>“As Shell Oil evaluated various solutions for our new customer service centre, we looked for software vendors who would work with us to simplify and streamline the implementation and integration processes,” said Brooks Herring, director of retail operations, Shell Oil Products. “Leveraging the integration between Siebel and Genesys enabled us get our contact centre up and running faster than we had anticipated and allows us to maximise effectiveness of the joint CRM and customer service combination. Together, Siebel and Genesys solutions provide our customer service agents easy access to important data as they interact with our customers.”</p>
<p>Genesys Gplus 6.5.1 Adapter for Siebel 7.5 new functionality includes:</p>
<p>Blended inbound/outbound contact
Real-time configuration synchronisation and list import
Integration with Siebel Marketing and real-time campaign closed-loop updates
Multimedia with Genesys e-mail
Real-time email routing for Siebel eMail Response
Simultaneous release on Windows and Unix platforms
Support for 10 switch platforms</p>
<p>Currently there are 90 customers worldwide utilising the Genesys Gplus adapter in their production environments. In addition to out-of-the-box integration, Siebel Systems and Genesys have a joint Global Cooperative Technical Support Agreement to ensure fast and efficient resolution of technical issues for joint customers.</p>
<p>"Customers are becoming more sophisticated, with higher expectations and demands for customer service,” said Paul Segre, chief technology officer of Genesys. “In order to stay competitive, enterprises realise they must leverage their customers’ data to improve service and loyalty. The integration of both market-leading technologies enables joint customers of Genesys and Siebel Systems to quickly and easily improve customer service while reducing integration and operating costs.”</p>
<p>Genesys provides open software applications designed specifically to optimise customer service – in the contact centre and across the enterprise. Genesys helps enterprises reduce costs and increase revenues while enabling personalised cost-effective multimedia customer service that generates profitable customer relationships. Siebel Systems provides organisations with a proven set of industry-specific best practices, CRM applications software, and business processes, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business.</p>
<p>About Genesys</p>
<p>Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of open software applications designed specifically to optimize customer contact – in the contact centre and across the enterprise. Genesys enables personalized cost-effective multimedia customer service that generates long-term, profitable customer relationships.</p>
<p>Genesys’ infrastructure-independent solutions enable businesses to intelligently route customer interactions across all communications channels – phone, e-mail and Web – to the appropriate agent or company resource based on business drivers such as service levels, revenue goals, individual customer value and demographic information, agent skill sets and company-wide business processes. The Company’s Gplus program offers packaged integration to leading CRM applications from Siebel Systems, PeopleSoft and SAP.</p>
<p>Headquartered in Daly City, California, Genesys has served Global 2000 enterprises and telecommunications service providers worldwide for more than 12 years. Genesys maintains a global network of strategic partners, including Alcatel, IBM, PeopleSoft, SAP, Siebel Systems and Verizon. Visit www.genesyslab.com for more information.</p>
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<p>Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.</p>
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