New Genesys Research: U.K. Contact Centers Do Not Measure Performance in a way Board-Level Executives Need


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WOKINGHAM, November 26, 2008 — Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), released new UK research today that highlights a disconnect between the metrics monitored in the contact centre and the information required by the business at large. While 75 per cent of businesses make key decisions based on customer lifecycles, only 22 per cent of contact centres deliver any information in this area. Similarly, 77 per cent of businesses see the contact centre as revenue-generating, but only 22 per cent of contact centres actually measure revenue per call. If contact centres can close this gap then they will be able to play a significant role in defining overall business strategy.

Genesys research shows that there are still some steps that contact centre managers must take if they are to be truly recognised as business-critical. Many contact centres demonstrate their efficiency through first call resolution percentages, as well as their effectiveness through customer satisfaction figures. Both of these metrics are important to effectively run the contact centre, and will help it contribute to the bottom line effectiveness of the business. But contact centre managers must now move beyond these metrics to understand the metrics required by the business in order to make their department essential in the strategic direction of the organisations.

“Over the last few years contact centres throughout the UK have made significant strides in becoming a more recognised element of the business,” commented Keith Pearce, EMEA Marketing Director for Genesys. “The customer service element of the contact centre has always been valuable for a business, but only recently have its revenue generating and bottom line enhancing benefits become truly recognised. Now, if contact centres can plug into strategic business decisions by delivering key information, they will become even more indispensible to the enterprise.”

Genesys has pioneered many unique approaches to contact centre strategy, including the Dynamic Contact Centre, Business Process Routing and the intelligent Customer Front Door (iCFD™). These approaches all help to enhance customer loyalty, reduce the burden on resources and boost the bottom line benefits of the contact centre.

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) 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 organisations 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 transferred to Thales]. 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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