SOURCE: Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company

April 30, 2008 13:55 ET

AT&T and Stream Energy Take Top Honors in Customer Service as Genesys Announces North American Customer Innovations Awards Winners

Finalists Transform Customer Service With Dynamic Contact Centers

SAN ANTONIO, TX--(Marketwire - April 30, 2008) - G-Force - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU) awarded today at G-Force customers event in San Antonio the two most innovative North American companies in customer service, as selected by a group of 25 global industry analysts. The Customer Innovations Awards program recognizes companies delivering outstanding and innovative customer service in highly dynamic environments through the use of technology.

AT&T and Stream Energy, both with Texas-based operations, are this year's winners for North America. Using technology innovatively to streamline and optimize customer service, the companies were honored for transforming their customer contact centers, increasing customer satisfaction, and improving the contact center's alignment with company business goals. In sponsoring the awards Genesys enlisted the world's top experts in customer service to judge the entrants. Companies such as Datamonitor, Forrester Research, Frost & Sullivan, IDC and Yankee Group participated. Genesys created the Genesys Customer Innovation Awards to recognize those companies that made the greatest strides toward creating next-generation "Dynamic Contact Centers."

Finalists presented their stories to panels of independent industry analysts at the Genesys Analyst Conference held in San Francisco in January 2008 and at Alcatel-Lucent Enterprise Forum held in Paris in February 2008. Presentations were judged and scored to obtain the rankings. The three overall criteria that determined the award level were innovation, optimization and improving the customer experience.

The most universal common thread among all of the innovators was their ability to link business issues to customer service, achieve optimization, and treat the contact center as a strategic opportunity. The organizations also consistently scored high in the "strategic alignment between contact center and customer service goals" category.

Eight finalists scored either a "3-Star" or "4-Star" ranking, indicating how analysts felt companies performed based on the stages of the Genesys contact center capability maturity model. Those stages are: establishment, consolidating, performing and optimizing. A 4-star ranking is the highest honor possible.

North America-based 3- and 4-star finalists include:

--  Stream Energy, a 4-star winner, is one of the largest privately held
    participants in the Texas deregulated electricity market, with roughly
    300,000 residential customers: Stream Energy was best
    noted by the judges for its strategic use of customer service, which cut
    across self-service and assisted service to create a seamless customer
    experience.  Stream also created a strategic environment to bring together
    a wide range of multimedia, live and assisted service.
--  AT&T, a 3-star winner, is a publicly traded, San Antonio-based
    telecommunications company: AT&T scored extremely well in
    optimizing the customer experience and using IP to enable virtualization.
    AT&T's use of technology not only allowed it to extend the boundaries of
    the contact center, but also created consistent business processes and was
    considered by the judges to be the most highly scaled environment.

"The goal of the Genesys Customer Innovation Awards program is to recognize the world's most dynamic contact center environments," said Paul Segre, president and CEO, Genesys. "The winners in North America have strategically leveraged contact center solutions to achieve an optimal balance of customer traffic, internal resources and business outcomes. The most universal common thread among all of the innovators is the ability to link business issues to customer service, achieve optimization and treat the contact center as a strategic opportunity."

Finalists were recognized at G-Force San Antonio today. For more information, including previous finalists, please visit:

About AT&T

AT&T Inc. (NYSE: T) is a premier communications holding company. Its subsidiaries and affiliates, AT&T operating companies, are the providers of AT&T services in the United States and around the world. Among their offerings are the world's most advanced IP-based business communications services and the nation's leading wireless, high speed Internet access and voice services. In domestic markets, AT&T is known for the directory publishing and advertising sales leadership of its Yellow Pages and YELLOWPAGES.COM organizations, and the AT&T brand is licensed to innovators in such fields as communications equipment. As part of its three-screen integration strategy, AT&T is expanding its TV entertainment offerings. Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at

About Stream Energy

Since being licensed as a Retail Electric Provider by the Public Utilities Commission in early 2005, privately held Stream Energy has grown rapidly into one of the largest participants in the Texas deregulated electricity market, with roughly 300,000 residential customers. Stream Energy's success is attributable to a full-service approach to customer relationships, supported by a customer-advantageous pricing model and the company's network marketing subsidiary, Ignite. Additional information is available on the Stream Energy website at

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% 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 or visit the industry blog at

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris: ALU) (NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

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