Genesys together with CRM and enterprise applications make for a powerhouse solution. Genesys Gplus Adapters are vendor-certified solutions that integrate Genesys’ real-time interaction solutions with vendor applications, including customer relationship management (CRM) and enterprise applications from Oracle/Siebel, SAP, and Microsoft. Genesys Gplus Adapters enable a consistent customer experience across all communication channels and provide a single interface for the agent to access the CRM and enterprise applications. This end-to-end integration provides a universal view of the customer, facilitates agent up-sell and cross-sell activities, and improves productivity.

Through this shared power, your agents benefit from a seamless desktop environment and are able to utilize the best aspects of each to provide a complimentary synergy. The end result? Happy employees and satisfied customers, a winning combination.

Key Advantages – Benefits

• Provides customer data to the agent so that customers never have to repeat information
• Allows for delivery of consistent and appropriate customer service across voice, e-mail, and chat within the unified desktop environment
• Speeds deployment
• Increases productivity
• Leverages and extends existing infrastructure investments
• Helps companies understand customer behavior, coordinate marketing across channels, and focus resources on the best opportunities