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

August 30, 2007 11:08 ET

Genesys Placed in Leaders Quadrant of Leading Analyst Firm's 2007 Contact Center Infrastructure Report for North America

SAN FRANCISCO, CA--(Marketwire - August 30, 2007) - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (PARIS: ALU) (NYSE: ALU), announced today that market research firm Gartner, Inc. placed Genesys in the leaders quadrant of its report, "Magic Quadrant for Contact Center Infrastructure, 2007" published August 16, 2007, and authored by Drew Kraus and Bern Elliot.

According to Gartner, "Many enterprises are currently migrating, or planning to migrate, their telephony infrastructure away from traditional circuit-switched technology to newer Internet Protocol (IP)-based systems."

"I believe the Leader's Quadrant in this 2007 report clearly shows the evolution of the contact center. Customers want the ability to dynamically optimize day-to-day contact center operations through the real time identification of resource-demand irregularities and instantly adjust agent tasks," said Wes Hayden, President & Chief Executive Officer, Genesys Telecommunications Labs. "Genesys' open approach and vision for extending customer care beyond the contact center are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centers."

Genesys supports customers -- including customers with sophisticated contact centers or those who may be considering replacing their incumbent telephony infrastructure vendor and want to migrate across telephony environments -- with a broad suite of highly scalable, contact center open software applications and capabilities, including consolidation and virtualization of resources; proactive contact; management reporting and analytics; branch, remote and expert integration; business process routing; Internet and multimedia integration; real-time recommendations; workforce management and optimization; and integrated self-service.

According to the Gartner report, vendors in the leaders quadrant are characterized as, "High-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision for how contact center needs will evolve and a proven track record for delivering contact center products. They are well positioned with their current product portfolio and are likely to continue to deliver leading products. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk."

A recently published report from Gartner Dataquest -- "Market Share: Contact Centers, Worldwide, 2006" by Drew Kraus, May 2007 -- shows that Genesys was the fastest-growing contact center vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.

A copy of Gartner's "Magic Quadrant for Contact Center Infrastructure, North America, 2007," report is available on the Genesys Web site at the following link:

About The Magic Quadrant

The Magic Quadrant is copyrighted August 2007 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, 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 transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet:

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