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

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

September 16, 2009 12:00 ET

Genesys Placed in Visionaries Quadrant of New Report on E-Services Suites

SAN FRANCISCO, CA--(Marketwire - September 16, 2009) - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU), announced today that market research firm Gartner, Inc. placed Genesys in the Visionaries quadrant of its report, "Magic Quadrant for E-Services Suites," published on Sept. 11, 2009 and authored by Johan Jacobs and Michael Maoz.

According to this report, "The current economy has resulted in an accelerated focus on self-service initiatives, and Gartner is seeing an increase in vendor deals being closed. Virtual assistants and SMS/multimodal communication are not yet in mainstream adoption, but are appearing on a large number of organizational road maps. In essence, there is a drive toward making e-service offerings part of a larger, integrated CIH, where the contact center and the e-service channels integrate and are no longer stand-alone products."

"Genesys has a strong vision for future multichannel customer service that tears down the walls of e-services to deliver a differentiated, branded customer experience across all channels," said Nicolas De Kouchkovsky, president, Genesys Telecommunications Labs. "Our Dynamic Customer Engagement vision extends contact center capabilities into integrated customer conversations across the phone, Web, in-person and mobile channels that leverages all the resources of an organization, including contact centers, branches, back office and experts."

According to this Gartner report, vendors in the Visionary quadrant are characterized as being "... ahead of potential competitors in delivering innovative products and/or delivery models. They anticipate emerging/changing customer service needs and move into the new market space. They have a strong potential to influence the direction of the e-service market, but they struggle to meet the needs of all organizations because of geographic limitations, company size constraints or specific product omissions. Typically, their products and market presence are not yet complete or established enough to challenge the leading vendors."

About The Magic Quadrant

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.'s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.

About Genesys Telecommunications Laboratories, Inc.

Genesys, part of Alcatel-Lucent's Applications Software Group, 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.

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: http://www.alcatel-lucent.com

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