salesforce.com and Genesys Will Extend Appforce On-Demand Platform

Genesys has been selected as one of the key computer telephony integration (CTI) platforms for Salesforce Service and Support, via a pre-built integration with salesforce.com's ATAPI 2.0 (Appforce Telephony API, formerly (STAPI), part of the Appforce on-demand platform.

By integrating Genesys, salesforce.com will provide customers with an easy-to-deploy support solution with advanced telephony integration features.  As part of an expanded partnership, salesforce.com will offer a pre-built and pre-tested integration for the Genesys 7 Customer Interaction Suite.  The combined offering will provide a complete customer support solution that integrates call control, tracking, reporting and other contact center functions. The solution is scheduled to be available in the first half of 2006.

Appforce is the salesforce.com on-demand platform which includes ATAPI, the computer telephony API that is part of the Appforce API.  The Appforce API, which provides integration of a variety of enterprise applications with the salesforce.com product line, is an enterprise Web service.

Computer telephony integration uses a telephone number or other identifying information to retrieve customer records from a database and identify callers, determine the priority level, and process the call accordingly.  Customer details are delivered via a screen pop with each call. 

Together, Salesforce Service and Support and Genesys provide users a solution for customer care.  With Appforce API for Service and Support and Genesys CTI, customer data will be populated into the Salesforce Service and Support Agent Console at the time of the call.  For outgoing calls, ATAPI 2.0 will provide click-to-dial functionality.  Calls can be transferred with attached data as necessary and Genesys call reporting will be available as integrated data within Salesforce Service and Support's reports and dashboards.