Genesys and Oracle Team to Deliver Integrated Offering

SAN FRANCISCO, CA - Genesys Telecommunications Laboratories Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced that Oracle Corp. has joined the Genesys Interacts Program as a strategic member. With program membership, Oracle will develop and support integration between the Oracle CRM applications and Genesys contact center software. The integration will benefit joint customers by enabling contact center agents to leverage customer data for improved customer service and satisfaction. "This integration gives businesses the best of both worlds--the proven contact center software of Genesys, with the business benefits of Oracle CRM applications," said Matthew Self, vice president of Oracle Interaction Center Development. "Through this powerful integration, customers can realize lower costs through automated business processes, improved management decisions using advanced business intelligence, and increased customer satisfaction and retention by providing a single 360-degree view of the customer." The integration between Oracle CRM applications and Genesys contact center solutions will significantly reduce risk and complexity for customers deploying combined CRM and contact center applications. In the past, companies have had to handle integration projects with in-house resources or consultants. This alliance will provide joint Oracle-Genesys customers with a certified, pre-packaged integration solution that can help companies reduce the length and cost of integration projects. The integration delivers enhanced functionality and lessens the need for extensive customizations. The first phase of the product integration will enable companies to automate and intelligently manage telephone interactions by combining the advanced computer telephony integration (CTI) and routing capabilities of the Genesys suite with the comprehensive customer data and business rules of Oracle CRM applications. In addition, operational analytics from Genesys are combined with business intelligence from Oracle to provide managers with increased knowledge of the customer for improved customer service, greater revenue from additional sales opportunities, and more targeted marketing campaigns. Future releases will deliver integrated multimedia routing, providing the ability for agents to manage phone, e-mail and Web transactions consistently and efficiently. "Oracle is a great addition to the Genesys Interacts Partner Program," commented Genesys CEO Ad Nederlof. "We're pleased to work closely with a world-class enterprise software company to deliver powerful customer service solutions. Together we will enable companies to maximize their technology investments and provide the best possible customer service experience." "Our relationship with Oracle will enable us to bring tightly integrated contact center and CRM solutions to market. Our joint customers will benefit from our close relationship, coordinated strategic planning and ongoing product integrations," said Nicolas de Kouchkovsky, senior vice president of Business Development and Strategy at Genesys. Oracle CRM, including Oracle Service, Oracle Sales, and Oracle Marketing, are all a part of the Oracle E-Business Suite, the industry's first integrated suite of Internet business applications that automate critical business processes, offering companies unprecedented choice and flexibility in implementing business applications. Its open architecture and single data model allow applications to be deployed as individual modules, business flows, or as an entire integrated suite. Genesys provides open software applications designed specifically to optimize customer contact - in the contact center and across the enterprise. The Genesys Interacts Program is designed to foster collaboration among leading application and infrastructure companies, system integrators and value-added resellers worldwide. The Interacts Program supports Genesys' commitment to delivering best-of-breed contact center solutions that leverage open standards for interoperability and reduced operations costs.
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