Genesys Gplus Adapter for Oracle

Genesys Gplus Adapters for Siebel and PeopleSoft are prepackaged integration solutions that seamlessly combine the powerful capabilities of Genesys contact center software with Oracle CRM (Customer Relationship Management) enterprise applications. The end-to-end integration provides agents with a universal view of the customer, facilitates up-sell and cross-sell activities, and improves productivity.

Improve customer satisfaction

• Personalize customer service
• Automatically attach customer data with every call and transfer
• Consistent service delivery based on real-time agent availability and skill

Improve productivity and reduce cost of service

• Unified desktop for Oracle CRM applications and contact center application
• Prioritize and effectively route, in real-time, all media interactions within a single routing strategy
• Reduce agent training costs

Lower total cost of ownership

• Prepackaged integration limits implementation risks and high costs
• Leverages existing infrastructure

Worldwide partners with Oracle since 2003, and with the PeopleSoft and Siebel acquisitions, Genesys has delivered prepackaged integrations with Oracle CRM applications since 2000. As a member of Oracle Partner Network, Genesys works closely with Oracle in the development and validations of joint solutions. The results of this longstanding collaboration between industry leaders are joint solutions that improve customer satisfaction, improve agent productivity and lower the cost of service.

"Through our close partnership with Genesys, we enable customers to leverage their existing investments and improve contact center effectiveness with a packaged integration that speeds implementation and reduces risk. This integration with an excellent partner product is a good example of how we will help our customers reduce the complexity of integrating the contact center with CRM while offering multiple access channels. This improves customer satisfaction and profitability through flexible and personalized customer service. In addition, Genesys' support for routing of 'work items' provides an excellent alternative to extend the productivity benefits beyond the contact center."

Carolyn Chambers
Group Vice President, Product Management, Oracle

Gplus Adapter for Siebel CRM
Gplus Adapter for PeopleSoft CRM
Gplus Media Routing for Siebel

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