Genesys Honored With Market Leadership Award “Hat Trick”


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Genesys Honored with Market Leadership Award ‘Hat Trick’

Frost & Sullivan Recognizes Genesys for Managed Service Market Leadership in Asia Pacific, North America and EMEA

PARIS, February 14, 2007 – Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was awarded Frost & Sullivan’s most recent Market Leadership Awards for Hosted Contact Center Solutions in all three major geographic regions – Asia Pacific for 2006 and North America and EMEA for 2005. These awards clearly distinguish the company as the worldwide leader in the Hosted Contact Center Solutions Market.

“Service Providers are moving toward the hosted contact center model because of its potential to create new revenue streams,” said Ashwin Iyer, program leader for the contact center and CRM service at Frost & Sullivan. “Genesys implemented superior market strategies and was the market leader for managed services contact center solutions.”

For each of the Market Leader awards, analysts at Frost & Sullivan interviewed a variety of enterprise and service provider representatives and examined Genesys’ approach to the hosted contact center market. Genesys received these awards based on criteria that included the ability to identify market challenges, drivers and restraints, strategy development, methods of addressing market dynamics and Genesys’ leading market share within each region.

Key features of Genesys Managed Service solutions include:

• Choice of deployment in either a dedicated or multi-tenant environment
• Complete provisioning and management capabilities for the service provider
• Ability to leverage Genesys premises integration capabilities with third-party switches and CRM systems
• Support for TDM, IP and hybrid voice systems without requiring a forklift upgrade to IP

Genesys adds value through consulting, joint marketing programs, sales training and sharing of best practices to help managed service providers be successful. The company attracts leading service providers to offer Genesys-powered Managed Services for the enterprise market, including BT, Deutsche Telekom, France Telecom, Verizon, Qwest, Rogers, XO, West, EDS, NTT, Telstra and Reliance. Genesys’ application service provider partners, such as Echopass, deliver contact center services to mid-market businesses.

The powerful combination of Genesys enterprise technology with Alcatel-Lucent communications technology results in stronger contact center offerings that carriers can deliver to their most important enterprise customers. This combination is formally bundled in Alcatel-Lucent’s Managed Communication Services portfolio, which is increasingly being adopted by carriers and enterprises on a worldwide basis.

“This award is recognition of Alcatel-Lucent’s ability to provide enterprise level quality of service from a service provider network using Genesys technology. The Genesys managed service solution offers the functionality and flexibility that enterprises require to virtualize their operations across the contact center, the mid-and-back office and outsourcer operations,” said Bob Thronson, vice president, managed service solutions, Genesys. “Alcatel-Lucent and Genesys will continue delivering technology and marketing investments to help our partners achieve success.”

About Frost & Sullivan
Frost & Sullivan, a global growth consulting company founded in 1961, partners with clients to create value through innovative growth strategies. The foundation of this partnership approach is our Growth Partnership Services platform, whereby we provide industry research, marketing strategies, consulting, and training to our clients to help grow their business. A key benefit that Frost & Sullivan brings to its clients is a global perspective on a broad range of industries, markets, technologies, econometrics, and demographics. With a client list that includes Global 1000 companies, emerging companies, as well as the investment community, Frost & Sullivan has evolved into one of the premier growth consulting companies in the world.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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, optimize 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 organization, from the contact center 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, enterprises 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 organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities to be transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

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Media Contact:
David Radoff, Genesys, 650.466.1078, [email protected].

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