SAP, Alcatel join forces in CRM endeavor

Software giant SAP has teamed up with communications-equipment maker Alcatel to help businesses link their customers with enterprise resources including customer-center agents, human resources data and financials.

SAP will work closely with Genesys Telecommunications Laboratories, an Alcatel subsidiary, to provide businesses in the near term with an integrated product suite that combines SAP's CRM (customer relationship management) software with Genesys' products that automate customer requests via voice, email or fax. CRM software manages a company's sales force, customer service and marketing activities. The products are expected in the third quarter. In 2002, the two companies also will release a work-force management suite that combines SAP's human resources software with Genesys' work-force tools for managing customer-service agents. SAP and Genesys also plan to provide a completely new suite of CRM software and services, which they will jointly develop and market.