Genesys Contact Centre Realities study shows which industries offer the best customer service experience

  • Communications and financial services companies lead other industries in type and depth of contact centre technologies implemented
  • Study provides insights into technology adoption across vertical industries
Wokingham, July 23, 2008 - Most companies claim to put a lot of emphasis on quality customer service and maintaining customer loyalty. Currently, communication and financial services companies are doing a better job than other industries at using customer service as a strategic differentiator because they are most sophisticated and proactive in terms of the type and depth of contact centre technologies implemented.

A study commissioned among US companies by Genesys Communications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has shed new light on which industries are leading the charge in customer service offerings, and which are lagging behind. The study polled 385 contact centre managers from communication, financial services, insurance, government, utilities and healthcare organisations to determine what business practices and technologies were being deployed or planned for improving the customer experience.

One common characteristic - a strong likelihood that companies not currently using an IP-based contact centre will implement one in the next two to three years. In fact, 66 per cent of financial services companies, 45 per cent of communications companies, 58 per cent of utilities and 83 per cent of healthcare companies not using the technology are moving toward IP installations.

"Consumers often have intuition about which industries offer the best customer service experience, and which ones use more dynamic customer service technologies," said Paul Segre, CEO, Genesys. "This research gives us insight into where each vertical segment is in the adoption continuum."

The research also indicates that government organisations have more clearly defined measurements for contact centre performance, agreed upon by both contact centre managers and executive management. However, they still lag behind other industries, having fewer installations of dynamic contact centre technologies, such as outbound calling, customer-to-agent e-mail, instant messaging or Web callback.

Utilities also fared well for an internal agreement of contact centre measurement, while the other industries examined showed a significant disconnect between the goals and objectives of the contact centre manager and that of senior management.

Additional key industry findings from the research included:
  • Although almost two-thirds of the financial services companies are not currently using an IP-based contact centre, over half of them are likely to implement one in the next two to three years, enabling them to integrate multiple channels of customer contact.
  • Insurance companies are the highest users of touchtone IVR as 92 per cent of those surveyed are using the technology.
  • Communication companies are leading in use of SMS/text messaging and Web chat, significantly higher than any other industry.
  • Only 23 per cent of healthcare contact centres are likely to attempt up- or cross selling because they view the practice as "not appropriate" or because it would involve time-consuming training requirements.
  • Customer satisfaction measures are least important to government agencies when judging the success of the contact centre.
  • Utilities have the highest levels of outsourced staff – 31 per cent. An additional 30 per cent are considering outsourcing in the future.
For the full results of the research, to learn about the Contact Centre Capabilities Maturity Model or for specific findings for a particular industry, please contact Duncan Burford on 01780 721 433 or

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, 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:

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

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