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

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

November 18, 2009 11:00 ET

Genesys Issues 'Call for Entries' for Annual Customer Innovation Awards

Genesys Issues 'Call for Entries' to Identify the World's Most Innovative Customer Service Organizations

SAN FRANCISCO, CA--(Marketwire - November 18, 2009) - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU), is now accepting nominations for the fifth annual Customer Innovation Awards, a program designed to recognize the world's most innovative customer service organizations. Judged annually by more than 20 top industry analysts who closely follow the customer service industry, the Genesys Customer Innovation Awards are one of the most significant global assessments of state-of-the-art advancements among organizations providing rich customer interactions and taking an integrated approach to service customers.

Nominations for the Customer Innovation Awards will be accepted from any organization, government agency, or educational institution until Dec. 9.

"Customer service continues to be a top priority for companies. The Genesys Customer Innovation Awards has become an excellent showcase of organizations that treat their contact centers as strategic opportunities, linking customer service improvements to overall business success. Customers, partners and employees alike look forward to the customer service-related lessons learned when these innovative companies are showcased at our annual G-Force events," said Nicolas DeKouchkovsky, president, Genesys. "Differentiating on service is how enterprises can retain customers in today's challenging business climate."

Customer Innovation Awards 'Call for Entries'

Each nominee is required to email a short application to Entries must be received by Dec. 9.

Starting Dec. 10 and until the end of the month, Genesys will review each application to determine how closely each nominated organization has come to delivering excellent customer service through the innovative use of technology. A short list of candidates will be contacted to discuss the next steps in the judging process.

A group of eight finalists will be invited to present their customer innovation stories in-person to an independent panel of judges in San Francisco and Europe. These events will take place during the first quarter of 2010. The independent judging panels will include analysts from firms such as Ovum, Forrester, Yankee Group, Opus Research, COMMFusion, McGee-Smith Analytics and Frost & Sullivan.

All finalist companies will be honored in 2010 at a Genesys G-Force user conference, special regional events, and via press releases or similar announcements.

How to Apply

To nominate an organization for the 2010 Genesys Customer Innovation Awards, simply submit a 250-500 word summary outlining how excellent customer service is being delivered through the innovative use of technology in highly dynamic environments, and answer these three questions:

1.   How has the organization improved the overall customer experience?
2.   How has the organization used technology innovatively to streamline
     and optimize customer service?
3.   How has the organization used technology to leverage contact centers
     and customer service more strategically?

All nominations should be sent to:

About Genesys Telecommunications Laboratories, Inc.

Genesys is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right 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. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, go to

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris: ALU) (NYSE: ALU) is the trusted partner of service providers, enterprises 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 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 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:

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