Genesys Placed in Leaders Quadrant of Leading Analyst Firm’s 2008 IVR and Enterprise Voice Portals Report
Wokingham, February 25, 2008 -
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that market research firm Gartner, Inc. has placed Genesys in the leaders quadrant of its new report, 'Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2008,' published February 20, 2008, and authored by Steve Cramoysan and Rich Costello.
Gartner characterises leaders quadrant vendors as "High-viability vendors with a strong voice response offering, significant market share, broad geographic coverage, a clear vision for how voice self-service needs will evolve and a proven track record for delivering interactive voice response offerings. They are well-positioned with their current product portfolio and are likely to continue to deliver leading products. They have a strong partner ecosystem providing voice response applications, tools and services for their platforms. They typically have a strong contact centre offering, with good integration between this and their voice response platform. 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."
"Increasingly, customers who focus on creating great customer experiences are making a great self-service environment part of their strategy to stopping customer frustration. Genesys continues to extend its market leadership position in the IVR and enterprise voice portals market," said Brian Bischoff, Vice President, worldwide voice platform sales, Genesys Telecommunications Labs. "In addition, the Genesys Voice Platform is a key element in helping enterprise customers deliver the right blend of integrated self- and assisted-service to meet the challenges of their dynamic customer service environments."
According to Gartner, "Organisations are increasingly adopting voice response solutions based on Internet standards and a voice portal architecture. Leading vendors are improving integration between voice self-service and live agent functions, and are reducing the complexity of developing and operating solutions."
A copy of Gartner's 'Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2008,' report is available, compliments of Genesys, on the Genesys Web site at the following link: Genesys Leader in 2008 Gartner Magic Quadrant IVR & Voice Portal Report.About The Magic Quadrant
The Magic Quadrant is copyrighted February, 2008, 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 www.genesyslab.com or visit the industry blog at www.betterinteractions.com.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise 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 organisations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 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.
Duncan Burford, PR for Genesys, 01780 721 433, email@example.com
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