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

November 05, 2007 07:00 ET

Genesys Launches G-Force Customer Network and 2007 Customer Innovations Awards

Customer Innovation Awards Identifies World's Most Innovative Customer Service Organizations Worldwide

SAN FRANCISCO, CA--(Marketwire - November 5, 2007) - Genesys Telecommunications Laboratories, an Alcatel-Lucent company (PARIS: ALU) (NYSE: ALU) has launched a new customer network to support innovation, growth, and evolution among customer service organizations worldwide. Simultaneously, the company began accepting nominations for the third annual Customer Innovation Awards, a program designed to recognize the world's most innovative customer service organizations.

Judged annually by more than twenty 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 customer. Nominations for the customer innovations awards will be accepted from any organization, government agency, or educational institution until November 30, 2007. Finalist companies will be honored in 2008 at a Genesys G-Force user conference, special regional events, and via press releases or similar announcements.

G-Force Network

The Genesys G-Force Network is a global Genesys user community that links more than 4,000 customer service organizations. This network is designed to provide a venue for members to educate themselves and gain lessons from others to improve their interactions and enhance relationships.

"The G-Force Network was developed to help our customers engage with us and with one another. This program improves customer intimacy by aligning our existing customer-facing initiatives under a single 'umbrella' while delivering information, activities, events, special offers and networking opportunities," said Arnaud Kraaijvanger, vice president of marketing programs, Genesys. "As a company that promotes improved customer experiences we are committed to doing the same for our customers."

Additional details on the G-Force Network are available on the Genesys Website:

Customer Innovations Award Guidelines

Each nominee will be assessed on four key criteria to determine how closely they come to delivering excellent customer service through the innovative use of technology in highly dynamic environments. This includes:

--  Innovating in a dynamic and challenging environment
--  Optimizing service via technology and business processes
--  Improving the overall customer experience
--  Leveraging contact centers and customer service strategically

A short list of finalists will then be invited to present in-person to an independent panel of judges in San Francisco, and Paris. The independent judging panel will include analysts from firms such as IDC, Forrester, Datamonitor, Yankee Group, Opus Research, COMMFusion, McGee-Smith Analytics and Frost & Sullivan.

Previous award recipients include Ladbrokes plc, the world's leading sports betting and gaming company. Last year Ladbrokes received top rankings in efficiency, financial performance and customer satisfaction.

"The Customer Innovation Awards was a very worthwhile process. It was great meeting the analysts and sharing knowledge with the other Finalists. As a participant I was made to feel very welcome and part of a very large community," said Liam Hennessy, Head of Call Centers, Ladbrokes. "The Customer Innovation Awards were well received by our employees and our Board of Directors."

"We're noticing a marked increase in the number of organizations that treat their contact centers as strategic opportunities, linking customer service improvements to business success," said Paul Segre, president and CEO, Genesys. "We look forward to helping outstanding customer service organizations share their stories of success."

Organizations interested in submitting a nomination form should complete the short on-line form before November 30, 2007:

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 (PARIS: ALU) (NYSE: ALU) provides solutions that enable service providers, enterprises 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 adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities to be transferred to Thales]. For more information, visit Alcatel-Lucent at

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