Bytes Communication Systems, local premier partner of Alcatel-Lucent, is proud to announce that Alcatel-Lucent has been placed in Gartner's leaders quadrant for Contact Centre Infrastructure.
The recent report published by Gartner is titled: *Magic Quadrant for Contact Centre Infrastructure, Worldwide, and was authored by Drew Kraus, Steve Blood and Geoff Johnson. It places Alcatel-Lucent firmly at the top in the wake of significant competition in the market. The report evaluates contact centre infrastructure vendors from a global perspective, consolidating regional Magic Quadrants from North America, Europe, the Middle East and Africa (EMEA), and Asia/Pacific into a single worldwide document.
“Bytes Communication Systems is dedicated to delivering superior customer products and services. As the local Premier Alcatel-Lucent partner we are delighted with the findings of this report, as it stands by the impetus we place on the quality of the products we support,” says George Isaacson, Managing Director of Bytes Communication Systems.
“Our lasting relationship with Alcatel-Lucent has allowed us to benefit from its standard of excellence, driving our success in servicing more than 70 installed contact centres, including customers such as Independent News, Thompsons, Autopage, Netstar, DHL and Edgars to name but a few.”
In the report, *Gartner defines contact centre infrastructure as the products (equipment, software and services) needed to operate call and contact centres. Customer, employee service, and support centres, as well as inbound and outbound telemarketing services, help-desk services, government-operated support centres, and other types of structured communications operations use this infrastructure.
The interactions can be human-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.**
According to the official statement around the report, Alcatel-Lucent, when including its Genesys business unit, was ranked number two in worldwide contact centre infrastructure end-user revenue market share, based in 2007 with a combined share of 17.6%. Alcatel-Lucent contact centre solutions are a key asset of a dynamic enterprise, in which resources of the business - its network, people, process and knowledge - are closely linked to drive top and bottom line growth. Promoting this approach, Alcatel-Lucent has seen double-digit revenue growth in its contact centre products since January 2008.
Both Alcatel-Lucent and Genesys, an Alcatel-Lucent company, were placed in the leaders quadrant for this Gartner report. Together they offer solutions for business of all sizes.
As the local Premier partner, Bytes Communications Systems provides Alcatel-Lucent contact centre solutions and works closely with its clients to create dynamic businesses that converge work processes and drive growth. Along with its Alcatel partnership, Bytes Communication Systems has extended its reach into the contact centre and customer interaction space with the notable acquisition of Intelleca in June 2008. Intelleca is rated as South Africa's leader in managed services for IP contact centres on demand, and shared a number of joint clients with Bytes Communication Systems.
“The Intelleca acquisition as well as our strong relationship with Alcatel-Lucent puts us second to none in expertise across a full range of voice and contact centre solutions in the South African market,” says Isaacson.
* Source: Gartner, Magic Quadrant for Contact Centre Infrastructure, November 18, 2008
** Source: Market Share: Contact Centres, Worldwide, 2007 by Drew Kraus, June 2008
More information about Alcatel-Lucent and external linkGenesys contact centre solutions is available at the Alcatel-Lucent contact centre Web site and Gartner's "Magic Quadrant for Contact Center Infrastructure, Worldwide" report can be viewed compliments of Genesys at the following link: external link http://www.genesyslab.com/news/analysts_coverage.asp
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The Magic Quadrant
The Magic Quadrant is copyrighted 18 November 2008 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.
Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions that 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 17.8 billion euros in 2007 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.
Bytes Communication Systems
Bytes Communication Systems is a broad-based supplier of state-of-the-art communication solutions in the voice and data environment, specifically tailored to meet each customer's individual requirements. As part of Bytes Technology Group, Bytes Communication Systems is has strong BEE credentials through its partnership with Kagiso Investment Trust, Bytes' 27% BEE shareholder.
Bytes Communication Systems has strong technology partnerships with vendors that specialise in value-added services and offerings to complement the Bytes Communications Systems' offering. These vendors include Alcatel-Lucent, Microsoft, Packeteer, Nice and Rightfax.
The Bytes Communication Systems workforce encompasses the full range of skills from professional sales and pre-sales support staff, through to project management and technical services. To further enhance the considerable skills base, a highly skilled team of technical experts can assist in the design of large and complex communication solutions to suit every customer's needs.
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