Genesys and Microsoft Business Solutions Partner

SAN FRANCISCO, CA - Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that it has been named a Microsoft® Business Solutions ISV partner. As part of the relationship, Genesys will offer a Gplus Adapter for Microsoft Business Solutions CRM, a packaged integration that links its industry-leading call center suite with Microsoft's customer relationship management applications. Together, the Genesys call center suite and Microsoft CRM will enable companies to easily leverage customer service functionality formerly available only through complex and lengthy installations. Microsoft Business Solutions is a division of Microsoft and offers a range of integrated, end-to-end business applications and services designed to help, small, mid-market and corporate businesses become more connected with customers, employees, partners and suppliers. The integration between Microsoft CRM and Genesys solutions for customer service, help desks, order desks, collections, outbound telesales and service, should reduce risk and complexity for customers deploying combined CRM and call center applications. The Gplus Adapter for Microsoft CRM, available in the first half of 2004, will enable companies to share and leverage data between Genesys and Microsoft CRM. "We are pleased to have Genesys join the ranks of Microsoft Business Solutions ISV partners," said Jeff Young, general manager - emerging solutions, Microsoft Business Solutions. "Genesys' experience in call center solutions will enable our joint customers to maximize the return on their investment through increased customer service functionality." "Our relationship with Microsoft is further evidence of Genesys' commitment to supporting the individual choices and needs of our customers," said Paul Segre, Genesys chief technology officer. "Like Genesys, Microsoft is making a commitment to delivering service-enhancing technologies, and integrating our product offerings will make it even easier to implement a complete customer service solution." Genesys offers an integrated set of contact center solutions, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Universal Workflow. The suite offers the benefits of streamlined installation and suite-wide management and reporting, helping business bring new customer contact management functionality quickly to market. In addition, Genesys offers Voice Portal, an advanced voice self-service software solution that provides access to Web-based information from any phone; Genesys Expert Contact, which extends the customer's reach beyond the contact center to subject experts throughout the company; and Genesys IP Contact Center, a next generation interaction management solution that extends Genesys' integrated suite of proven products to Internet Protocol (IP) networks.
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