Salesforce follows the Genesys sun

Genesys Conferencing, a global multimedia conferencing product creator, has announced their choice of Salesforce Service and Support for its global, “follow-the-sun support operations.” Combined with its existing Salesforce SFA deployment, Salesforce Service and Support enabled Genesys’ three-tiered support organization across ten countries to gain instant access to account information.

Eyebrow-raisingly, Genesys Conferencing’s project leader of sales and care automation Marcus Johansson said, "Before Salesforce, we had more than 20 customer databases that could not be easily integrated.”

Genesys now plans to integrate its Salesforce Service and Support solution with its Avaya contact center technology, so that agents may receive instant screen pop-ups of customer data. Genesys also plans to integrate Salesforce with its Cognos business intelligence tools in an effort to allow deeper analysis of customer support issues.

Founded in 1986, Genesys Conferencing is a provider of converged collaboration and communication services to “thousands of” organisations including more than 200 of the Fortune Global 500. The company’s flagship product is Genesys Meeting Center. Genesys has offices in twenty-one countries in North America, Europe and Asia Pacific.