Alcatel’s Genesys placed in the leaders quadrant of analyst firm’s North American Contact Centre Infrastructure report

Wokingham October 11, 2004 - Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), announced today that market research firm Gartner, Inc. has again placed Genesys in the leaders quadrant in the North American contact centre market.

According to Gartner’s September 23, 2004 report entitled, ‘Magic Quadrant for Contact Center Infrastructure, NA, 2004’¹, leading vendors offer a broad portfolio of solutions not only to meet large call centre requirements, but also to support smaller and remote centres with all-in-one bundled solutions. Leaders also offer a complete and rich portfolio of products and services, and communicate a clear corporate plan for key emerging technologies such as voice over IP and software application integration.

“We feel Gartner’s placement of Genesys in the leaders quadrant is an indication of the way we contribute to the success of our customers – delivering innovative software solutions for the contact centre – and believe this is further evidence of our market momentum, expertise and company strength,” said Genesys chief operating officer Paul Segre.

Genesys offers an integrated suite of contact centre solutions that enable sophisticated routing and reporting of customer interactions across voice, e-mail and Web channels. Genesys software is based on open standards and can be quickly integrated with leading CRM applications using Genesys Gplus Adapters, ensuring effective enterprise applications integration and better use of customer information for personalised service.

In conjunction with the suite, Genesys offers Voice Platform, an advanced IVR self-service software solution that provides access to web-based information from any phone, Genesys Expert Contact, which extends the customer’s reach beyond the contact centre to subject experts throughout the company, and Genesys IP Contact Centre, a next-generation interaction management solution that extends the Genesys integrated suite of proven products to Internet Protocol (IP) networks.

Genesys solutions are available for enterprise deployment or as an “on-demand” / hosted service offering by Genesys Managed Services Partners.

About Genesys Telecommunications Laboratories, Inc:
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100 per cent focused on software for contact centres. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.

About The Magic Quadrant:
The Magic Quadrant is copyrighted September, 2004 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.’s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the “Leaders” quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.

Media Contact:
Paul Roberts, Genesys, 0118 9747144, proberts@genesyslab.co.uk

^{1 See Gartner Research Note: G00123802, Magic Quadrant for Contact Center Infrastructure, NA, 2004, authored by B. Elliot and D. Krause.}