Genesys Placed in Leaders Quadrant of New Worldwide Report on Contact Center Infrastructure


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Wokingham, December 09, 2008 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that market research firm Gartner, Inc. placed Genesys in the leaders quadrant of its report, “Magic Quadrant for Contact Centre Infrastructure, Worldwide” authored by Drew Kraus, Steve Blood and Geoff Johnson.

Gartner has consolidated its three regional Magic Quadrants for contact centre infrastructure in North America, Europe, the Middle East and Africa (EMEA), and Asia/Pacific into this single worldwide document.

According to the report, “Gartner defines contact centre infrastructure as the products (equipment, software and services) needed to operate call and contact centres. This type of infrastructure is used by customer and employee service and support centres, inbound and outbound telemarketing services, help-desk services, government-operated support centres, and other types of structured communications operation. The interactions can be human-assisted or automated self-service, using interactive voice response (IVR) and speech recognition technologies, for example. These channels for interaction use both live agents and messaging technology, and include voice, Web, e-mail, instant messaging, chat, video and mobile devices.”

Genesys supports customers – including customers with sophisticated contact centres or those who may be considering evolving their telephony infrastructure and want to protect their investments – with a broad suite of highly scalable, contact centre open software applications and capabilities, including:

* Consolidation and Virtualisation of Resources
* Proactive Contact Management
* Reporting and Analytics
* Branch, Remote and Expert Integration
* Business Process Routing
* Customer-Centric Routing
* Internet and Multimedia Integration
* Real-time Recommendations
* Workforce Management and Optimisation
* Integrated Self-Service

“In my opinion, this report makes clear that telephony and contact centre functionality is becoming more software-based and this corresponds with what we’re seeing in the market: a growing role for applications software and its strategic value for both enterprises and carriers,” said Paul Segre, President and CEO, Genesys Telecommunications Labs. “Our open approach and vision for extending customer care beyond the contact centre and across multiple devices are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centres.”

According to this Gartner report, vendors in the leaders quadrant are characterised as, “high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk.”

Both Genesys and Alcatel-Lucent were placed in the leaders quadrant for this Gartner report. Together, they offer solutions for business of all sizes.

Gartner’s “Magic Quadrant for Contact Centre Infrastructure, Worldwide” report is available compliments of Genesys at the following link:

About The Magic Quadrant
The Magic Quadrant is copyrighted August 2007 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.’s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the “Leaders” quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise’s requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.

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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