Salesforce.com the market and technology leader in on-demand business services, today announced that Genesys Conferencing, 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.
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."