Genesys signs partnership with Damovo UK Ltd to drive Call Centre development in the Public Sector

WOKINGHAM and HORSHAM, May 4, 2005 — Genesys Telecommunications Laboratories, an Alcatel company (NYSE: ALA, Paris: CGEP.PA), today announced a strategic partnership agreement with Damovo UK Ltd., a communications solutions and services provider with a history of success serving the public sector. The partnership will increase the Genesys footprint in the public sector by leveraging Damovo’s vast experience in deploying innovative contact centre technology to this marketplace. The primary focus for the joint initiative is to assist the public sector in implementing modern contact centre technology, providing citizens with greater access to information and services, and supplying a broader choice of communication channels.

As the number one provider of contact centre software worldwide, Genesys has designed its real-time interaction suite to reduce customer frustration and improve service. It enables sophisticated routing and analysis of customer interactions across multiple channels (traditional voice calls, VoIP calls, e-mail, Web and others), workforce management, and sophisticated multimedia and speech self-service applications. Furthermore, Genesys solutions seamlessly integrate with hardware, software and communications applications already implemented within the contact centre and are interoperable with networks from any vendor.

The benefits offered by Genesys solutions are highly applicable in public sector organisations such as local councils and National Health Service (NHS) Trusts, which are under increasing pressure from government initiatives to become more inclusive and provide citizens with easier access to government information. Therefore, the partnership with Damovo provides a strong platform from which to service the market, since Damovo understands how to apply this technology to improve the relationship between citizens and public sector organisations.

“There is a distinct business need for contact centre technology in local government up and down the country,” commented Paul Renucci, managing director, Damovo UK. “Contact centres, if developed correctly, are an ideal way to serve as many citizens as possible, in the most efficient way. The public sector is not about bottom line, it is about quality of service. Obviously, keeping costs as low as possible is a major concern, but the successful resolution of as many citizen enquiries as possible is the number one priority.”

“Damovo has a great track record of successful implementations in the public sector,” said Mark Turner, vice president, UK and Ireland, Genesys. “It is this experience that has led us to sign a partnership agreement with Damovo. We are very excited about this agreement, and feel it will be an effective channel to roll out new technologies, such as speech recognition and self-service. This sector will benefit from it, and our survey into the consumer acceptance of these solutions has shown that 74 per cent of people see self-service as an acceptable alternative to agents. This signals the beginning of a new era, which will help the performance and cost-effectiveness of public sector contact centres.”

Damovo and Genesys are currently working with public sector organisations to develop new contact centre infrastructures that will handle more calls from citizens with greater resolution rates. This type of project is not uncommon amongst local government, with new e-government initiatives gaining momentum and local level organisations aiming to lift their standards. Process and performance optimisation in the contact centre, delivered by this new partnership, helps public sector organisations achieve their goals for these initiatives.

About Damovo
Damovo designs, implements, supports and manages converged communication solutions for large and medium sized organisations. Damovo helps its clients Converge and Compete by connecting them with their people, their information and their clients. By enabling the technological and operational benefits of convergence, Damovo’s solutions and services allow organisations to maximise the return they get on their communication systems by controlling costs, increasing efficiency, and improving customer service. Damovo's portfolio of solutions combines best-of-breed technology from the world's leading suppliers, ensuring its clients receive an end-to-end solution tailored to their specific business needs. Damovo operates in 12 countries worldwide, and employs over 2000 people. Its clients in the UK include: Aston University, Bradford Community Housing Trust Group, Electrolux, Jones Lang LaSalle, Metropolitan Police Service, Nutricia, St Mary’s NHS Trust, and University of Surrey, Roehampton. For more information, please visit www.damovo.co.uk .

About Genesys

Genesys, an Alcatel company, is 100 per cent focused on software for contact centres. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit: www.genesyslab.com.

About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: www.alcatel.com.

Media Contact:

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

Mairi Drysdale, Damovo UK Ltd., 020 7608 4630, mairi.drysdale@hotwirepr.com