Genesys signing to boost Microsoft CRM
CRM Assist | at | by Mike
Microsoft has already started to dig in its heels in the customer relationship management (CRM) market, and has signed Alcatel ISV subsidiary Genesys to help it push into the SME call centre market. David du Toit, solutions director at call centre integrator Datapoint, said this was an interesting move from the software giant.
"If you look at what Microsoft is trying to do with Nuance on the CRM side and linking into Genesys with computer telephony integration [CTI] it looks like one of the things it is trying to do is create shrink-wrapped CTI functionality," he said.