May 26, 2007

Genuinely Funny Customer Service Video, A Rarity, Produced by Genesys

By David Sims, TMCnet Contributing Editor

Do yourself a favor and click on Dr. Bill and Genesys, one of the very few genuinely funny customer service spoof videos. Dr. Phil-style it explores the travails of Sharon and George's relationship issues because Sharon is always on the phone with her less-than-helpful customer service agent.

There are second and third Dr. Bill videos too, dealing with a call center agent who feels inadequate because he is always apologizing to customers, and "Bob," a business executive that refuses to own up to the fact that his company’s contact center has a problem with long wait-times.

Trust me, they're worth checking out.

Last month Genesys (News - Alert) Telecommunications Laboratories, an Alcatel-Lucent company, announced the new Genesys Gplus Adapter for use with the analytics capabilities of the SAP (News - Alert) Customer Relationship Management application.

Genesys is probably the first SAP Software Partner to integrate its customer service software with the SAP NetWeaver Business Intelligence component of the SAP NetWeaver platform. The compatibility of the Genesys Gplus customer service software, integrated with SAP CRM and SAP NetWeaver BI, was tested and verified by Genesys in cooperation with SAP Labs.

The Genesys Gplus Adapter basically lets the Genesys 7.5 suite work with complementary applications, such as SAP. By integrating the Genesys 7.5 suite with SAP NetWeaver BI, SAP's product for business intelligence and information management, companies should be able to use it to orchestrate customer interactions based on the appropriate business processes and "improve their ability to use analytics to understand customer needs," according to Genesys officials.

Genesys 7.5, in conjunction with SAP NetWeaver BI, lets managers apply business processes to each customer interaction.

David Sims is a contributing editor for TMC (News - Alert) Net.  For more articles please visit David Sims' columnist page.

(source: http://news.tmcnet.com/news/-genesys-crm-contact-center-/2007/05/26/2665255.htm)