To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact centre and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys.
Deliver superior customer experience and reduce costs
With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the
contact centre to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business
Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution
and provide customers with a seamless multi-channel experience.
Seamlessly integrate front-office and back-office interactions
Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs.
Orchestrate outbound campaigns
Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface.
Improve productivity with intelligent multimedia routing
Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, web chats, and work items. Guided by Genesys routing rules, interactions are prioritised in real time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide complete context of the existing relationship, enabling agents to personalise each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation.
Leverage real-time statistics for maximum efficiency
The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact centre managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimising agent workloads.
