Salesforce.com Announces Integration of Salesforce.com Enterprise Edition and Genesys Suite
SAN FRANCISCO, CA — May 15, 2002 — Salesforce.com, the market leader in online customer relationship management (CRM), demonstrated packaged integration of a Web Services-based CRM solution and contact center solutions today at G-Force, Genesys Telecommunications Laboratories, Inc.'s annual user conference. Leveraging salesforce.com's Web services architecture, the integration enables companies to combine Genesys' Suite 6 contact center capabilities with salesforce.com Enterprise Edition. The solution provides real-time online access to unified customer information for a 360-degree view of multi-channel interactions, and the corresponding ability to more effectively respond to customer needs.
Salesforce.com Enterprise Edition features a "CTI Web Services" interface that is used to connect the online CRM solution and Genesys contact center solutions. This CTI Web Services interface represents a technological break-through in linking disparate systems that previously were considered extremely difficult to integrate, and extends the use of Web Services to non-Web-based systems. Now, the salesforce.com online CRM solution seamlessly integrates essential customer data, such as contact and account information, customer service cases, and marketing leads with the Genesys Suite 6 contact center platform. Salesforce.com has dubbed this automatic routing "Phone-to-Case" and "Phone-to-Lead" to mirror its currently available "Web-to-Case" and "Web-to-Lead" integration, and now offers companies an end-to-end, multi-channel web-based contact center solution. Through the intuitive salesforce.com interface, companies can access consolidated customer data to improve productivity and service levels, and maximize business insight and market understanding.
"We are very pleased to integrate our solution with Genesys to enable our Enterprise Edition customers to access unified, real-time views of multi-channel customer interactions, and rapidly succeed at contact center implementations," said Cary Fulbright, senior vice president of marketing and products of salesforce.com. "Genesys is the gold standard for contact center solutions, and this partnership is a key element of our strategy to prove what we can accomplish in customer service through Web services."
"Salesforce.com has enabled companies to quickly deploy a seamless customer service solution combining the Genesys Suite with salesforce.com's Enterprise Edition," said Nicolas de Kouchkovsky, vice president, Products and Strategy, Genesys. "Our joint customers now have an effective way to get the most out of Web services and their online CRM investment."
Salesforce.com currently has over 4,400 customers for its online CRM solution, including global leaders such as Le Meridien, Autodesk, and Daiwa Securities SMBC Europe. Salesforce.com delivers its CRM solution as an online information utility via a Web Services infrastructure. In the past year, salesforce.com has added more CRM customers than Siebel (NASDAQ: SEBL), PeopleSoft (NASDAQ: PSFT), Oracle (NASDAQ: ORCL), and SAP (NYSE: SAP) combined.