CAMBERLEY, May 18th, 2010 — The recent Genesys G-Force event in Amsterdam, hosted by Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), drew record numbers of attendees to experience the latest customer service trends and innovations. Key talking points for the industry included cutting-edge customer service strategies, such as social media integration and front line and back office optimisation. Attendance was up from last year's event and repeat breakout sessions had to be scheduled with over 1,000 Genesys customers, including BUPA Australia and the NSPCC, partners and prospects, attending the event from across the globe.
Customers from a variety of industries, including utilities companies, telco providers, charities and financial sector organisations, demonstrated how their organisations are implementing Genesys technologies and strategies. Companies, such as BUPA Australia, Deutsche Telekom and Vattenfall in Sweden, participated in presentations with the NSPCC's Rosie Slater sharing how the UK's leading charity specialising in child protection and the prevention of cruelty to children is using Genesys technology to modernise its contact centres and improve multi-channel contact.
"This year's event in Amsterdam has exceeded the experience from last year, with more attendees than ever before. The event pushed the boundaries for providing the ideal customer experience – from combating the root causes of poor customer service to providing a seamless cross channel conversation. It really highlighted the diverse nature of customer service and the cutting edge strategies and technologies that are being employed by businesses and industries globally," commented Keith Pearce, Senior Director of Marketing, EMEA, Genesys.
In addition to Alcatel-Lucent and Genesys speakers was a keynote presentation from the Managing Director of the WOW! Awards, Derek Williams. This year's event also saw Genesys donating €5000 to NSPCC, with a further €250 raised by pledges from delegates.
"As the customer service industry is constantly evolving, it is important to not only keep up with but strive to continually exceed customer expectations. This event is the perfect opportunity to drive the customer service industry forward, as it brought together a large number of very influential thought leaders and some of the most innovative companies to share their knowledge, experiences and best practices. We would really like to thank all the attendees for making the event a success and for their generosity in their donations to the NSPCC," commented Nicolas De Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent.
Alcatel-Lucent Genesys solutions feature leading software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests and optimizing customer care goals while efficiently using 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 leverage their entire organisation, from the contact centre to the back office, while dynamically engaging their customers. For more information, go to www.genesyslab.com.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defense, energy, healthcare, transportation and governments worldwide, providing solutions to 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 15.2 billion in 2009 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, read the latest posts on the Alcatel-Lucent’s blog http://www.alcatel-lucent.com/blog and follow us on Twitter: http://twitter.com/Alcatel_Lucent.
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