Genesys Launches First Voice Platform with Built-in Support for Video Contact Centres, Enhanced Network Services and Key IP Standards

  • VoiceGenie 7.1 Self-Service Platform enables video voicemail, avatars and key next-generation updates supporting VoiceXML 2.1, CCXML, SIP and MRCP standards

Wokingham, February 12, 2007 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced the first voice self-service platform with built-in support for video customer service, and key standards for enhanced network services that enable a wide range of new applications, from speech-enabled voicemail to IP-based services using Session Initiation Protocol (SIP).

With its extensive support for video play-and-record applications that that take full advantage of 3G mobile phones and other devices, service providers are now able to offer a host of new services, including rich media applications such as video voicemail, video conferencing, video-enabled music and game applications, and video call-recording. For example, with VoiceGenie 7.1, a cellular service provider can offer consumers the ability to record and send copies of video conference calls, or enable customer service representatives in a help-desk to push instructional videos to help simplify a technical installation. Other applications for video include telemedicine, video sharing and a range of other consumer entertainment applications.

Genesys provides its voice self-service platforms to enterprises and organisations to improve customer service, and to telecommunications service providers to create new services for consumers. Next-generation speech services are part of a larger trend toward dynamic customer interaction, which blends self-service and assisted-service across multiple touchpoints including the web and multimedia devices.  

"Companies clearly want to improve customer satisfaction today. Many of them are doing so by embracing new technologies that support better customer service, such as speech services and multimedia, and creating a more dynamic environment to improve the overall customer experience," said Wes Hayden, president and CEO of Genesys.

The new Genesys platform enables development of next-generation applications in customer service organisations to rapidly respond to dynamic customer needs. Genesys VoiceGenie 7.1, along with its sister platform, GVP, enables a complete range of voice self-service applications. Genesys is driving the technology beyond the contact centre and into broader customer service settings to provide a consistent customer experience at every touch point.  

  • Speech self-service is becoming the new front door to the enterprise, creating a common voice brand and streamlining access to people and functions.
  • Software services enable enterprises to proactively contact customers to inform them of critical events and solicit action.
  • Speech platforms capture the voice of the customer in surveys that ensure follow-up and satisfaction.  
  • Key self-service capabilities enable multimedia customer interactions, seamlessly supporting escalation to agent and/or expert assistance. 
  • Finally, managed service providers are using Genesys technology to create new applications that support enhanced mobile services such as voice-based operator assistance, mapping and directions.  

With VoiceGenie 7.1, Genesys has embraced the transformation underway in Information and Communications Technology. In addition to the video features of VoiceGenie 7.1, Genesys has added new features to embrace voice over IP, through the key standard of SIP, which enables deployment of voice self-service in both IP and hybrid networks through media gateways. VoiceGenie 7.1 also leverages the latest versions of three key standards - VoiceXML 2.1, CCXML 1.0 and MRCP 1.0 - that enable applications to be quickly modified, re-used and redeployed across virtually any device with lower maintenance costs.

Since its acquisition of VoiceGenie in early 2006 Genesys has continued to support and improve the platform. The introduction of VoiceGenie 7.1 provides further evidence of Genesys' commitment to the development of the VoiceGenie platform, which will be gradually integrated with Genesys GVP over the next two to three years. Genesys has pledged continued support for all VoiceGenie customers and will create a compatible upgrade path and both platforms already embrace all of the key industry standards, including VoiceXML 2.1, CCXML 1.0 and MRCP 1.0.

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 organization, 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 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 79,000 employees and 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 organisations in the telecommunications industry. Alcatel-Lucent achieved proforma combined revenues of Euro 18.6 billion in 2005, and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com

Media Contact:
Lucille Jackson, Genesys, 0118 9747144, ljackson@genesyslab.co.uk
Duncan Burford, PR for Genesys, 01780 721433, dburford@iba-europe.com


Issuers of news releases, not Targetwire, are solely responsible for the accuracy of the content.