Wokingham, January 22, 2009 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) and the leader in customer service software, expanded its portfolio by acquiring Conseros, which provides a key business application that enables enterprises to manage and distribute high volumes of work items virtually anywhere in the enterprise. The solution gives business users visibility and control of the tasks, priorities and people who are responsible for service delivery. Conseros is privately held and headquartered in Fredericton, New Brunswick, Canada.
"Customer service is being increasingly managed and optimised throughout the enterprise. For many organisations, it now extends beyond the confines of the contact centre and into other areas of the business involved in the overall service delivery," said Sheila McGee Smith, a key industry analyst and principal of McGee-Smith Analytics. "These include branch offices and experts in the back-office where six to ten different organisational units are servicing a variety of customer service tasks , work items, faxes, and service requests."
Conseros pioneered software for dynamically prioritising the distribution of work tasks to the people involved in customer service to manage, monitor, and report upon the distribution of high volumes of work throughout the enterprise via Genesys solutions. Conseros' application is complementary to and uniquely integrated with the Genesys Business Process Routing solution, and is already in use by several joint customers. The software has built-in integration with a broad range of enterprise work sources including document management, fax and workflow to capture tasks globally, calculate business priority and value, and distribute tasks to the people best suited to handle them, looking across all the resources of an enterprise whether in the front office, back office or even out to service partners.
The Conseros software will be incorporated into a larger Genesys solution called Genesys intelligent Workload Distribution (iWD), which drives the need to more effectively manage tasks in the organisation by dynamically reprioritising tasks and interactions across all channels and media in real-time. Comprising a management dashboard environment providing a view of all tasks across departments, users can quickly determine business priorities and service levels for all interactions based on business value to ensure the right resources, regardless of location, are proactively receiving the most critical or highest value tasks at the right time. Businesses can therefore optimise resources by determining common skills and reprioritising workloads across the entire enterprise.
"We're excited to become part of Genesys, because we've already enjoyed success with shared customers and we can create more value for customers as a part of the leading provider of customer interaction management software," said Jeff Thompson, founder of Conseros.
The acquisition is part of Alcatel-Lucent's continued investment in applications software and Genesys' build out of its portfolio for customer service software, having inaugurated its Applications Software Group in January. "Genesys expects the use of service delivery software to be a driver of growth for our core products, and a key technology that expands our footprint beyond the contact centre," said Nicolas De Kouchkovsky, President of Genesys.
Financial terms of this cash transaction are not being disclosed and do not have a material financial impact on Alcatel-Lucent. All of the employees of Conseros will be integrated into Genesys and the Application Software Group organisations.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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 http://www.genesyslab.com.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions that deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organisation in the industry, Alcatel-Lucent is a local partner with a global reach. 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, firstname.lastname@example.org