Alcatel’s Genesys and Microsoft Business Solutions Align

WOKINGHAM — Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that it has been named a Microsoft® Business Solutions ISV partner. As part of the relationship, Genesys will offer a Gplus Adapter for Microsoft Business Solutions CRM, a packaged integration that links its industry-leading call centre suite with Microsoft’s customer relationship management (CRM) applications. Together, the Genesys call centre suite and Microsoft CRM will enable companies to easily leverage customer service functionality formerly available only through complex and lengthy installations.

Microsoft Business Solutions is a division of Microsoft and offers a wide range of integrated, end-to-end business applications and services designed to help, small, mid-market and corporate businesses become more connected with customers, employees, partners and suppliers. The integration between Microsoft CRM and Genesys solutions for customer service, help desks, order desks, collections, outbound telesales and service, will significantly reduce risk and complexity for customers deploying combined CRM and call centre applications.

The Gplus Adapter for Microsoft CRM, available in the first half of 2004, will enable companies to share and leverage data between Genesys and Microsoft CRM, resulting in a lower total cost of ownership, improved operations and improved customer satisfaction. Unlike competitive offerings, Genesys call centre solutions:

• Are 100 per cent software-based
– providing scalability and ability to easily add new features and functionality as it comes to market
• Offer multiple PBX support
– allowing companies to leverage existing telephony infrastructure and avoid the need to buy new hardware
• Support both inbound and outbound communications
– enabling companies to maximise personnel resources
• Support both Internet Protocol and traditional circuit-switched telephony
– delivering an unmatched level of protection on existing and future infrastructure investments

"We are pleased to have Genesys join the ranks of Microsoft Business Solutions ISV partners," said Jeff Young, general manager – emerging solutions, Microsoft Business Solutions. "Genesys’ experience in call centre solutions will enable our joint customers to maximise the return on their investment through increased customer service functionality."

"Our relationship with Microsoft is further evidence of Genesys’ commitment to supporting the individual choices and needs of our customers," said Paul Segre, Genesys chief technology officer. "Like Genesys, Microsoft is making a commitment to delivering service-enhancing technologies, and integrating our product offerings will make it even easier to implement a complete customer service solution."

Genesys offers an integrated set of contact centre solutions, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Universal Workflow. The suite offers the benefits of streamlined installation and suite-wide management and reporting, helping businesses to bring new customer contact management functionality quickly to market. In addition, Genesys offers Voice Portal, an advanced voice 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,font size="3">a next generation interaction management solution that extends Genesys’ integrated suite of proven products to Internet Protocol (IP) networks.

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, 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.

Paul Roberts,
Genesys,
0118 9747000,
proberts@genesyslab.co.uk