Genesys launches new Strategic Solutions Team to help companies optimise limited budgets

CAMBERLEY, April 27, 2009 - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), has formed a new Strategic Solutions Team, made up of industry-leading business consultants, solution specialists and system architects. The team will bring innovative business solutions and strategies to organisations in a range of markets, enabling them to optimise existing systems and improve customer loyalty, which has been shown by Bain and Co's Net Promoter Scoring (NPS) to boost turnover and profitability.

With constricted budgets a reality for customer service organisations, the Genesys Strategic Solutions Team will help organisations leverage their existing systems to improve customer service. It will also develop bespoke solutions that truly differentiate themselves by combining elements of the Genesys 'Dynamic Customer Engagement' solutions model with applications and hardware from a wide range of partners. One such solution is the Genesys intelligent Customer Front Door (iCFD), which makes use of the Genesys Voice Portal in combination with speech recognition, visual IVRs and biometrics, as well as its own proven routing engine to create a highly personalised and efficient customer experience.

"Today, more than ever, companies will decide to work with suppliers who truly understand their needs," commented Bruce Eidsvik, Genesys vice president for EMEA. "We need to think beyond what our customers are doing now and help them with their next move by providing innovative, thought provoking customer service solutions backed up by rock solid business cases. The new Strategic Solutions Team brings together consultancy, systems expertise and architecture design experience to fully understand an organisation's goals and then helps them design an effective, realistic roadmap.

"Many businesses will find the best, fastest and most assured use of limited corporate funds to generate strong returns and high customer satisfaction will be an investment in the kind of enterprise-wide solutions that the Strategic Solutions Team specialises in," Bruce Eidsvik continued. "Genesys consultants have proven success with a number of clients across EMEA."

Michelle Kearney, Bank of Ireland, recently went through a detailed consultancy engagement to strengthen her company's Mission Control Team: "Genesys consultants spend a lot of time assessing day to day business activities to get a detailed understanding of how a business operates. This enabled them to gain a detailed understanding of the dynamics and relationships of the Bank of Ireland and then very quickly suggest the best measures to implement effective change."

Gerry Cools, Sales, Strategy and Development Manager at Belgacom is extremely pleased with the support he gets from Genesys: "The Strategic Solutions Team is very proactive and there is a constant exchange of information. My Genesys consultants provide new ideas and help us evaluate solutions without any sales pressure. It really is more like a partnership than a typical buyer-seller relationship.

About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent 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.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:
http://www.alcatel-lucent.com

CONTACT:
Duncan Burford, UK PR for Genesys
Tel: +44 (0)1780 721 433
e-mail: dburford@iba-europe.com