Genesys announces dramatic rise in number of businesses using Voice Self-Service Platforms in EMEA


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CAMBERLEY, April 21st 2009 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), saw a dramatic increase in customer take-up of its next generation Voice Self-Service solution in EMEA. The region accounted for the largest year-on-year increases in Genesys Voice Portal (GVP) shipments – a 51 per cent growth between 2007 and 2008 and a 42 per cent increase in the previous year. Leading household names in the utilities, government, banking and telecommunications industries now benefit from tighter integration to customer data in CRM software packages, as well as real-time contact queuing and routing engines.

As organisations continue to make cost containment and improved customer service top priorities, they are also looking for proven solutions from trusted and stable suppliers. Genesys and its market-leading software platform for interactive voice response (IVR) are well-positioned to deliver on what businesses want. Its GVP 8 solution supports and advances the alignment of self- and assisted-service, and supports the integration of voice across all customer service environments to significantly enhance the customer experience.

Bruce Eidsvik, Vice President, EMEA VP Sales at Genesys said: “A wide range of organisations have invested in GVP 8 to help lower costs, improve customer service and increase personalisation, either through self-service, live assistance or both. Next generation Genesys software helps these businesses leverage voice in customer service by tightly integrating key technologies such as Session Initiation Protocol (SIP), web integration and voice security software. The platform also takes advantage of key applications and business rules within the intelligent Customer Front Door (iCFD) solutions that Genesys and its partners have recently developed.

“We’re finding that organisations now want to move beyond initial Voice Self-Service (VSS) to make the most of the wider benefits of voice components in their customer service processes,” continues Bruce Eidsvik. “GVP 8 delivers on its investment as it brings to the forefront the convergence of all the technologies that touch customer service, leading the transformation away from silos and ‘point solutions’ towards a more holistic approach to customer care. As one of the anchor segments of the voice self-service market, GVP 8 will continue to be a critical aspect of the business value we offer our customers in 2009.”

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 fulfil 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) is the trusted partner of service providers, enterprises 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 unrivaled 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 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

Media Contact:
Duncan Burford, UK PR for Genesys, 01780 721 433, [email protected]

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