Alcatel-Lucent (Euronext Paris and NYSE: ALU) announced today 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.”
“We believe this report reflects the increasingly strategic role of contact centre technology in bringing together all customer conversations,” said Nicolas de Kouchkovsky, Chief Marketing Officer for Enterprise Applications for Alcatel-Lucent. “Our open approach and vision for extending customer care beyond the contact centre and across multiple devices are key elements of our strategy for establishing Dynamic Customer Engagement.”
According to this Gartner report, vendors in the leaders quadrant are characterised as "high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk."
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The Magic Quadrant
The Magic Quadrant is copyrighted February 2010 by Gartner and is re-used with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “leaders'” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner's "Magic Quadrant for Contact Centre Infrastructure, Worldwide" report is available compliments of Genesys at the following link: http://www.genesyslab.com/system/files/Genesys_Gartner_report_2010.pdf
Alcatel-Lucent's Genesys brand
Genesys is the leading provider of software that manages customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources - self-service, assisted-service and proactive outreach - fulfilling customer requests, optimising customer care goals while efficiently using 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 leverage their entire organisation, from the contact centre to the back office, while dynamically engaging their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation. For more information, go to http://www.genesyslab.com.
* Source: Gartner, “Magic Quadrant for Contact Center Infrastructure Worldwide,” D. Kraus, S. Blood, G. Johnson, February 22, 2010
Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defence, energy, healthcare, transportation, 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 organisation in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenue of Euro 15.2 billion in 2009 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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