Genesys listed in the leader quadrant in analyst firm’s EMEA contact centre infrastructure report

WOKINGHAM, November 15, 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 leader quadrant in the contact centre market in EMEA, based on the company’s completeness of vision and ability to execute.

According to Gartner’s October 27, 2004 report titled, “Magic Quadrant for Contact Centre Infrastructure, EMEA, 2004,”¹ leading vendors offer solutions that include bundled software suites for the mid-market, a unified network solution, and IP technology applications for managed and hosted services. Leaders demonstrate market coverage and services capabilities that satisfy global implementations for companies that span several countries in EMEA. Gartner evaluated each vendor on a number of criteria including corporate strategy, technical innovation, market message, services strategy, mind share and market share, product capabilities, financial capabilities and channel distribution.

“We are pleased to be listed in Gartner’s leader quadrant,” said Nicolas Kaploun, Genesys senior vice president, EMEA operations. “Our market position in EMEA is a result of our strong product suite, continued success as an intelligent networking routing platform for telecom operators and the demand for Genesys Voice Platform in self-service applications.”

Genesys offers an integrated suite of contact centre solutions that enables sophisticated routing and reporting of customer interactions across voice, e-mail and Web channels. Solutions span self-service, including interactive voice response (IVR) and assisted service. 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 matter experts throughout the company; and Genesys IP Contact Centre, a next-generation interaction management solution that extends 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:
Genesys Telecommunications Laboratories, Inc., an Alcatel company, is 100 per cent focused on software for call centres. Genesys recognises 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 October, 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 “Leader” 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 9747000
proberts@genesyslab.co.uk

^{1 See Gartner Research Note: (G00124208), Magic Quadrant for Contact Centre Infrastructure, EMEA, 2004, authored by S. Blood and T. Wright.}