Genesys Conferencing Utilizes Salesforce Service & Support for Global, Follow-the-Sun Support Operations
January 25 2007 - 8:45AM
PR Newswire (US)
On-Demand Solution Enables Company to Consolidate 20 Disparate
Customer Databases Into Salesforce, Providing a 360 Degree View of
the Customer SAN FRANCISCO, Jan. 25 /PRNewswire-FirstCall/ --
Salesforce.com (NYSE:CRM), the market and technology leader in
on-demand business services, today announced that Genesys
Conferencing (Euronext Eurolist C: FR0004270270) (NASDAQ:GNSY), a
global multimedia conferencing leader, has chosen Salesforce
Service & Support for its global, follow-the-sun support
operations. Combined with its existing Salesforce SFA deployment,
Salesforce Service & Support enabled Genesys' three-tiered
support organization across ten countries to gain instant access to
account information to ensure customers receive prompt, accurate
and consistent service, no matter when or where they call. (Logo:
http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO ) Genesys
Conferencing is one of the 27,100 companies of all sizes,
industries and geographies that comprised the salesforce.com
customer base as of October 31, 2006. Revenue and subscribers will
be recognized as the service is delivered. "Before Salesforce, we
had more than 20 customer databases that could not be easily
integrated. This made it extremely difficult to get to the right
information or escalate cases to the right team," said Marcus
Johansson, project leader of sales and care automation at Genesys
Conferencing. "With Salesforce Service & Support in place, we
now have a central system that makes customer data available on
demand to every one of our support agents in North America, Europe
and Asia-Pacific." By deploying the combined Salesforce Service
& Support and Salesforce SFA solution, Genesys has eliminated
not only the multiple disparate databases but also the cumbersome
IT management responsibilities that came with managing and
maintaining them. The centralized customer data management solution
provides Genesys management with an unprecedented view into
customer accounts, issue resolution and service-level agreement
status. Moving forward, the company plans to integrate its
Salesforce Service & Support solution with its Avaya contact
center technology, so agents can receive instant screen pop-ups of
customer data at the time of a call. Avaya is one of 16 Computer
Telephony Integration (CTI) providers that have CTI connectors
available for the Call Center Edition of Salesforce Service &
Support on the AppExchange. Applications available via the
AppExchange directory are built using Apex, the world's first
on-demand platform. Genesys also plans to integrate Salesforce with
its Cognos business intelligence tools to allow deeper analysis of
customer support issues. "Salesforce Service & Support has
solved our immediate need for a central customer data hub that
eliminates redundant data and makes information more easily
accessible," added Johansson. "Now that we've surmounted that
challenge, we're looking forward to integrating Salesforce with
other enterprise solutions to extend those benefits and continue
reaping the rewards of improved efficiency and reduced operational
costs." About Genesys Conferencing Founded in 1986, Genesys
Conferencing is a leading provider of converged collaboration and
communication services to thousands of organisations worldwide,
including more than 200 of the Fortune Global 500. The company's
flagship product, Genesys Meeting Center, provides an integrated
multimedia conferencing solution that is easy to use and available
on demand. With offices in more than 20 countries across North
America, Europe and Asia Pacific, the company offers an unmatched
global presence and strong local support. Genesys Conferencing is
publicly traded on Euronext Eurolist C in France (FR0004270270) and
on the NASDAQ in the U.S. (GNSY). Additional information is
available at http://www.genesys.com/. Apex and the AppExchange Apex
is the on-demand platform for the next generation of business
applications. Apex reinvents traditional customization and
integration and enables a whole new generation of on-demand
applications that go beyond CRM. All Apex components and
applications can be easily shared, exchanged and installed with a
few simple clicks via salesforce.com's AppExchange directory,
enabling all the innovation that Apex unleashes to benefit the
entire on- demand community. More than 500 applications are now
available on salesforce.com's AppExchange, the world's first
on-demand application directory, found at
http://www.salesforce.com/appexchange . The Apex on-demand platform
is generally available today. The Apex programming language is
available today for developer preview, and is currently scheduled
to be available in beta to salesforce.com customers later in 2007.
About salesforce.com Salesforce.com is the market and technology
leader in on-demand business services. The company's Salesforce
suite of on-demand CRM applications allows customers to manage and
share all of their sales, support, marketing and partner
information on-demand. Apex, the world's first on-demand platform,
enables customers, developers and partners to build powerful new
on-demand applications that extend beyond CRM to deliver the
benefits of multi-tenancy and The Business Web across the
enterprise. All Apex components and applications can be easily
shared, exchanged and installed via salesforce.com's AppExchange
directory, available at http://www.salesforce.com/appexchange.
Customers can also take advantage of Successforce, salesforce.com's
world-class training, support, consulting and best practices
offerings. As of October 31, 2006, salesforce.com manages customer
information for approximately 27,100 customers and approximately
556,000 paying subscribers including Advanced Micro Devices (AMD),
America Online (AOL), Avis Budget Group, Inc, Dow Jones Newswires,
Nokia, Polycom and SunTrust Banks. Any unreleased services or
features referenced in this or other press releases or public
statements are not currently available and may not be delivered on
time or at all. Customers who purchase salesforce.com applications
should make their purchase decisions based upon features that are
currently available. Salesforce.com has headquarters in San
Francisco, with offices in Europe and Asia, and trades on the New
York Stock Exchange under the ticker symbol "CRM". For more
information please visit http://www.salesforce.com/ , or call
1-800-NO-SOFTWARE. NOTE: Salesforce.com is a registered trademark
of salesforce.com, and Apex, AppExchange, The Business Web and
Successforce are trademarks of salesforce.com, Inc., San Francisco,
California. Other names used may be trademarks of their respective
owners. http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO
http://photoarchive.ap.org/ DATASOURCE: salesforce.com, Inc.
CONTACT: Katy Dormer of salesforce.com, +1-415-901-8595, or Web
site: http://www.salesforce.com/ http://www.genesys.com/
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