Genesys Solutions, Customers Recognized in 2006
SAN FRANCISCO, February 22, 2007 – Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was recognized and honored as the recipient of numerous industry awards by technology organizations, publications and analyst firms in 2006.
The awards recognized Genesys and its contact center and enterprise software solutions as leaders in the customer interaction space, noting Genesys’ leadership in helping companies integrate technology and transform business processes to dynamically optimize the allocation of customer service resources in real-time. Orchestration of call flow traffic, customer data and analytical outcome is key to transforming how businesses interact with customers and optimize business processes.
Wes Hayden, Genesys president and CEO, stated, “In 2006, Genesys was recognized for paving the way to a new stage in the evolution of contact centers. Customer reliance on contact centers as a central point of contact is increasing, and Genesys continues to engage with customers and preach the arrival of the dynamic contact center – one that changes shape in real-time, responding to changing traffic conditions, fully using all available resources and extracting value from every single customer interaction. Technology will propel us there, but this also requires a shift in how contact center elements currently operate.”
This past year, IBM awarded Genesys its IBM PartnerWorld Beacon Award, Global Solutions, in its Best Industry Solution Category. Judges were impressed with how Genesys’ IBM contact center solutions for the banking industry improve a bank’s ability to communicate with customers and spur business, lower the cost of customer interaction, and establishes an open, adaptable, cost-effective infrastructure for the future.
Additionally, Genesys Australia and New Zealand was named “Supplier of the Year” by the International Customer Service Professionals (ICSP) for the second consecutive year. Genesys was judged on leadership and service culture, measurement of performance and service standards, training and rewarding service champions, continuous service improvement; service resolution and responsiveness, and benchmarking service standards.
The CRM Magazine Service Leaders Award results are in and for the third straight year, Genesys was selected as the computer telephony integration (CTI) winner in the April 2006 issue. This year, the company also caught the judges’ attention in the interactive voice response category; winning it handily.
Industry publication TMCnet named Genesys Enterprise Telephony Software (GETS) as one of the 2005 Communications Solutions Products of the Year. The software was recognized as an advanced collaboration solution that powers instant communication for improved communication within the enterprise.
Genesys was also recently bestowed with a 2006 Product of the Year Award from Customer Interaction Solutions Magazine. The results are published in the January/February 2007 issue of the publication; the Genesys 7.2 suite was recognized as a comprehensive contact center software suite for dynamic customer care.
• Gartner named Genesys to the Leader quadrant in its February, 2006 report titled, “Magic Quadrant for Contact Center Infrastructure, North America, 2006”
• Gartner named Genesys to the Leader quadrant in its March, 2006 report titled, “Magic Quadrant for Contact Center Infrastructure, EMEA, 2006”
• Gartner named Genesys to the Leader quadrant in its March, 2006 report titled, “Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2006”
• Gartner named Genesys to the Leader quadrant in its December 2006 report titled, “Magic Quadrant for IVR and Enterprise Voice Portals 2006”
• Genesys named a ‘Leader’ in Forrester Research’s comprehensive evaluation of the top premise-based speech self-service platforms (The Forrester Wave™: Speech Self-Service Platforms, Q3 2006, Forrester Research, Inc., August 31, 2006)
• Genesys named a ‘Strong Performer’ in a comprehensive evaluation of the top eService Suites (The Forrester Wave™: eService Suites, Q2 2006)
• Datamonitor named Genesys a key driver of open standards and next-generation self-service software in a white paper titled, “An Introductory Guide to Speech Recognition Solutions”
• Frost & Sullivan recognized Genesys for Managed Service Market Leadership in Asia Pacific, North America and EMEA
It has been a year of success for Genesys’ global customers as well, most notably eircom, Ireland’s leading communications company and a Genesys customer for three years, who won the prestigious title of “Best Contact Center in the World.” eircom was initially recognized as the Best Contact Center in EMEA in October 2006 and advanced to win the industry’s most prestigious award – best in world. In addition, CartaSi and Genesys France have been awarded the “Prix du Jury Innovation” at Vocal Expo, held in June, for the deployment of a Virtual Multimedia Agent based on the Genesys Voice Platform technology. CartaSi was also the recipient of the first annual Genesys Customer Innovation Award for its dynamic contact center capabilities.
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 www.genesyslab.com or visit the industry blog at www.betterinteractions.com
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: http://www.alcatel-lucent.com
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David Radoff, Genesys, 650.466.1078, [email protected]