Genesys and Alcatel-Lucent Increase Worldwide Market Share Position in Contact Center Markets and IP in 2007


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* IP contact centres account for nearly half of market growth according to new industry analyst firm report

Wokingham, July 30, 2008 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext: Paris and NYSE: ALU), and its parent company both showed significant momentum in a new Gartner Dataquest report “Market Share: Contact Centres, Worldwide, 2007” by Drew Kraus, June 2008.

Comparing this year’s Gartner report to retrospective figures from Gartner, Genesys, on a standalone basis, has improved its worldwide contact centre market share and increased its contact centre total agent shipments in the period between 2005 and 2007, going from 6.6 per cent share in 2005*, to 10.4 per cent in 2006**, to 10.6 per cent in 2007**. During this same period the number of contact centre agent seat shipments from Genesys nearly doubled from 118,605* in 2005*, to 201,940 in 2006**, to 230,952** in 2007, according to Gartner, making Genesys the fastest growing contact centre solutions vendor among the top vendors in the world over the past two years.

For the first time the report also contains market share estimates based on contact centre agent revenue by manufacturer. Gartner Dataquest estimates this market is worth $2.354 billion. Genesys, with 14.4 per cent market share by revenues, is now second in this market worldwide.

In addition, as a subsidiary of Alcatel-Lucent, Genesys also collaborates within Alcatel-Lucent’s Enterprise Business Group on complementary products designed for the mid-market. When Genesys results are combined with Alcatel-Lucent’s Enterprise Business Group results for 2007, Genesys and Alcatel-Lucent revenues total 17.6 per cent of the market based on contact centre total agent revenue. These combined results strengthen the organisation’s hold on the number two spot for worldwide market share as measured by contact centre total agent revenue.

On a regional basis Genesys holds a top two market share position for total contact centre agent shipments in 2007 in three of the four major regions: EMEA, Asia/Pacific and Latin America.

The Gartner report showed even stronger growth for software enabling Internet Protocol (IP) in the contact centre, a key application that enables companies to virtualise their customer service. The Gartner Dataquest report showed IP contact centre agent shipments worldwide grew by 36.9 per cent between 2006 and 2007 and now represents 48.8 per cent of the worldwide contact centre market. During this same period Genesys nearly doubled the market growth rate – increasing its worldwide IP agent shipments by 70.5 per cent (resulting in a total of 8.4 per cent of the market). When Genesys’ IP agent shipments results are combined with Alcatel-Lucent’s Enterprise Business Group IP agent shipments, Alcatel-Lucent now has 10.8 per cent market share worldwide and holds the number three spot as measured by IP agent shipments.

“For the second straight year, Genesys grew its IP agent shipments market share faster than any major technology provider in 2007,” said Paul Segre, Genesys’ President and CEO. “And between 2005 and 2007 Genesys more than quadrupled its market share in IP agent shipments, a key indicator of future success. Genesys expects to continue its success, and to lead the transformation to IP contact centre deployments for enterprises.”

*Market Share: Contact Centres, Worldwide, 2006 by Drew Kraus, April 2007
**Market Share: Contact Centres, Worldwide, 2007 by Drew Kraus, June 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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