Still operating under the shadow of a takeover by Oracle Corp., PeopleSoft continues to strike up high-tech pa...
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The Pleasanton, Calif.-based company is teaming up with Genesys Telecommunications Laboratories Inc., in Daly City, Calif., on a reseller and joint development project.
PeopleSoft announced a much grander middleware development partnership with IBM at its Connect User Conference this fall.
PeopleSoft and Genesys have already combined on an out-of-the-box computer telephony integration (CTI) application that integrates Genesys 7 with versions 8.8 and 8.9 of PeopleSoft Enterprise Service and CRM analytics.
The tool provides customers of both companies a thin-client, server-side integration that reduces desktop configuration and administration requirements, according to PeopleSoft. Additionally, an application programming interface allows customers to modify the agent interface and provide all information through the PeopleSoft desktop where agents can then access new analytics functionality like internal queue statistics and average wait time, said Steve Roop, vice president of marketing for PeopleSoft Enterprise CRM.
Thursday's announcement does not mean PeopleSoft will refrain from partnerships with other CTI vendors in the future.
"It's not exclusive, but we believe it is one of a kind," Roop said. "Of the other major CRM vendors, no one else has established a reseller agreement or joint development project like this."
The integrated CTI application is currently available.