Paris, August 3, 2010 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that Genesys, its customer service software arm, based on evaluation of the Genesys interactive voice response (IVR) solution, iCFD (intelligent customer front door), received a “Strong Positive,” the highest rating possible, in Gartner’s MarketScope for IVR Systems and Enterprise Voice Portals* report¹.
“Businesses focused on providing a better customer experience are looking to leverage integrated self- and assisted-service applications to balance quality of service and costs. A large number of global customers are already reaping the benefits of this functionality,” said Mayur Anadkat, Alcatel-Lucent product marketing. “We believe Gartner’s IVR Systems and Enterprise Voice Portals rating confirms our position in the market and our commitment to providing customers with solutions that meet their dynamic customer service environments.”
In the report, Gartner recognizes that the primary driver for enterprise investment in voice response platforms is the strong business case for contact center self-service applications. These solutions enable customers to perform tasks via the telephone that would otherwise require a contact center agent at a higher cost per transaction. As a result of this functionality, enterprises can deliver a provable and often-sizable return on investment. Solutions can be applied to customers, employees and others requiring assistance.
The evolution of Genesys solutions continues to improve and is creating a new vision for self-service capabilities. iCFD with Conversation Manager, recognized in the Gartner report, meets the needs of consumers and businesses today by providing a consistent and rich customer experience across channels including voice, web, assisted or self service.
Genesys is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite manages customer conversations across multiple channels and resources – self-service, assisted-service and proactive outreach – 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 dynamically engage with their customers. For more information, go to www.genesyslab.com.
* MarketScope Disclaimer
The MarketScope is copyrighted 2010 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
[1] Gartner “MarketScope for IVR Systems and Enterprise Voice Portals” by Jay Lassman and Bern Elliot, July 2010.
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defense, energy, healthcare, transportation, 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 and optics 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 15.2 billion in 2009 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, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow us on Twitter: http://twitter.com/Alcatel_Lucent.
