Science & Technology
Science and Technology
Science and Technology
Thu, September 17, 2009
Wed, September 16, 2009 Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company: Genesys Placed in Visionaries Quadrant of New Report
SAN FRANCISCO, CA--(Marketwire - September 16, 2009) - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris: ALU) (
According to this report, "The current economy has resulted in an accelerated focus on self-service initiatives, and Gartner is seeing an increase in vendor deals being closed. Virtual assistants and SMS/multimodal communication are not yet in mainstream adoption, but are appearing on a large number of organizational road maps. In essence, there is a drive toward making e-service offerings part of a larger, integrated CIH, where the contact center and the e-service channels integrate and are no longer stand-alone products."
"Genesys has a strong vision for future multichannel customer service that tears down the walls of e-services to deliver a differentiated, branded customer experience across all channels," said Nicolas De Kouchkovsky, president, Genesys Telecommunications Labs. "Our Dynamic Customer Engagement vision extends contact center capabilities into integrated customer conversations across the phone, Web, in-person and mobile channels that leverages all the resources of an organization, including contact centers, branches, back office and experts."
According to this Gartner report, vendors in the Visionary quadrant are characterized as being "... ahead of potential competitors in delivering innovative products and/or delivery models. They anticipate emerging/changing customer service needs and move into the new market space. They have a strong potential to influence the direction of the e-service market, but they struggle to meet the needs of all organizations because of geographic limitations, company size constraints or specific product omissions. Typically, their products and market presence are not yet complete or established enough to challenge the leading vendors."
About The Magic Quadrant
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.'s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.
About Genesys Telecommunications Laboratories, Inc.
Genesys, part of Alcatel-Lucent's Applications Software Group, is the leading provider of software to manage customer interactions over the phone, Web and mobile devices. The Genesys software suite connects customers with the right resources -- self-service, assisted-service and proactive outreach -- 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 dynamically engage with their customers. As a result, Genesys stops customer frustration, drives efficiency and accelerates business innovation.
About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris: ALU) (
