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Genesys sets new highs with award-winning contact centre solutions in 2005 and 2006 with record 25 global awards worldwide

  • 16 March, 2006 09:48

<p>Sydney, March 16, 2006- Genesys Telecommunications Laboratories, Inc., an Alcatel company, was recognised as a winner of multiple industry awards throughout fiscal 2005 and early 2006. Industry organisations, publications and analyst firms have recognised Genesys’ standards for providing contact centre and enterprise software solutions for companies that seek to put an end to customer frustration.</p>
<p>“At the end of every year, I review Genesys’ performance as a company – not just financially, but also in terms of how we are recognised within the industry – by those who live and breathe contact centres,” said Wes Hayden, president and CEO, Genesys. “In 2005, we are proud to see that Genesys solutions are considered to be top performers in the eyes of media, analysts, associations and customers. Genesys was developing CTI, call routing and voice over IP (VoIP) technologies before the market began demanding these technologies, and we remain committed to be at the forefront of the industry with innovation and mission-critical solutions that help provide better customer service.”</p>
<p>Media Awards</p>
<p>Part of its Genesys 7 contact centre suite, the Genesys Open IP solution received the Most Scalable, Distributed IP Contact Centre Award. The Genesys solution withstood the rigorous testing lab scenario conducted by Miercom. Results were published in the August 2005 issue of Business Communications Review. The CRM Magazine Service Leaders Award for computer telephony integration (CTI) results are in the April 2005 issue. Genesys tops the CTI list for the second year in a row. Communications Inter@ction Solutions named Genesys Enterprise Telephony Software (GETS) as a 2005 Product of the Year as an IP Contact Centre Platform.</p>
<p>Analyst Awards</p>
<p>Genesys also outperformed numerous competitors in the annual Gartner, Inc. “Magic Quadrant for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2005.” Genesys was named to the leader quadrant in North America, EMEA and APAC. Gartner evaluated vendors on completeness of vision and ability to execute, as well as vendor and product capabilities, breadth and depth, and customer feedback.</p>
<p>Analyst firm Frost and Sullivan’s 2005 Market Leadership Award was awarded to Genesys in early 2006. Award criteria included displaying outstanding market share, revenue growth rates, profitability, and market and technology innovation. Genesys has also received the Frost and Sullivan Market Leadership Award in the North American managed services space. A total of 30 solution providers were considered for the award. In addition, Genesys Asia Pacific received the number one ranking in Frost &amp; Sullivan’s Interactive Customer Relationship Management market report.</p>
<p>Genesys Recognition</p>
<p>Genesys Asia Pacific earned several awards in 2005. The International Customer Service Professionals (ICSP) presented Genesys with the Supplier of the Year award. Genesys was selected based on a range of international best practice measurements as well as overall customer satisfaction.</p>
<p>Korea Management Association Consultants, a Korean management consulting and evaluation organisation, reported their annual Service Quality Index study of more than 100 call centres in 16 different industries, and several Genesys customers earned top honours among the 13 categories, including Shindongah Fire &amp; Marine Insurance Co., Ltd. (non-life insurance), KIA Motors Corp. (automotive), SK Corp. (utilities), and SK Telecom (communications).</p>
<p>Genesys was named winner of the “Global Solutions – Best Industry Solution” award in the annual IBM PartnerWorld Beacon Awards competition, honouring IBM Business Partners for innovation, customer satisfaction and outstanding achievements in providing on demand business solutions. There were 862 nominations judged by a team of leading industry journalists, analysts and IBM executives.</p>
<p>Additional awards include the following:</p>
<p>Australian Call Centre - National Outstanding Customer Service Award
Awarded by: International Customer Service Professionals</p>
<p>ANZ Retail Call Centre - Drake International Medium Business Award
Awarded by: International Customer Service Professionals
TodayCorp Supplier of the Year - Genesys Melbourne</p>
<p>Customer Recognition</p>
<p>It has been a year of success for Genesys’ global customers, most notably:</p>
<p>- Excellence in Contact Centre Management (ICCM award) – Brad Porter, manager of management practices and governance, Royal Bank of Canada
- Excellence in Contact Centre Management (ICCM award) – ABN Amro, Netherlands
- Toll IPEC Large Business Award - ANZ Australian Contact Centre, South Melbourne
- Drake International Medium Business Award - ANZ Retail Call Centre, Melbourne
- Transurban Call Centre - SalesForce, Melbourne
- Genesys Contact Centre Leader Champions- Daryl Niemandt, ANZ Contact Centre, Melbourne and Debbie Leahy, Transurban CityLink Call Centre/SalesForce Australia
- PI Learning International Community Award - Geoffrey Court, SalesForce Australia and Sharon Maurice, ANZ Call Centre Melbourne
- ICSP Global Challenge Small Business - ANZ Contact Centre, New Zealand
- ICSP Outstanding Service Award - ANZ Australian Contact Centre, South Melbourne
- Singapore Call Centre Awards - Call Centre of the Year (Over 50 seats), StarHub Pte Ltd. (telecommunications)
- Australian Government, Private &amp; Corporate Sector - Head of Contact Centres for Australia - Vicki Shields; Victorian Finalist - Telstra Business Woman of the Year</p>

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