Genesys and Microsoft Partner

SAN FRANCISCO - Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), is teaming with Microsoft to deliver vertical solutions for the health care industry; with key technology integration, including Microsoft Dynamics CRM 3.0 and the Genesys Customer Interaction Management Suite; built on Microsoft Windows Server System and Microsoft SQL Server 2005.

Genesys will focus on micro vertical segments including pharmaceutical, hospitals, managed health care and health care provider.

Genesys, Microsoft and Forrester Research hosted a webcast titled, "Transformation Trends for Consumer Services in Health care Today" to address recent technology trends that are changing how call centers operate on a day-to-day basis within the health care industry, including ways to implement an effective multi-channel customer service strategy and—ultimately—build profitable and loyal relationships.

"There are a variety of pressure points transforming customer service in the health care industry, including rising demand for consumer information and communication, complex new regulations and programs, and cost-containment burdens," said Brad Holmes of Forrester. "If a company is to evolve its operations to address these needs, it's critical to understand the tools and processes available to improve them."

In addition, Microsoft and Genesys also invested in integrating their technology platforms. As part of their collaboration, Microsoft and Genesys developed a Genesys Gplus adapter to integrate Microsoft Dynamics CRM 3.0 with the Genesys 7.2 Customer Interaction Management Suite to support any customer interaction over the Web, e-mail, phone, voice self service and other channels, spanning traditional telephony to IP environments.

The Webinar replay may be accessed here: http://www.bulldogsolutions.net/GenesysLab/archives/GTL05162006/archive.asp


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