Alcatel-Lucent (Euronext Paris and NYSE: ALU) has announced that its Genesys customer service solution has been placed in the leaders' quadrant of the recently published Gartner “Magic Quadrant for Web Customer Service,”^1 authored by Johan Jacobs.
The report evaluates the maturing market for Web-based customer service offering, which includes serving multi-channel customer service strategies.
Customers increasingly rely upon the Web, mobile and growing social media channels. The Genesys eServices suite offers an expanded solution for customer service and sales. These products, built upon the Genesys G8 platform, enable cross-channel conversations and deliver a consistent experience as customers transition across voice and non-voice channels.
“Businesses today are aware that engaging with customers across multiple channels is key to growth and exceeding expectations. The Genesys solution embraces and integrates the variety of ways customers communicate, delivering the ability for enterprises to drive cross-channel conversations with their customers,” said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent.
According to the Gartner report: “Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of WCS on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organisation's competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich WCS suites that can be deployed and supported globally, and have at least five of the seven WCS framework components supported as an OEM solution.”
Gartner's “Magic Quadrant for Web Customer Service” report is available compliments of Genesys at the following link: http://www.genesyslab.com/news/analysts-coverage.
More information about Alcatel-Lucent Genesys eServices solution is available online.
Gartner “Magic Quadrant for Web Customer Service” by J Jacobs. September 10, 2010.
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