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

August 20, 2007 11:41 ET

Independent Research Firm Names Genesys Leader in IVR Market Share Report

VXML Rises Faster Than Predicted as Older IVR Gives Way to New Software: Genesys Emerges as Centerpiece for Creating Dynamic Contact Centers

SAN FRANCISCO, CA--(Marketwire - August 20, 2007) - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (PARIS: ALU) and (NYSE: ALU), today announced that a comprehensive report on the IVR market shows that speech-enabled VoiceXML technology utilization is rising dramatically, displacing older IVR technology and boosting market share for Genesys. The study also places Genesys as the leader in the industry.

The 2007 Telephone Self-Service Market Report by Tern Systems, a highly regarded analyst firm specialized in the IVR market, provides the most comprehensive and in-depth look at trends, growth projections and market share in the voice self-service market. The Tern report projects that the speech-enabled VoiceXML market will grow at a Compound Annual Growth Rate (CAGR) of 30.6% over the next 5 years as most new systems and replacement systems transition to VoiceXML.

"This study signifies a key tipping point for the technology as newer, next-generation software systems are finally replacing traditional IVR hardware ports as the major platform for voice self service in customer care," said Nicolas de Kouchkovsky, senior vice president of marketing, Genesys. "The study's ranking of Genesys as the overall market leader for IVR is a great success for Genesys, as well as it gives an indication of the evolution of the contact center market -- voice self service is one of four key requirements of companies moving to dynamic contact centers."

Genesys led the industry in speech-enabled ports shipped during 2006, with an 18.7% share, as well as having the largest share of the total IVR ports shipped with 9.2% of the total.

"Genesys has historically been a leading supplier of call center systems and during the last few years has been steadily strengthening its position in the speech-enabled self-service area and has now taken the market share leadership position," said Walt Tetschner, senior analyst, Tern Systems. "Genesys' strong CTI background maps extremely well into the IVR segment where one of the major caller complaints is having to repeat information, which is typically caused by CTI not being implemented properly."

For more information and to get a summary of the report contact Walt Tetschner at (978) 266-1966 or e-mail

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) and (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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