Home Page ContentPress Releases Alcatel-Lucent drives customer service in the cloud with over 1000 hosted contact center solution customers

Alcatel-Lucent drives customer service in the cloud with over 1000 hosted contact center solution customers

by david.nunes

Alcatel-Lucent drives customer service in the cloud with over 1000 hosted contact center solution customers

Genesys hosted solutions, based on open standards, offer service providers and their customers a secure, scalable, cost-effective environment

Paris, May 10, 2011 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that its suite of hosted contact center solutions passed a significant milestone, reaching more than 1000 customers worldwide who have deployed Genesys applications in hosted or software as a service (SaaS) environments. Enterprise customers are driving a growing popularity in hosted or SaaS models for customer service, benefiting from reduced deployment risks and greater flexibility for ensuring service level objectives are met.

Alcatel-Lucent’s Genesys suite of contact center solutions, available globally, can be deployed as a fully hosted or SaaS solution via a network of service provider partners. Service providers who offer Genesys hosted solutions to their customers benefit from a modular, scalable framework and open platform that allows them to customize and deliver value added services via a secure multi-tenant architecture. Today, more than 20 partners deliver Genesys solutions in cloud-based models, including: AT&T, Deutsche Telecom, Echopass, Century Link, Teleperformance, Telstra, West Interactive, Working Solutions, and Verizon.

Enterprises benefit from a hosted solution by minimizing or even eliminating capital expenditures by paying only for what is needed on a per port, per seat or per minute usage basis to suit their specific needs. Since enterprises pay only for actual use, they no longer have to purchase extra capacity to meet peak periods, eliminating the cost associated with in-house solutions where resources may sit idle in slower periods.

“The hosted and SaaS market is seeing a tremendous amount of growth. Hosted provides a way to extend the enterprise and enable employees outside the contact center to play a role in customer service,” says Ian Jacobs, Senior Analyst, Customer Interaction with Ovum. “Hitting such a milestone is a clear indication of the value to enterprises and more importantly to their customers, of a well integrated on-demand solution.”

By using hosted services, businesses have rapid and affordable access to new technologies as soon as they become available. Current customer investments are protected since the platform can be integrated with existing environments and third-party applications because Genesys hosted solutions are based on open standards.

“We’re thrilled that our Genesys suite has gone beyond the 1000th hosted customer milestone and our hosted service provider partners continue to add to that number every day as their customers realize the financial and operational benefits this model offers them,” said Eric Tamblyn, Vice President Product Marketing, Alcatel-Lucent Enterprise. “With such a large acceptance of our SaaS and hosted approach, we now are able to address a wide range of vertical markets and customer service needs.”

About Alcatel-Lucent (Euronext Paris and NYSE: ALU)

The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world’s foremost centres of research and innovation in communications technology.

With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach.

The Company achieved revenues of Euro 16 billion in 2010 and is incorporated in France and headquartered in Paris.

For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.

Contact the Alcatel-Lucent Press Office: press@alcatel-lucent.com

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