Genesys Honored as Top Vendor for Computer Telephony Integration by CRM Magazine

SAN FRANCISCO, - Genesys Telecommunications Laboratories, Inc. a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), announced today that CRM Magazine named Genesys to the prestigious "Service Leaders Award," a new award presented by CRM Magazine to recognize the top vendors in several categories. Based on weighted criteria including market share, customer wins, and reputation for customer satisfaction, Genesys was selected as the number one vendor for computer telephony integration (CTI) software, the fundamental technology required for successful customer service strategies.

On every call into a service center, CTI uses the telephone number or other identifying information to retrieve customer records from a database and immediately identify callers, determine the priority level, and process the call accordingly - either through self-service or an agent-assisted transaction. Customer details delivered on the screen with each call not only allow agents to provide faster, more personalized customer support, but also enable them to more effectively cross-sell and up-sell to customers.

With the increasing adoption of IP telephony CTI becomes even more beneficial, effectively linking applications and infrastructure so companies gain the advantage of improved service and operations beyond simply transporting voice over IP. CTI enables companies to seamlessly migrate from traditional telephony systems to IP telephony solutions, while protecting integration investments and enabling new and advanced applications on IP telephony platforms.

"We're excited that CRM Magazine named Genesys as the number one vendor in CTI," said Laurent Philonenko, president and CEO, Genesys. "As the pioneer of computer telephony integration, Genesys has helped thousands of companies to raise their level of customer service while delivering cost savings, and CRM Magazine has validated our mission. We have maintained dominant market penetration in the CTI market and look forward to continued leadership in 2004."

"CRM Magazine recognizes that service is integral to CRM success, and our inaugural Service Awards has honored Genesys as the number one vendor in CTI because they continue to lead the service industry," said CRM Magazine editor-in-chief Ginger Conlon. "Genesys has demonstrated themselves as the market leader in CTI throughout the year, and their strategy is to serve customers in a way that will help them continue to lead the market."

About Genesys Telecommunications Laboratories

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations 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.

About CRM Magazine
CRM Magazine is a publication of CRM Media LLC, a division of Information Today Inc. (ITI). ITI is a leading publisher and conference organizer in the information and knowledge management industries. The company is widely known as the publisher of premier information and knowledge management titles, including Information Today, Computers in Libraries, ONLINE, MultiMedia & Internet@Schools, CRM, Searcher, KMWorld, and EContent. In addition to periodicals, ITI publishes books and directories pertaining to the information and knowledge management industries. ITI is also the sponsor and organizer of many industry conferences, including WebSearch University, KMWorld & Intranets, Internet Librarian, Computers in Libraries, Enterprise Search Summit, Streaming Media, and Buying & Selling eContent.

Media Contact:

Dana Dye, Genesys, 415.437.1078, danadye@genesyslab.com