Alcatel-Lucent and its Genesys brand contact centres placed in leaders' quadrant of Magic Quadrant for Contact Centre Infrastructure, Worldwide Report
[Johannesburg, 17 March 2010] -
Alcatel-Lucent (Euronext Paris and NYSE: ALU) has announced that market research firm Gartner placed Alcatel-Lucent and its Genesys brand in the Leaders' Quadrant of its report: "Magic Quadrant for Contact Centre Infrastructure, Worldwide" published 22 February 2010 and authored by Drew Kraus, Steve Blood and Geoff Johnson.Genesys contact centre solutions and Alcatel-Lucent's contact centres were each evaluated separately in the Magic Quadrant. In the Gartner analysis each was placed in the leaders' quadrant. Alcatel-Lucent believes together they offer solutions for business of all sizes.According to the report: "Gartner defines contact centre infrastructure as the products (equipment, software and services) needed to operate call centres for basic telephony support and contact centres for multi-channel support. This type of infrastructure is used by customer and employee service and support centres, inbound and outbound telemarketing services, help-desk services, government-operated support centres, and other types of structured communication operations. The interactions can be people-assisted or automated self-service, using interactive voice response (IVR) and speech recognition technologies, for example. These channels for interaction use both live agents and messaging technology and include voice, Web, e-mail, instant messaging, chat, video and mobile devices.”
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