Genesys Gplus Adapter for SAP

The Genesys Gplus Adapter product line accelerates the integration of the Genesys suite and CRM (Customer Relationship Management) enterprise applications from Microsoft, Oracle/PeopleSoft, Oracle/Siebel and SAP. Gplus integrations provide a universal view of the customer, facilitate agent up-sell and cross-sell activities, and improve productivity.

Improves customer satisfaction

• Ensures that customers never have to repeat information; customer data is provided with the call
• Allows for delivery of consistent and appropriate customer service

Lowers total cost of ownership

• Reduces integration costs
• Speeds deployment
• Leverages and extends existing infrastructure investments

The Genesys Gplus Adapters combine the capabilities of Genesys and CRM applications to help companies understand customer behavior, coordinate marketing across channels, and focus resources on the best opportunities.

The Genesys Gplus Adapter improves productivity by presenting agents with a single, unified desktop interface. The CRM application’s desktop toolbars are extended to include Genesys functionality. As customer interactions are sent to the agent, the Genesys and CRM applications allow relevant customer information to be presented. The agent performs customer service for all media types, including inbound and outbound, voice, e-mail, and chat, within the unified desktop environment. As a result, agent productivity increases, and training costs are reduced.

For Microsoft

• Gplus Adapter for Microsoft CRM
• Gplus E-Mail & Activity Routing Option

For Oracle

• Gplus Adapter for Peoplesoft CRM
• Gplus Adapter for Siebel CRM
• Gplus Media Routing for Siebel

For SAP

• Gplus Adapter for mySAP CRM
• Gplus Adapter for mySAP ERP
• Gplus Data Access for SAP