Genesys Launches 2008 Customer Innovations Awards


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Wokingham, November 18, 2008 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) is now accepting nominations for the fourth annual Customer Innovations Awards, a program designed to recognise the world’s most innovative customer service organisations. Judged annually by more than 20 top industry analysts who closely follow the customer service industry, the Genesys Customer Innovations Awards are one of the most significant global assessments of state-of-the-art advancements among organisations providing rich customer interactions and taking an integrated approach to service customer. Nominations for the Customer Innovations Awards will be accepted from any organisation, government agency, or educational institution until December 5th, 2008. Finalist companies will be honoured in 2009 at a Genesys G-Force user conference, special regional events, and via press releases or similar announcements.

Customer Innovations Awards Guidelines
Each nominee will be assessed on four key criteria to determine how closely they come to delivering excellent customer service through the innovative use of technology in highly dynamic environments. This includes:

* Innovating in a dynamic and challenging environment
* Optimising service via technology and business processes
* Improving the overall customer experience
* Leveraging contact centres and customer service strategically

A shortlist of finalists will then be invited to present in-person to an independent panel of judges in San Francisco or Paris. The independent judging panel will include analysts from firms such as Forrester, Datamonitor, Yankee Group, Opus Research, COMMFusion, McGee-Smith Analytics and Frost & Sullivan.

“In these challenging economic times, customer service is now, more than ever, an area where many companies continue to invest as retention and customer satisfaction remain top priorities. We’re noticing a marked increase in the number of organisations that treat their contact centres as strategic opportunities, linking customer service improvements to business success,” said Paul Segre, President and CEO, Genesys. “We look forward to helping outstanding customer service organisations share their stories of success.”

Organisations interested in submitting a nomination form should complete the short on-line form before December 5, 2008:

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,
[email protected]

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