Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2007 Contact Centre Infrastructure Report for EMEA

  • Genesys Vision of Dynamic Contact Centre identified as the most complete
WOKINGHAM, November 15, 2007 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that market research firm Gartner, Inc. placed Genesys in the leaders quadrant of its "Magic Quadrant for Contact Centre Infrastructure, EMEA, 2007" report. The Dynamic Contact Centre concept has made Genesys the company with the most complete contact centre vision in the industry. The report was published October 30, 2007, and authored by Drew Kraus and Steve Blood.

According to the Gartner report: "The opportunity for product consolidation and platform replacement is huge, especially given the migration to IP telephony. And as companies start the consolidation process for telephony, they can look again at the architecture for contact centres."

"We continue to see customers across the EMEA region value our open platform approach, which allows them to deliver customer service across any network and any site while leveraging existing infrastructure," said Nicolas Kaploun, senior vice president, EMEA, Genesys Telecommunications Labs. "Genesys' open approach is fundamental to our strategy for Open IP and is a key criterion to help customers implement Dynamic Contact Centres."

Genesys supports customers - including customers with sophisticated contact centres or those who may be considering evolving their telephony infrastructure and want to protect their investments - with a broad suite of highly scalable, contact centre open software applications and capabilities, including:
  • Consolidation and Virtualisation of Resources
  • Proactive Contact Management
  • Reporting and Analytics
  • Branch, Remote and Expert Integration
  • Business Process Routing
  • Customer-Centric Routing
  • Internet and Multimedia Integration
  • Real-time Recommendations
  • Workforce Management and Optimisation
  • Integrated Self-Service
According to the Gartner report, vendors in the leaders quadrant are characterised as, "high-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision for how contact centre needs will evolve and a proven track record for delivering contact centre products. They are well positioned with their current product portfolio and are likely to continue to deliver leading products. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk."

A recently published report from Gartner Dataquest, "Market Share: Contact Centres, Worldwide, 2006" by Drew Kraus, May 4, 2007, shows that Genesys was the fastest-growing contact centre vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.

Gartner's "Magic Quadrant for Contact Centre Infrastructure, EMEA, 2007," report is available compliments of Genesys at the following link: http://www.genesyslab.com/news/analysts/CCI/2007/EMEA/Gartner%20MQ%20for%20EMEA.pdf

About The Magic Quadrant
The Magic Quadrant is copyrighted August 2007 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.

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 centre 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 http://www.genesyslab.com or visit the industry blog at http://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 to be transferred to Thales]. For more information, visit Alcatel-Lucent at http://www.alcatel-lucent.com

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Media Contact:
Duncan Burford, PR for Genesys, 01780 721433, dburford@iba-europe.com
David Radoff, Genesys, +1 650.466.1078, dradoff@genesyslab.com

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