<p>FYI – We thought you may be interested to know that Gartner has named Genesys in its leader quadrant for IVR and Enterprise Voice Portal in the research group’s latest Magic Quadrant report.</p>
<p>For further information please contact Susan Moore or Jessica Sealby at Howorth Communications on +61 2 9904 4533 or firstname.lastname@example.org</p>
<p>Alcatel’s Genesys Listed in the Leader Quadrant in Analyst Firm’s</p>
<p>2004 IVR and Enterprise Voice Portal Report</p>
<p>SAN FRANCISCO, April 12, 2004 –- Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that market research firm Gartner, Inc. has named Genesys in the Leader quadrant in its April, 2004 report titled “IVR and Enterprise Voice Portal Magic Quadrant 2004.” The Magic Quadrant evaluates vendors on completeness of vision and ability to execute, and uses selection criteria based on vendor and product capabilities, breadth and depth.</p>
<p>"We believe being listed in the Leader quadrant for speech self-service technology is further evidence of our market momentum, expertise and company strength," said James Brooks, Vice President - South East Asia, Pacific and India, Genesys Laboratories. "Our placement in the leader quadrant again confirms that we continue to develop innovative software solutions that deliver customer service capabilities not available with traditional call centre hardware offerings.”</p>
<p>Key capabilities of the Genesys Voice Platform include:</p>
<p>Pure software solution – VoiceXML and open standards software enables companies to make Web-based information available to customers over any telephone.
Complete speech processing capabilities – provides speech-processing capabilities through a VoiceXML browser, SIP interface, speech and text-to-speech integrations.
Advanced call control functionality – empowers companies to manage the set-up, monitoring and transfer or tear-down of calls using Web standards instead of proprietary technologies, thereby enabling enterprises to more freely integrate across disparate applications and infrastructure.
Seamless Genesys suite integration – seamless self- and assisted service integration leveraging the full suite of Genesys call centre solutions, so companies can easily extend their customer service capabilities from automated to agent-supported transactions.
Unparalleled application support – platform supports the broadest range of applications, both custom-designed and packaged third-party solutions, so companies gain faster time-to-benefit and reduced IT costs.
Flexibility of deployment – deployable in front of or behind a PBX; over IP or traditional TDM lines; and on-premise or as a managed service by telecommunications companies and service providers.</p>
<p>Additionally, Genesys has a robust ecosystem of application developers using Voice Platform to build speech self-service applications for improved customer service, as well as to meet the specific needs of vertical markets.</p>
<p>The Magic Quadrant is copyrighted March 30, 2004 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.</p>
<p>Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centres. Genesys recognises that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organisations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.</p>