Genesys Telecommunications Laboratories, Inc, the leading provider of enterprise interaction management solutions, has completed the SAPa interface certification of the Genesys` T-Gate for SAP R/3 Releases 4.5 and 4.6 inter-enterprise business solutions.
Genesys` new T-Gate for R/3 connects the company`s award-winning interaction management and computer telephony integration (CTI) solutions to SAP R/3 using the SAPphoneO interface.
The certified interface seamlessly links Genesys` T-Server Framework and contact centre applications with SAP solutions in its Customer Relationship Management (CRM) product, including its Customer Interaction Centre (CIC) call centre application.
For SAP customers, Genesys` enterprise interaction management solutions enable complete management of their customer interactions in a more personalised and consistent manner, resulting in a more satisfying experience for customers and increased efficiencies for the contact centre. SAP worldwide interface certification represents a significant milestone for Genesys and validates the strength of Genesys` leading solutions, as well as its membership in the SAP Complementary Software Program.
Annelee le Grange, general manager of Genesys in South Africa, comments: "As a result of our long-standing relationship, Genesys has become one of the first CTI vendors to complete the certification for the SAPphone interface and the complementary solution has already been sold to a number of customers.
"As SAP extends the power of its enterprise business software solutions to the `front office,` Genesys is committed to offering SAP customers `best in class` enterprise interaction management solutions."
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Genesys Suite
The Genesys Suite enables a complete, integrated set of interaction management solutions, ranging from integrated screen pop to outbound dialling to Internet contact centre capabilities. It is based on a highly unique, award-winning enterprise-wide architecture that is media neutral, affording a single, integrated communications framework; infrastructure- independent, protecting existing and future IT investments; highly scalable; and ready to adapt to changing business needs. In addition the Genesys Suite offers a real-time view of customer interactions, enabling companies to respond to customers with the most up-to-date data and to evaluate instantly the status of interactions to allocate resources most effectively.
SAPphone
SAPphone integrates telephony functions in R/3 applications. This functionality allows data to be exchanged between computer and telephone processes. The telephone functions are linked via the R/3 graphical user interface and are supplied with data from R/3.
Genesys
Genesys Telecommunications Laboratories, Inc. pioneered the field of Computer Telephony Integration (CTI) and today is a market-leader in Enterprise Interaction Management software. The Company`s interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the call/contact centre and across the enterprise.
Genesys` open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including: integrated screen pop, load balancing, workforce management, outbound dialling, data-driven routing, blended inbound/outbound, and Internet contact centre capabilities. Genesys` solutions architecture grows with the enterprise and supports customer preference in communications channels - voice, Internet, E-mail etc.
Headquartered in San Francisco, Genesys serves over 500 customers around the world from its 32 direct sales offices and through a select group of industry partners.