Alliance will improve customer service initiatives for joint salesforce.com S3 and Genesys customers
NEW YORK CITY, NY - June 23, 2003 - Salesforce.com®, the world leader in delivering software-as-service, and Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), today announced a strategic alliance to support integration between salesforce.com S3 and Genesys contact center software. The combined salesforce.com and Genesys solution will enable joint customers to leverage pre-integrated customer relationship management (CRM) and contact center software for telesales and telemarketing activities, delivering the benefits of more productive agent resources and improved customer satisfaction. The new offering will deliver companies a certified, pre-packaged solution that significantly reduces the time and costs associated with traditional CRM and contact center implementations, and provide advanced communications - via phone, email or Web - for both inbound and outbound interactions.
"Salesforce.com and Genesys offer enterprises the best of both worlds: the proven contact center software of Genesys with the business benefits of salesforce.com S3 - our most exciting release yet," said CEO Marc Benioff. "Together we will continue to transform CRM by providing simple, easy-to-use solutions that complement each other by helping enterprises reduce costs, increase revenues, and improve satisfaction and retention through a single 360-degree view of the customer."
"Salesforce.com has proven to be an extremely valuable partner for Genesys," commented Genesys CEO Ad Nederlof. "Together we will continue to deliver new ways for our customers to create more efficient, customer-centric operations while keeping costs low."
Salesforce.com S3 is the strongest, smartest, and simplest way yet to manage customer relationships — without software. Salesforce.com S3 allows the scalable, secure management of sales force automation, campaign management, customer service and support, as well as documents and files. Salesforce.com S3 is built on sforce, the new client/service application system, allowing it to be easily customized by tools from BEA, Borland, Microsoft, and Sun. The new salesforce.com Integration Server powered by TIBCO, available to salesforce.com S3 customers, offers integration with almost every corporate system including SAP, Oracle, PeopleSoft, and Siebel applications. Salesforce.com S3 will be deployed immediately by 6,700 salesforce.com customers to 93,000 salesforce.com users worldwide in 10 languages instantaneously, without the substantial cost, resource, and time investment associated with conventional enterprise software.
Genesys offers an integrated set of contact center solutions for mid-sized to large enterprises, 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.