Sullivan

Genesys Selected as Contact Centre Applications Vendor of the Year in Asia Pacific by Frost & Sullivan

WOKINGHAM, July 25, 2007 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced that it was selected as the recipient of the Frost & Sullivan award for 2007 Contact Centre Applications Vendor of the Year in the Asia Pacific region. Genesys received this award in recognition of its business growth in the Asia Pacific region in 2006, including key customer wins in new vertical market segments and continued success acquiring customers for non-CTI (Computer Telephony Integration) applications.

According to Frost & Sullivan, the Contact Centre Applications Vendor of the Year award is the most prestigious annual award conferred by the consulting firm within the contact centre industry in Asia Pacific and was one of 26 awards presented last month at the 2007 Frost & Sullivan Asia Pacific ICT Awards banquet in Singapore.

The Frost & Sullivan Asia Pacific ICT Awards are held annually to recognise companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance across the region.

Shivanu Shukla, industry analyst at Frost & Sullivan said: "Genesys' software-based and switch-independent product strategy, coupled with its high brand recognition in Asia Pacific and broadening solutions portfolio, including voice portals and workforce management applications, has helped Genesys establish a strong regional presence. The company's approach of consultative value-based selling has further made it a trusted advisor to its customers, increasing its wallet share considerably. Genesys' pioneering sales and business strategies including its strength in hosted contact centres were key factors that helped it achieve this award."

An independent panel of judges including analysts, media and CIOs assessed Genesys' growth in 2006 on the following key criteria, which formed the basis for the award:
  • Revenue growth
  • Market share and growth in market share
  • Growth in customer base/key customer wins
  • Breadth of product portfolio
  • Technology vision and innovation
  • Product/solution differentiation
  • Business/market strategy
  • Thought leadership
"We're honoured to receive the 'Contact Centre Applications Vendor of the Year' award from Frost & Sullivan," said Michael McBrien, Senior Vice President, Asia Pacific, Genesys. "We are entering a very exciting time for the customer service industry in Asia Pacific as more and more companies realise the strategic impact that customer service has on their business. Advanced self-service and multi-channel contact, including chat and SMS, are becoming key components of all contact centres, and we look forward to continue driving this innovation across the region and helping companies achieve customer service excellence."

According to Frost & Sullivan, Genesys grew its market share in the Asia Pacific contact centre applications market to 12.5 per cent in 2006, with strong double digit growth in China and South Korea, and registered triple digit growth in India.

For more information on the Frost & Sullivan Asia Pacific ICT Awards, visit www.ict-awards.com.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: www.alcatel-lucent.com.

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Media Contact:
Duncan Burford, PR for Genesys, 01780 721433, dburford@iba-europe.com

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