Genesys and Alcatel-Lucent increase worldwide market share position in contact center markets and IP in 2006
IP contact centers fuel overall market growth and change market dynamics according to new report from Gartner Dataquest
LONDON, June 6, 2007 - A recently published report from Gartner Dataquest - "Market Share: Contact Centers, Worldwide, 2006" by Drew Kraus, May 2007 - shows that Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext: Paris and NYSE: ALU), was the fastest-growing contact center vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.
Genesys increased its worldwide position with a 9.6 percent market share of total agent shipments compared with 6.6 percent in 2005, far outpacing the worldwide contact center agent market's growth in 2006. Genesys' total agent shipments grew by 55 percent from 2005 to 2006, nearly eight times the market growth rate of 7.1 percent. Genesys had the fastest growth of any contact center manufacturer worldwide in the Gartner Dataquest report, in terms of total agent shipments.
Genesys is an independent subsidiary of Alcatel-Lucent, which also collaborates within Alcatel-Lucent's Enterprise Business Group on complementary products designed for the mid-market. When Genesys results are combined with Alcatel-Lucent's Enterprise Business Group shipments, Alcatel-Lucent achieved a 40.9 percent growth in total agent shipments between 2005 and 2006, gained 3.3 percent worldwide market share, and was number two in market share with 13.8 percent.
In addition, according to the Gartner Dataquest report, Internet Protocol (IP) agent shipments worldwide grew by 67.9 percent between 2005 and 2006 to represent 38.7 percent of the worldwide contact center market. During this same period, Genesys increased its worldwide IP agent shipments by 153.9 percent.
"With 6.8 percent of the total market, Genesys grew its IP agent shipment market share faster than any major technology provider in 2006," said Wes Hayden, Genesys' president and CEO. "We are extremely proud of our progress, especially in IP and across virtually every major region," he added.
The report also states "IP agent shipments are expected to account for nearly, if not more than, half of all agent shipments in 2007." Moreover, "Primary drivers for IP contact center deployments include replacements of older infrastructure as part of the standard technology refresh cycle and a desire to leverage IP's stronger multisite and virtual contact center capabilities."
On a regional basis, Genesys held a top three market share position in terms of total contact center agent shipments in three of the four major regions in 2006: EMEA, Asia/Pacific and Latin America. Genesys also showed increased year-over-year contact center agent shipment growth in North America.
About Genesys Telecommunications Laboratories, Inc.
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 www.genesyslab.com or visit the industry blog at www.betterinteractions.com
About Alcatel-Lucent
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 transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
Media Contact:
David Radoff, Genesys, 650.466.1078, dradoff@genesyslab.com
