The integration of voice self-service with the back and mid-office will make it much easier to simplify access to SAP solutions and make them available to a larger set of users across the organisation, the company adds.

For example, Genesys Voice Platform integrated with the SAP NetWeaver platform would allow self-service access by phone to functions such as benefits enrolment, expense reimbursement, claims processing and inventory management, the company claims.

Using automated voice self-service aims to allow enterprises to more easily access back-office applications. If, for example, a delivery drivers truck broke down, a simple call to the voice self-service system could be integrated with the order management system and adjustments made accordingly. The driver would not need field access to the SAP solutions.

 
Solutions from Genesys and SAP provide a perfect fit for organisations that need to integrate front-office and back-office functions. Genesys enables sophisticated routing and reporting to manage customer interactions throughout the enterprise including voice, e-mail, work items, documents and Web interactions, all in support of critical SAP applications and data, says Karl Holzthum, senior vice-president, worldwide channel & alliances for Genesys.