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Genesys Honoured with Market Leadership Award for Hosted Contact Centre Solutions in Asia-Pacific Region

  • 20 February, 2007 10:35

<p>Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was awarded the 2006 Frost &amp; Sullivan Market Leadership Award for Hosted Contact Centre Solutions in Asia Pacific.</p>
<p>This award clearly distinguishes the company as the leader in the hosted and managed services contact centre solutions market in the Asia Pacific region.</p>
<p>"Genesys is a pioneer in establishing the hosted contact centre model in Asia Pacific,” said Audrey William, senior industry manager at Frost &amp; Sullivan. “With its first deployments dating back to 2002, Genesys has successfully positioned and marketed hosted contact centre offerings together with telecom service providers. The ability to work jointly with service providers by way of joint marketing, consultation, feedback and training to achieve the desired output has been its unique strength in the region.”</p>
<p>Genesys is the recognised market leader in Asia Pacific with over 35 percent market share (2005) in routing and CTI applications. This strong market penetration is driving the adoption of Genesys applications in the hosted model across the region. Genesys received this award based on criteria that included market share within the Asia-Pacific region, revenue, growth rates, profitability, and market and technology innovation for base year 2005.</p>
<p>Key features of Genesys managed services and hosted solutions include:</p>
<p>- Choice of deployment in either a dedicated or multi-tenant environment</p>
<p>- Complete provisioning and management capabilities for the service provider</p>
<p>- Ability to leverage Genesys premises integration capabilities with third-party switches and CRM systems</p>
<p>- Support for TDM, IP and hybrid voice systems without requiring a forklift upgrade to IP</p>
<p>“The Genesys managed services offering stands out due to its state of the art technology and scaleable open systems architecture. We expect Genesys to continue building on its successes within the service provider community in the Asia-Pacific region in the months to come," stated William.</p>
<p>Genesys adds value to its managed service provider relationships in Asia-Pacific through consulting, joint marketing programs, sales training and sharing of best practices. Genesys has partnerships with leading service providers across the region that offer Genesys applications on a hosted basis to their customers. Key hosted contact centre alliances include Telstra in Australia; Telstra Clear in New Zealand; LG Dacom in South Korea; Global Speech Networks (AAPT) in Australia; as well as NTT East in Japan; and Reliance in India.</p>
<p>“Hosted and managed services are delivering unprecedented business value to enterprises of all sizes, offering more flexibility in deployment and pricing models combined with access to the latest technology and management features,” said James Brooks, senior vice president, APAC, Genesys. “A key reason for our success within the hosted contact centre market in Asia Pacific is the broad support we provide to our service providers partners, ensuring they have all the tools and expertise needed to deliver these advanced contact centre services.”</p>
<p>About Frost &amp; Sullivan</p>
<p>Frost &amp; Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost &amp; Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit</p>
<p>About Genesys Telecommunications Laboratories, Inc.</p>
<p>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</p>
<p>About Alcatel-Lucent</p>
<p>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:</p>

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