Genesys Telecommunications Labs Recognized for Leadership Role in the Contact Center Market
PALO ALTO, Calif. — Oct. 12, 2004 — Frost & Sullivan acknowledged the exceptional entrepreneurial ability demonstrated by Genesys Telecommunications Laboratories, Inc. (an Alcatel company) by presenting the company with the 2004 Market Leadership Award. For its keen understanding of diverse customer segments and ability to keep pace with changing end-user requirements, Genesys also received the 2004 Business Development Strategy Award for Latin America.
Genesys has proven its excellence in both the North American and Latin American computer telephony integration (CTI) and contact center markets. Competitive pricing, continued product innovation and the adoption of aggressive marketing strategies have ensured that Genesys is fully armed to capture the automatic call distributor (ACD) installed base of traditional vendors.
One of the top companies in its market, Genesys has a reputation for robust, open integration capabilities and flexible contact center software. It continues to win business deals involving adapters that enable deep integration with third-party business applications, including customer relationship management (CRM).
"Genesys has garnered a strong reputation in the contact center industry by identifying the demand for integrated solutions," says Frost & Sullivan Industry Analyst Carla Zarza. "Its focus on intelligent routing, application flexibility and easy-to-install and integrate software products has proven successful with their clients through increased customer satisfaction and a return on their technology investment."
Genesys continues to lead in product development in the area of speech self-service with the Genesys Voice Platform, a next-generation IVR that allows companies to segment and prioritize customer interactions according to business value, desired service level, or specific needs. In addition to providing advanced self-service, Genesys Voice Platform allows customers to seamlessly transition to agent assistance without having to repeat identifying information.
"Genesys' brand awareness in diverse segments of the contact center market, coupled with its vast product offerings, have been instrumental in increasing its installed base of customers," notes Frost & Sullivan Industry Analyst Carla Zarza.
Genesys has also found success with its high-impact distribution strategy. Three levels of partnerships -- global, strategic, and premier -- help maximize the company's market penetration.
"The Latin American contact center market is experiencing a significant rise in sales and revenue. With its current business strategy, Genesys is positioned to secure an important share in this growth," concludes Frost & Sullivan Industry Analyst Carla Zarza.
About Genesys Telecommunications Laboratories
Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), 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 Frost & Sullivan
Founded in 1961, Frost & Sullivan is recognized as a global leader in growth consulting. Frost & Sullivan Awards are presented to companies that demonstrate best practices in their industry, commending the diligence, commitment, and innovative business strategies required to advance in the global marketplace. Frost & Sullivan rigorously analyzes specific criteria to determine award recipients in a broad spectrum of market industries and landscapes. For further information, visit www.frost.com.
Contact:
Frost & Sullivan, Palo Alto
Stacie Jones, 210-247-2450
Stacie.jones@frost.com
