Salesforce.com and Genesys Will Extend Appforce On-Demand Platform to Provide Complete Integration Between Salesforce Service & Support and Genesys CTI

On-demand service and support and CTI leaders join forces to deliver advanced telephony via new ATAPI 2.0

New Adapter based on Appforce API integration to deliver on-demand customer contact solution

San Francisco, Calif. — Oct. 11, 2005 — Salesforce.com (NYSE:CRM), the global leader in on-demand customer relationship management (CRM), and Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE:ALA, Paris: CGEP.PA), today announced that Genesys' has been selected as one of the key computer telephony integration (CTI) platform for Salesforce Service & Support, via a pre-built integration with salesforce.com's ATAPI 2.0 (Appforce Telephony API, formerly (STAPI), part of the Appforce on-demand platform.

By integrating Genesys, the market leader in contact center software serving more than 3,000 global enterprises, salesforce.com will provide customers with an easy-to-deploy support solution with advanced telephony integration features. As part of an expanded partnership, Salesforce will offer a pre-built and pre-tested integration for the Genesys 7 Real-time Customer Interaction Suite. The combined offering will provide a complete customer support solution that integrates call control, tracking, reporting and other contact center functions. The solution is scheduled to be available in the first half of 2006.

The new integrated solution is made possible by Appforce, the salesforce.com on-demand platform which includes ATAPI, the computer telephony API that is part of the Appforce API. The Appforce API, which provides comprehensive integration of a variety of enterprise applications with the complete Salesforce product line, is one of the world's most widely used enterprise Web services.

Computer telephony integration uses a telephone number or other identifying information to retrieve customer records from a database and immediately identify callers, determine the priority level, and process the call accordingly. Customer details are delivered via a screen pop with each call, allowing agents not only to provide faster, more personalized customer support, but also to enable them to more effectively cross-sell and up-sell to customers. As a pioneer of CTI, and a company uniquely focused on open software for contact centers, Genesys has achieved and maintained dominant market share for its award-winning products delivering more than 36 billion customer interactions a year.

Salesforce Service & Support is an on-demand customer support application that combines comprehensive, multi-channel service capabilities with the advantages of salesforce.com's on-demand technology: easy deployment, rapid customization and powerful real-time reporting. The application is ideal for customer service, product support, field service, order desks, telemarketing/telesales, or IT help desks. Salesforce Service & Support has quickly assumed a market leadership position with approximately 1,700 customers worldwide, and is setting the standard for integration with best-of-breed solutions in call center technology. In the first year alone, Salesforce Service & Support customers have over 12 million service and support cases under management.

Together, Salesforce Service & Support and Genesys provide users a comprehensive solution for advanced customer care. With Appforce API for Service & Support and Genesys CTI, customer data will be instantly populated into the Salesforce Service & Support Agent Console at the time of the call so agents can provide fast and personalized service. For outgoing calls, ATAPI 2.0 will provide click-to-dial functionality, another time-saving feature. Calls can be transferred with attached data as necessary, so escalations are handled smoothly and efficiently. And Genesys call reporting will be available as integrated data within Salesforce Service & Support's real-time reports and dashboards.

"On-demand solutions are clearly a growing and successful way for companies to access sophisticated technologies without a significant IT investment, and as part of Alcatel's stated strategy to deliver Managed Communications Services, Genesys will continue to support this range of solutions that best suit our customers' needs," said Karl Holzthum, Senior Vice President, Worldwide Channel & Alliances for Genesys. "Our integration with Salesforce Service & Support will enable companies to quickly and easily reap the benefits of a telephony-enabled on-demand customer support application."

"Adding CTI is an ideal way to improve the service process as well as reduce both telecommunications costs and the time required for agents to identify customers and resolve issues," said Bonnie Crater, vice president and general manager, Salesforce Service & Support. "Our partnership with Genesys is another illustration of our commitment to offer the most robust service and support technologies to our customers."

About Genesys

Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2,000 and Fortune 1,000 use Genesys to deliver interactions that drive better business. With 3,000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information, visit us at www.genesyslab.com.

About Genesys

Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2,000 and Fortune 1,000 use Genesys to deliver interactions that drive better business. With 3,000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information, visit us at www.genesyslab.com.

About Genesys

Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2,000 and Fortune 1,000 use Genesys to deliver interactions that drive better business. With 3,000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information, visit us at www.genesyslab.com.