Oracle Earns Genesys Validated Integration Status

SAN FRANCISCO and REDWOOD SHORES, Calif. - Oracle and Genesys Telecommunications Laboratories announced that Oracle has become a charter Genesys InterActs member and received validated integration status for their Oracle Telephony Adapter. To reach this status, a company must be accepted into the Genesys validation program and successfully develop and deploy integration software for the Genesys Customer Interaction Suite. Genesys Telecommunications Laboratories, Inc. is also a member of the Oracle PartnerNetwork.

The Oracle Telephony Adapter for Genesys integrates inbound voice data from the Genesys Customer Interaction Suite with Oracle TeleService, the information-driven customer service and contact center application within the Oracle E-Business Suite.  During a customer interaction, Genesys Inbound Voice data is used to perform a customer look-up, enabling targeted and context-specific screen pops into Oracle TeleService, thereby delivering interaction data to the agent. 

To support the Oracle Telephony Adapter, Genesys and Oracle have agreed to cooperatively support mutual customers who implement the Oracle Telephony Adapter for Genesys. 

The Genesys InterActs Program is designed to provide business development, technical, educational, and marketing tools and resources to participating system integrator, value-added reseller and managed service provider partners worldwide. To become a Gvalidated partner, a company must successfully develop and deploy integration software with the Genesys Customer Interaction Suite and apply for validation with Genesys. The validation process focuses on validating the architecture, design and documentation to ensure that the integrated software has adhered to and met Genesys standards.  The Oracle Telephony Adapter has been validated by Genesys for two PBX platforms and remains available for deployment with any PBX platform currently supported by the Genesys Interaction SDK.