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

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

June 22, 2009 08:00 ET

Independent Research Firm Names Genesys as a Leader in Premise-Based IVR Voice Portals Report

Genesys Voice Platform Simplifies Customer Interactions and Creates a Positive Experience so That Customers Can Receive Important Information and Complete Tasks Over the Channel of Their Choice

SAN FRANCISCO, CA--(Marketwire - June 22, 2009) - Forrester Research, an independent research company, issued a comprehensive report that evaluates premise-based IVRs and voice portals, key technologies used in customer service. This report, The Forrester Wave™: Premise-Based IVR/Voice Portals, Q2 2009, Elizabeth Herrell, June 17, 2009, named Genesys, an Alcatel-Lucent company (Euronext Paris: ALU) (NYSE: ALU), as a "Leader" and Genesys received top marks in each of the three major categories: Current Offering; Strategy; and Market Presence. Genesys also was noted for having the top score in six of eight subcategories, including:

--  Platform and Architecture
--  Supported Functions
--  Standards Supported
--  Platform Management
--  Product Services
--  Installed Base

Among the Leaders in this Forrester Wave report, Genesys is a company that is completely focused on a 100% software-based, open-standards platform and has never required customers to also purchase proprietary hardware along with its solutions.

Forrester evaluated eight premise-based and hosted solutions to determine the market leaders in delivering innovative solutions on a reliable software IVR/VP. Each company was measured based on 52 evaluation criteria. To be considered for inclusion, vendors needed to have experience delivering enterprise IVR and speech platforms; support for VXML 2.0 and higher speech applications; have solutions available at the time of publishing; and directly offer or have established partnerships for application development.

In noting the importance of voice portal technology, Elizabeth Herrell, the lead analyst for the report, advised, "Customers communicate with your company over multiple channels, and you need to deliver quality support for every customer touch. Interactive voice response (IVR) technology has been a mainstay for routing incoming calls to the right destination for years, with primarily dual-tone multi-frequency (DTMF) or touchtone prompts. With changes in customer behaviors and technology improvements, IVR has become a voice portal (VP) to support a voice interface to simplify customer interactions and create a positive experience so that customers can receive important information or complete tasks over the channel of their choice."

In evaluating Genesys, Forrester wrote, "Version 8.0 of GVP is the result of the merging of Genesys GVP 7.X with the VoiceGenie platform; Genesys has added a new layer of contextual information into every interaction for more intelligent handling of the transaction. Genesys' platform leads in features and functionality, and the company has put into production what other companies are still planning on their road maps. Genesys offers extensive use of Web 2.0 applications and is a leader in the delivery of multimodal support -- Web, video, text/SMS, and email -- to customers. Its open and highly scalable platform supports all ACD platforms and supports self-service activities across any media."

For information on obtaining a copy of The Forrester Wave™: Premise-Based IVR/Voice Portals, Q2 2009, please contact Forrester Research 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

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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