Verizon Business Awarded Genesys Gold Suite Certified Partner Status in US and Canada
San Antonio, April 30, 2008 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), today announced that Verizon Business has become the first managed service provider and carrier to achieve Gold Certification in the US and Canada.
The Gold Certification initiative is the foundation of the Genesys Partner Program to meet the needs of its growing customer community by enhancing Genesys skills available through partners. The program provides a framework for partners to manage Genesys competency and quality, and be recognized for technical expertise and superior customer service.
“Verizon Business continues to be a global leader in contact center services, helping companies to improve their customer service,” said Karl Holzthum, senior vice president, Global Channels at Genesys. “We are certifying Verizon Business for their continued commitment to quality service delivery and customer satisfaction that is our shared gold standard.”
Hosted Intelligent Contact Routing (HICR), one example of the collaboration between the two companies, is a fully managed and hosted Genesys service that is powered by Verizon Business' robust and extensive network. HICR offers intelligent contact-by-contact network routing, real-time control of dynamic contact centers, a redundant and highly available architecture and 24 x 7 customer support. Genesys has recognized Verizon Business three times as its Americas Partner of the Year for the company’s leadership in providing premises and network-based Genesys software and managed services to customers.
“Hosted ICR is helping commercial and government enterprises achieve greater customer service with improved agent productivity,” said Michael Marcellin, vice president of global product marketing for Verizon Business. “Customers that purchase Genesys solutions from Verizon Business, whether network-based, premise-based or a combination of both, can feel confident that trained and experienced professionals are well-equipped to handle their specific requirements.”
To qualify for Gold Certification status, a partner must meet the following criteria:
- A proven history of customer implementations within the past two years
- High customer satisfaction – customers are surveyed
- A full lab system in place for all Genesys products certified and supported
- Extensive employee training for all Genesys products certified and supported
- Professional services methodologies and best practices in place and adhered to
- Technical support infrastructure, personnel and practices in place
Gold Certified Partners gain recognition for their expertise and commitment by qualifying for use of the Genesys-approved logo, receiving exposure and branding through the Genesys Partner directory. Gold Certified Partners also receive marketing benefits, technical tools and enablement services provided only to Gold partners. Additional details on Genesys Certified Partner Program are available online at: http://www.genesyslab.com/partners.
About Verizon Business
Verizon Business, a unit of Verizon Communications (NYSE: VZ), is a global IP leader and network-based partner for delivering integrated communications and information technology (IT) solutions to large-business and government customers worldwide. Combining unsurpassed reach with managed services, security, mobility, collaboration and professional services capabilities, Verizon Business delivers global solutions that power innovation and enable its customers to do business better. For more information, visit www.verizonbusiness.com.
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 fulfil 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 to be 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
Lisa Fels, Verizon Business, 703.886.6042, lisa.fels@verizon.com
