Genesys Announces Gplus Adapter for Use With SAP(r) CRM Analytics Capabilities


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* Genesys Becomes First Customer Interaction Management Software Suite to Tightly Integrate Analytics Processing and Customer Service with SAP NetWeaver® BI

Wokingham, May 2, 2007 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced the new Genesys Gplus Adapter for use with the analytics capabilities of the SAP® Customer Relationship Management (SAP CRM) application. Genesys is the first SAP Software Partner to tightly integrate its customer service software with the SAP NetWeaver® Business Intelligence (SAP NetWeaver BI) component of the SAP NetWeaver platform. The compatibility of the Genesys Gplus customer service software solution integrated with SAP CRM and SAP NetWeaver BI was tested and verified by Genesys in cooperation with SAP Labs.

The Genesys Gplus Adapter enables the Genesys 7.5 suite to work seamlessly with complementary applications such as SAP. By integrating the Genesys 7.5 suite with SAP NetWeaver BI, SAP’s solution for business intelligence and information management, companies are better able to orchestrate customer interactions based on the appropriate business processes and improve their ability to use analytics to understand customer needs. Genesys 7.5, in conjunction with SAP NetWeaver BI, provides key managers up-to-date data needed to improve operational efficiencies and apply the most effective business processes to each customer interaction.

Genesys, an SAP Software Partner and member of SAP’s Enterprise Services Community, has a long-standing partnership with SAP. Genesys makes it possible for SAP software solutions to support numerous telephony and IP environments with an open platform that allows customers using SAP solutions to leverage telephony equipment from multiple manufacturers and integrate with SAP’s full range of applications.

Genesys and SAP can now integrate virtually every key application needed to deliver exceptional customer service through the integration of key systems, including CRM, integrated communications, voice self-service, customer data, analytics and business processes. In 2006, Genesys became an ES community member and one of the first customer interaction management software suites to reach all three levels of SAP certification, including Powered by NetWeaver/Netweaver Certification, SAP Integrated Communications Interface (ICI) and SAP R3. The Genesys Gplus Adapter for use with the analytics capabilities of SAP CRM is available now and was introduced at the annual Genesys G-Force conference in San Diego and SAPPHIRE® ’07 Atlanta during the week of April 23, 2007.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to or visit the industry blog at

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

Media Contacts:
Lucille Jackson, Genesys, 0118 974 7144, [email protected]
Duncan Burford, UK PR for Genesys. 01780 721 433, [email protected]

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