Genesys Conferencing Utilizes Salesforce Service & Support for Global, Follow-the-Sun Support Operations

Published on January 25, 2007 in Computer Software, Technology


On-demand solution enables company to consolidate 20 disparate customer databases into Salesforce, providing a 360 degree view of the customer

SAN FRANCISCO (January 25, 2007) – [NYSE: CRM], the market and technology leader in on-demand business services, today announced that Genesys Conferencing (Euronext Eurolist C: FR0004270270) (NASDAQ: GNSY), 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 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.”

Apex and the AppExchange

Apex is the on-demand platform for the next generation of business applications. Apex reinvents traditional customization and integration and enables a whole new generation of on-demand applications that go beyond CRM. All Apex components and applications can be easily shared, exchanged and installed with a few simple clicks via’s AppExchange directory, enabling all the innovation that Apex unleashes to benefit the entire on-demand community.

More than 500 applications are now available on’s AppExchange, the world’s first on-demand application directory, found at

The Apex on-demand platform is generally available today. The Apex programming language is available today for developer preview, and is currently scheduled to be available in beta to customers later in 2007.

Source: salesforce

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