The Gplus Adapter 7 for Microsoft CRM provides integrated management of telephone-based communication channels. The Adapter works embedded within Microsoft CRM, enabling the two products to share customer data and statistics. The Adapter provides the tools agents need to conduct telephony-based interactions with customers (contacts).
The Gplus Adapter combines Microsoft technology with Genesys technology to provide a seamless exchange of information between the customer and agent that improves customer relationships and data management across all communications, such as receiving a contact, confirming customer data, discussing sales or service information, and follow-up activities associated with the contact. The Adapter provides an easy-to-use workplace for the agent.
The Gplus Adapter Server component is integrated into Microsoft CRM through the Genesys Contact Center. This application is a graphical user interface (GUI) component designed to provide a Genesys product-level integration of telephony functions with Microsoft's CRM product. The Genesys Contact Center integration provides agent state controls, CTI call control, and screen pop functionality.