Lucent Technologies is the call centre market leader in the United States
and Western Europe, according to latest independent reports.
A report recently released by research house The PELORUS Group assesses the
1998 U.S. market and ranks Lucent first in shipments of agent positions in
five of the six call centre market size segments.
The study shows Lucent`s share for new and add-on agent positions is a
market-leading 35.8 percent, and finds Lucent`s share for new and add-on
agent revenue is 38.3 percent, more than ten points higher than the closest
competitor. In the North American market (U.S. and Canada), the study finds Lucent
shipping substantially more large systems by agent position (defined as over
151 agents) than its closest competitor.
Information technology market research and consulting firm Dataquest has
found that Lucent`s market share for new call centre solutions in western
Europe has increased to 19.6 percent in 1998, making it the call centre
market leader in that region. The study reveals that Lucent shipped 18
percent more systems and 25 percent more new agents with systems supplied in
1998 compared to the previous year. According to the report the call centre
market within this region will be worth US$3,7 billion over the next five
years.
"We`re thrilled that organizations are finding real business value in Lucent
`s customer care solutions," says John van der Linde customer care product
director of Lucent Technologies Business Communication Systems (BCS).
"Leading companies are looking to distinguish themselves through customer
relationship management. Our mission is to help them achieve that."
"These latest report from Dataquest confirms Lucent`s strong position as
the experienced, innovative call centre leader," says Viesturs Vucins,
president, Lucent BCS in Europe, the Middle East and Africa (EMEA). "We`ve
been aggressively expanding our call centre and CRM portfolio over the past
couple of years-both through our work at Lucent`s Bell Labs as well as
through strategic acquisitions like SDX and Mosaix. CRM is an exciting new
opportunity that builds on our core business and our core values."
Lucent`s call centre products include CentreVu Customer Care Solutions, a
suite of offers that help companies deliver superior customer service over
the Internet, phone, e-mail and fax; and provide leading call reporting,
computer telephony integration and integrated voice response tools. More
than 18,000 locations worldwide use CentreVu Customer Care Solutions.
As a solution for supporting CRM, Lucent`s recently announced CRM Central
2000 software suite helps organizations build customer relationships by
managing all customer interactions through to completion - from the initial
contact to fulfillment and all points in between.
Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and
delivers a wide range of public and private networks, communications systems
and software, data networking systems, business telephone systems and
microelectronics components. Bell Labs is the research and development arm
of the company. For more information on Lucent Technologies, visit its web
site at www.lucent.com.
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