Sullivan Awards Genesys the 2005 Market Leadership Award for Contact Centre Managed Service Solutions

Frost & Sullivan Awards Genesys the 2005 Market Leadership Award for Contact Centre Managed Service Solutions

Genesys Recognised for Leadership through Superior Strategies and Execution in the Rapidly Growing Managed Services Market

Wokingham – February 20, 2006 – Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), has received Frost & Sullivan’s 2005 Market Leadership Award for technology and market execution in the managed services market. Genesys was chosen from an elite group of 30 solution providers for demonstrated excellence in the areas of identifying market challenges, drivers and restraints, as well as strategy development and methods of addressing these market dynamics. Market share, revenue growth, profitability, and market and technology innovation were also key factors.

Service providers have extensive established businesses that touch contact centres and have intently been looking for higher-value services to protect and grow their revenue streams. Genesys Managed Service solutions give enterprises the ability to leverage the capabilities of the entire Genesys Customer Interaction Management (CIM) Platform as an on-demand service, a compelling opportunity for service providers to move up the value chain.  

“Genesys has a compelling story and company focus on managed services, which have led to its leadership position,” said Ashwin Iyer, program leader for the contact centre and CRM growth opportunities service at Frost & Sullivan. “The company’s open software platform and go-to-market support appeal to managed service providers as they select their technology partners.”
Key features of Genesys Managed Service solutions include:

  • Choice of deployment in either a dedicated or multi-tenant environment
  • Complete OA&M suite for the service provider
  • Leverages Genesys premises integration capabilities with third-party switches and CRM systems
  • Supports TDM, IP and hybrid and does not entail a forklift upgrade to IP

Over and above Genesys’ technology is the value-add that Genesys brings to the table by way of consulting, joint marketing programmes, sales training, and sharing of best practices to help managed service providers be successful. The company attracts leading service providers to offer Genesys-powered Managed Services for the enterprise market, including Verizon, Qwest, Deutsche Telekom, France Telecom and Telstra. Genesys’ application service provider partners, such as Echopass, deliver contact centre services to mid-market businesses. As of 2005, Frost & Sullivan estimates Genesys to be the worldwide market share leader for managed service contact centre solutions.

“We are pleased to be recognised by Frost & Sullivan for our efforts in helping our service provider partners successfully build their businesses,” said Bob Thronson, vice president of business development, managed service solutions, Genesys. “Genesys recognises that enterprises want to virtualise their operations across the contact centre, the mid-and-back office and outsourcer operations. The Genesys Managed Service solution offers the functionality and flexibility required to meet this need.”

“Genesys has continued to implement superior market strategies that reflect changes in the high growth managed services market. As such, Genesys is the 2005 market leader for managed services contact centre solutions,” concluded Iyer.

About Frost & Sullivan
Frost & Sullivan, a global growth consulting company founded in 1961, partners with clients to create value through innovative growth strategies. The foundation of this partnership approach is our Growth Partnership Services platform, whereby we provide industry research, marketing strategies, consulting, and training to our clients to help grow their business. A key benefit that Frost & Sullivan brings to its clients is a global perspective on a broad range of industries, markets, technologies, econometrics, and demographics. With a client list that includes Global 1000 companies, emerging companies, as well as the investment community, Frost & Sullivan has evolved into one of the premier growth consulting companies in the world.

About Genesys Telecommunications Laboratories, Inc.
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 us at

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 employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet:

Media Contact:
Paul Roberts, Genesys, 0118 974 7144,


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