Science & Technology
Science and Technology
Science and Technology
Wed, July 15, 2009
Tue, July 14, 2009
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company: Genesys Receives 'Strong Positive' Rating in Leading
SAN FRANCISCO, CA--(Marketwire - July 14, 2009) - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (
The report evaluated nine vendors and Genesys received the highest possible rating a vendor could achieve in this report: a Strong Positive rating. A vendor with a Strong Positive rating is viewed by Gartner as "a provider of strategic products, services or solutions."
MarketScope reports provide specific guidance for users who are deploying, or have deployed, products or services. A Gartner MarketScope rating does not imply that the vendor meets all, few or none of the evaluation criteria. The IVR Systems and Enterprise Voice MarketScope evaluation is based on a weighted evaluation of a vendor's products in comparison with the evaluation criteria in seven key areas: Market Understanding; Marketing Strategy; Sales Strategy; Offering (Product) Strategy; Business Model; Innovation; and Overall Viability (Business Unit, Financial, Strategy, Organization).
The IVR Systems and Enterprise Voice MarketScope determined that organizations continue to prefer voice response solutions that use Internet standards and voice portal architecture. The report also states that market consolidation is driving improved integration among voice self-service, Web self-service, live-agent functions and business process management.
According to the report, "Providing self-service functionality is an important option for call and contact centers; it allows managers to balance costs and quality of service. Leading companies require their customer service operations to provide increased automation and smooth integration from automated self-service to live-agent-handled tasks. Firms also need tighter integration among customer contact channels, and the ability to respond to the fast-changing application needs of the contact center business. These business drivers, in turn, are leading to greater use of speech recognition, and a shift to standards-based platforms and Web-based architectures for voice portals. They are also increasing the need for improved administration and analytic tools to enable contact center staff to reconfigure applications more easily, better understand the dynamics of customer demand, and more closely tie self-service and agent-assisted service by providing consistent administration, management and reporting tools across both environments."
Gartner summed up the drivers for the market in this way, "The primary driver for enterprise investment in voice response platforms is the strong business case for contact center self-service applications. These solutions enable customers to perform tasks via the telephone that would otherwise require a contact center agent, and, as a result, they can deliver a provable and often-sizable return on investment. Solutions can be applied to customers, employees and others requiring assistance."
"Leading organizations are critically evaluating the experiences their customers are having and are actively rejecting self-service environments that lead to customer frustration. Genesys continues to earn high marks for delivering a software solution that integrates and leverages Web, CRM and Database information to provide a streamlined, contextual, and personalized interaction for the customer," said Brian Bischoff, vice president strategic solutions, Genesys. "In a time when earning and retaining customers is critical, organizations that are not pro-actively improving the customer experience across channels will find it increasingly lonely as customers defect for a more valued commercial relationship."
Additional information on the intelligent Customer Front Door is available on the Genesys Web site: [ http://www.genesyslab.com/products/self_service.asp ]
For information on obtaining a copy of Gartner's MarketScope for IVR Systems and Enterprise Voice Portals, June 15, 2009, Jay Lassman and Bern Elliot, please contact Gartner at [ www.gartner.com ]
MarketScope Disclaimer
The MarketScope is copyrighted 2009 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation 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 MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill customer requests, optimize customer care goals and efficiently use 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 can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to [ www.genesyslab.com ].
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris: ALU) (
