1. SUPERIOR CUSTOMER SERVICE = COMPETITIVE ADVANTAGE
In today’s competitive business environment, differentiating your company’s
products and services from the competition can be challenging. Consumers
are demanding more from businesses and superior customer service is
emerging as a key factor in customer loyalty and repeat business. As a result,
customer service strategies must be adapted to meet the demands of this
increasingly sophisticated customer base, one that can easily defect to the
competition.
Restricted budgets and limited IT staff make it risky for mid-size enterprises
to adopt new technologies. But it’s even a greater risk to maintain the status
quo: a recent consumer survey reported that 85% of consumers said they
would stop using a company’s product or service based on a bad call center
experience.*
Conversely, 76% of consumers stated that they would buy from
a company again based on a good call center experience.*
No matter what
the size of the business, companies need to implement more business-driven
customer service strategies. These strategies allow you to automatically
identify callers and incorporate customer segmentation to deliver business
value for both inbound and outbound communications.
MERGING GENESYS WITH MICROSOFT CRM
To address these challenges, Genesys Telecommunications Laboratories is
building a standardized adapter that integrates Microsoft Customer
Relationship Management (CRM) with Genesys’ leading interaction
management technology for customer service, help desk, and telemarketing
groups. Initially, the pre-packaged integration will provide voice capabilities
with support for multiple media types in a subsequent release. Together,
Genesys and Microsoft are delivering a powerful combination of industry-
leading software solutions that reduces risk for businesses.
The integration of Microsoft CRM and Genesys intelligent routing software
and customer service solutions provides “out-of-the-box” functionality to
accelerate implementation time and reduce the total cost of ownership. The
Genesys Gplus Adapter for Microsoft CRM provides compelling business
advantages, such as:
Lower total cost of ownership
• Reduces integration costs
• Speeds deployment
• Leverages existing telephony and IT infrastructure investments
Improve productivity
• Unifies desktop for all media
• Optimizes staffing through blending of voice and Microsoft e-mail,
inbound and outbound interactions
Improve customer satisfaction
• Delivers consistent customer service
• Ensures that customers never have to repeat information, customer data is
provided with the call throughout the life of the call
GENESYS AND MICROSOFT CRM
PRE-PACKAGED CUSTOMER SERVICE INTEGRATION
*
Genesys Global Consumer Survey, May 2003.
Genesys Gplus Adapter for Microsoft CRM
MS-SQL
DATABASE
MICROSOFT CRM
PSTN
OR IP
GPLUS ADAPTER FOR MICROSOFT CRM
VOICE CALL
CUSTOMER
AGENT
DESKTOP
E-MAIL
GENESYS SOLUTIONS

2. Below are the detailed capabilities and business benefits of the Genesys Gplus Adapter for Microsoft CRM:
1135v.1-09/03-U.S.
© 2003 Genesys Telecommunications Laboratories, Inc. All rights reserved.
Genesys and Microsoft are delivering a powerful
combination of industry-leading software solutions
that reduces risk for businesses.
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T 415.437.1100 F 415.437.1260
info@genesyslab.com
www.genesyslab.com
Corporate Headquarters
Benefits
• Allows companies to leverage existing telephony infrastructure investments and avoid the need to buy new hardware
• The Genesys and Microsoft CRM integration supports all major PBX vendors
• Supports TDM, IP and ‘hybrid’ network environments
• Maximize personnel resources by configuring agents to manage both inbound interactions and, during lulls in inbound activity,
enable agents to stay productive with outbound interactions
• Preview dial capabilities allow agents to engage in proactive customer contact, providing higher levels of customer service and
increased targeted sales opportunities
• Allows companies to leverage existing IT infrastructure investments and avoid closed, proprietary systems
• Provides scalability to support long-term business growth
• By providing agents/personnel with the ability to view and manage both voice and Microsoft e-mail inquiries, using the same
source data, customers enjoy easier access to sales and service, and receive a more consistent, satisfying experience
• Agents manage customers using a single user interface, and are no longer required to toggle between applications for different
media types
• The merging of Genesys interaction management data with the Microsoft CRM customer information streamlines operations
and provides agents with automated delivery of customer information as the call or e-mail arrives to the agent, including
customer history
• Agents are empowered with the proper tools to improve customer service
• By pre-integrating Genesys and Microsoft CRM, the solution is easier and faster to deploy and manage
• Total cost of ownership is lowered through reduced training and integration cost
Feature
Multiple platform support
Inbound and preview dial
capabilities
Software-only solution
Single data repository
Seamless integration of
customer data (screen pop)
Pre-integrated solution
The integration supports Microsoft CRM 1.2 and Genesys 7.0. For more information on the Genesys and Microsoft CRM integration, visit us at
www.genesyslab.com or contact us at 1-888-GENESYS (in the U.S.).
ABOUT MICROSOFT CRM
Microsoft Business Solutions CRM helps mid-market businesses build profitable customer relationships. Integrated Sales and Customer Service
modules enable employees to share information to improve sales success and deliver consistent, efficient customer service. Sales and customer service
features include leads and opportunity management, a complete view of customer history, automated incident management, and a searchable
knowledgebase. Microsoft Business Solutions CRM also includes reporting tools for accurate forecasting and measurement of business activity and
employee performance. Built using Microsoft .NET–connected technologies, Microsoft Business Solutions CRM is easy to deploy, customize, and
use, accessible from Microsoft Outlook®
and the Web, integrates with other business applications, and scales as your business grows.
ABOUT GENESYS
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better
interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000
enterprises, government organizations 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.genesyslab.com for more information.