Paris, September 22, 2010 — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that its Genesys customer service solution has been placed in the leaders quadrant of the recently published Gartner “Magic Quadrant for Web Customer Service,”¹ authored by Johan Jacobs. The report evaluates the maturing market for Web-based customer service offering which includes serving multichannel customer service strategies.
Customers increasingly rely upon the Web, mobile and growing social media channels. The Genesys eServices suite offers an expanded solution for customer service and sales. These products, built upon the Genesys G8 platform, enable cross channel conversations and deliver a consistent experience as customers transition across voice and non-voice channels.
“Businesses today are aware that engaging with customers across multiple channels is key to growth and exceeding expectations. The Genesys solution embraces and integrates the variety of ways customers communicate, delivering the ability for enterprises to drive cross-channel conversations with their customers,” said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent.
According to the Gartner report, “leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of WCS on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organization’s competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich WCS suites that can be deployed and supported globally, and have at least five of the seven WCS framework components supported as an OEM solution.”
Gartner’s “Magic Quadrant for Web Customer Service” report is available compliments of Genesys at the following link: http://www.genesyslab.com/news/analysts-coverage
More information about Alcatel-Lucent Genesys eServices solution is available online.
[1] Gartner “Magic Quadrant for Web Customer Service” by J. Jacobs. September 10, 2010.
About the Magic Quadrant
The Magic Quadrant is copyrighted September 10, 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation 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 Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Alcatel-Lucent Genesys
Genesys software solutions from Alcatel-Lucent manage customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources – self-service, assisted-service and proactive outreach – fulfilling customer requests and optimizing customer care goals while efficiently using 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 leverage their entire organization, from the contact center to the back office, while dynamically engaging their customers. For more information, go to www.genesyslab.com.
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.
