Sullivan for 2008 North American Contact Centre Applications

Genesys Selected as Company of the Year in Customer Service by Frost & Sullivan for 2008 North American Contact Centre Applications

Wokingham, February 21, 2008 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was selected as the leader in customer service for Frost & Sullivan's most prestigious award, the 2008 North American Contact Centre Applications Company of the Year Award. This award was presented to Genesys today during a press conference at Alcatel-Lucent's Enterprise Forum in Paris.

In selecting Genesys as the award recipient, analysts at Frost & Sullivan quantified several market factors including the number of new customers, new segments and commitment to business expansion coupled with market growth.  

In 2007, Genesys played a major role in elevating the business conversation around customer service software and Genesys is now a name that crops up in almost every discussion with vendors and practitioners. The Genesys suite cuts across a variety of markets, including in the inbound contact routing, IVR, speech technologies and standalone CTI spaces, and - according to the report - the company is a clear leader in the transition of contact centres towards IP-based technologies. Additionally, the growing strength of Genesys in the hosted and managed services markets, along with its deep domain expertise in key vertical markets such as financial services, healthcare and telecommunications, places the company in a model position for continued success and making it the ideal choice for the Company of the Year Award.

"This award serves as recognition of Genesys' extremely strong thought leadership role in continuously improving the customer experience," said Ashwin Iyer, Global Programme Manager for contact centre & CRM, Frost & Sullivan. "Genesys created an effective marketing message around their Dynamic Contact Centre model to help explain this new paradigm shift to enterprises. The Dynamic Contact Centre aims to assist enterprises in taking an active role in responding to the ever-changing dynamics of customer service. It does so by dynamically aligning contact centre resources and capabilities with customer needs, all within the scope of existing overall business objectives."
"We're pleased that Frost & Sullivan recognised Genesys with their Company of the Year Award as it is recognition of our progress in 2007, including sustained double digit revenue growth, market expertise and the acquisition of key new technologies for business performance management to expand our portfolio of reporting and analytic software. This award also recognises our strong thought leadership role in continuously improving the customer experience in markets in which customer experience is the primary competitive differentiator for enterprises," said Paul Segre, Genesys CEO. "Going forward, Genesys' augmented capabilities in analytics and reporting for customer interaction organisations will ensure Genesys will be a competitive threat in all of the major segments of the contact centre market."

For more information on the Frost & Sullivan Company of the Year Awards, visit

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 or visit the industry blog at 

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 on the Internet:

Media Contact:
Duncan Burford, PR for Genesys, 01780 721 433,



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