SUPERIOR CUSTOMER SERVICE = COMPETITIVE ADVANTAGEIn today’s competitive business environment, differentiating your company’sproducts and services from the competition can be challenging. Consumersare demanding more from businesses and superior customer service isemerging as a key factor in customer loyalty and repeat business. As a result,customer service strategies must be adapted to meet the demands of thisincreasingly sophisticated customer base, one that can easily defect to thecompetition.

Restricted budgets and limited IT staff make it risky for mid-size enterprisesto adopt new technologies. But it’s even a greater risk to maintain the statusquo: a recent consumer survey reported that 85% of consumers said theywould stop using a company’s product or service based on a bad call centerexperience.* Conversely, 76% of consumers stated that they would buy froma company again based on a good call center experience.* No matter whatthe size of the business, companies need to implement more business-drivencustomer service strategies. These strategies allow you to automaticallyidentify callers and incorporate customer segmentation to deliver businessvalue for both inbound and outbound communications.

MERGING GENESYS WITH MICROSOFT CRMTo address these challenges, Genesys Telecommunications Laboratories isbuilding a standardized adapter that integrates Microsoft CustomerRelationship Management (CRM) with Genesys’ leading interactionmanagement technology for customer service, help desk, and telemarketinggroups. Initially, the pre-packaged integration will provide voice capabilitieswith support for multiple media types in a subsequent release. Together,Genesys and Microsoft are delivering a powerful combination of industry-leading software solutions that reduces risk for businesses.

The integration of Microsoft CRM and Genesys intelligent routing softwareand customer service solutions provides “out-of-the-box” functionality toaccelerate implementation time and reduce the total cost of ownership. TheGenesys Gplus Adapter for Microsoft CRM provides compelling businessadvantages, such as:

Lower total cost of ownership• Reduces integration costs• Speeds deployment• Leverages existing telephony and IT infrastructure investments

Improve productivity• Unifies desktop for all media• Optimizes staffing through blending of voice and Microsoft e-mail,

inbound and outbound interactionsImprove customer satisfaction

• Delivers consistent customer service• Ensures that customers never have to repeat information, customer data is

provided with the call throughout the life of the call

GENESYS AND MICROSOFT CRM PRE-PACKAGED CUSTOMER SERVICE INTEGRATION

*Genesys Global Consumer Survey, May 2003.

Genesys Gplus Adapter for Microsoft CRM

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MICROSOFT CRM

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GPLUS ADAPTER FOR MICROSOFT CRM

VOICE CALL

CUSTOMER

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DESKTOP

E-MAIL

GENESYS SOLUTIONS

Below are the detailed capabilities and business benefits of the Genesys Gplus Adapter for Microsoft CRM:

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© 2003 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Genesys and Microsoft are delivering a powerfulcombination of industry-leading software solutions that reduces risk for businesses.

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Benefits

• Allows companies to leverage existing telephony infrastructure investments and avoid the need to buy new hardware• The Genesys and Microsoft CRM integration supports all major PBX vendors• Supports TDM, IP and ‘hybrid’ network environments

• Maximize personnel resources by configuring agents to manage both inbound interactions and, during lulls in inbound activity, enable agents to stay productive with outbound interactions

• Preview dial capabilities allow agents to engage in proactive customer contact, providing higher levels of customer service and increased targeted sales opportunities

• Allows companies to leverage existing IT infrastructure investments and avoid closed, proprietary systems• Provides scalability to support long-term business growth

• By providing agents/personnel with the ability to view and manage both voice and Microsoft e-mail inquiries, using the same source data, customers enjoy easier access to sales and service, and receive a more consistent, satisfying experience

• Agents manage customers using a single user interface, and are no longer required to toggle between applications for different media types

• The merging of Genesys interaction management data with the Microsoft CRM customer information streamlines operations and provides agents with automated delivery of customer information as the call or e-mail arrives to the agent, including customer history

• Agents are empowered with the proper tools to improve customer service

• By pre-integrating Genesys and Microsoft CRM, the solution is easier and faster to deploy and manage• Total cost of ownership is lowered through reduced training and integration cost

Feature

Multiple platform support

Inbound and preview dialcapabilities

Software-only solution

Single data repository

Seamless integration ofcustomer data (screen pop)

Pre-integrated solution

The integration supports Microsoft CRM 1.2 and Genesys 7.0. For more information on the Genesys and Microsoft CRM integration, visit us atwww.genesyslab.com or contact us at 1-888-GENESYS (in the U.S.).

ABOUT MICROSOFT CRMMicrosoft Business Solutions CRM helps mid-market businesses build profitable customer relationships. Integrated Sales and Customer Servicemodules enable employees to share information to improve sales success and deliver consistent, efficient customer service. Sales and customer servicefeatures include leads and opportunity management, a complete view of customer history, automated incident management, and a searchableknowledgebase. Microsoft Business Solutions CRM also includes reporting tools for accurate forecasting and measurement of business activity andemployee performance. Built using Microsoft .NET–connected technologies, Microsoft Business Solutions CRM is easy to deploy, customize, anduse, accessible from Microsoft Outlook® and the Web, integrates with other business applications, and scales as your business grows.

ABOUT GENESYSGenesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that betterinteractions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customerinteractions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected tothe best available resource – the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales andservice, and workforce management. Visit www.genesyslab.com for more information.