Genesys Voice Portal Selected for Its Technological Excellence and Vision
SAN FRANCISCO, January 6, 2003 - Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that Technology Marketing Corporation (TMC™)'s Customer Inter@ction Solutions® magazine named Genesys Voice Portal as a Product of the Year winner for 2002. Customer Inter@ction Solutions® has been the premier publication in the CRM, call center and teleservices industries since 1982.
"Genesys Voice Portal is a clear leader in the voice self-service customer interaction management sector. We're proud to reward their hard work and innovation with a Product of the Year Award for 2002," said Nadji Tehrani, Chairman of TMC and Founder of Customer Inter@ction Solutions®.
Based on Voice XML open-standards, Genesys Voice Portal extends automated self-service beyond the limits of traditional IVR capabilities by allowing customers to access Web-based information from any telephone. Voice Portal enables businesses to deliver cost-effective voice self-service to customers and seamlessly transition the customer to an agent-assisted transaction whenever necessary. The solution is ideal for a wide variety of self-service customer transactions such as obtaining account balances, transferring funds, requesting literature, checking flight status, ordering products and scheduling services.
"Companies are looking for a way to meet increasing customer demands for immediacy and accuracy of resolutions," says Prem Uppaluru, executive vice president, Genesys. "With Genesys Voice Portal's unique capabilities, companies can provide a high level of accessibility through advanced and personalized voice self-service, and can deliver increased customer satisfaction and revenue potential while keeping customer service and contact center applications and operational costs low. We are honored to receive this award, and we are delighted to see industry recognition of open platforms as the way to go in voice self-service."
According to Customer Inter@ction Solutions® Group Editor-in-chief, Rich Tehrani, Voice Portal was selected because it demonstrates true innovation, which is the hallmark of Product of the Year winners. "The Product of the Year award is meant not only to honor the outstanding teams who developed and manufactured the products on our winning list, but also to educate our readers on the vast array of offerings in this market. Choosing the winners was a difficult process, and the editorial team spent many hours studying the applications we received from vendors, as well as looking through materials we collected on our own over the past year."
A full list of Product of the Year winners will appear in the January issue of Customer Inter@ction Solutions® magazine.
About Genesys Telecommunications Laboratories
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), is the leading provider of open software applications designed specifically to optimize customer contact - in the contact center and across the enterprise. Genesys enables personalized cost-effective multimedia customer service that generates long-term, profitable customer relationships.
Genesys' infrastructure-independent solutions enable businesses to intelligently route customer interactions across all communications channels - phone, e-mail and Web - to the appropriate agent or company resource based on business drivers such as service levels, revenue goals, individual customer value and demographic information, agent skill sets and company-wide business processes. The Company's Gplus program offers packaged integration to leading CRM applications from Siebel, PeopleSoft and SAP.
Headquartered in Daly City, California, Genesys has served Global 2000 enterprises and telecommunications service providers worldwide for more than 12 years. Genesys maintains a global network of strategic partners, including Alcatel, IBM, PeopleSoft, SAP, Siebel Systems and Verizon. Visit www.genesyslab.com for more information.
About TMC
Since its inception in 1972, Technology Marketing Corporation (TMC®) has produced industry-leading trade magazines and events focused on technology and communications. TMC® publishes Customer Inter@ction Solutions and Internet Telephony®, and the online publications, TMCnet.com®, Planet PDA Magazine, BiometriTech™ and Alternative Power™. TMC® produces BiometriTech™ Conference, INTERNET TELEPHONY® Conference & EXPO; Planet PDA™: The Enterprise PDA Event; and The Global Call Center Outsourcing Summit™. TMCnet™.com publishes more than 25 topical online newsletters. For more information about TMC®, visit its Web site at www.tmcnet.com.
Dana Dye
Genesys Telecommunications Laboratories
Tel: 415.437.1078
danadye@genesyslab.com
