Genesys Telecommunications Laboratories, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), was awarded Frost & Sullivans most recent Market Leadership Awards for Hosted Contact Centre Solutions in all three major geographic regions Asia Pacific for 2006 and North America and EMEA for 2005. These awards clearly distinguish the company as the worldwide leader in the Hosted Contact Centre Solutions Market.
Service Providers are moving toward the hosted contact centre model because of its potential to create new revenue streams, said Ashwin Iyer, program leader for the contact centre and CRM service at Frost & Sullivan. Genesys implemented superior market strategies and was the market leader for managed services contact centre solutions.’
For each of the Market Leader awards, analysts at Frost & Sullivan interviewed a variety of enterprise and service provider representatives and examined Genesys approach to the hosted contact centre market. Genesys received these awards based on criteria that included the ability to identify market challenges, drivers and restraints, strategy development, methods of addressing market dynamics and Genesys leading market share within each region.
Key features of Genesys Managed Service solutions include:
Choice of deployment in either a dedicated or multi-tenant environment;
Complete provisioning and management capabilities for the service provider;
Ability to leverage Genesys premises integration capabilities with third-party switches and CRM systems;
Support for TDM, IP and hybrid voice systems without requiring a forklift upgrade to IP;
Genesys adds value through consulting, joint marketing programs, sales training and sharing of best practices to help managed service providers be successful. The company attracts leading service providers to offer Genesys-powered Managed Services for the enterprise market, including BT, Deutsche Telekom, France Telecom, Verizon, Qwest, Rogers, XO, West, EDS, NTT, Telstra and Reliance. Genesys’ application service provider partners, such as Echopass, deliver contact centre services to mid-market businesses.
The powerful combination of Genesys enterprise technology with Alcatel-Lucent communications technology results in stronger contact centre offerings that carriers can deliver to their most important enterprise customers. This combination is formally bundled in Alcatel-Lucents Managed Communication Services portfolio, which is increasingly being adopted by carriers and enterprises on a worldwide basis.
This award is recognition of Alcatel-Lucents ability to provide enterprise level quality of service from a service provider network using Genesys technology. The Genesys managed service solution offers the functionality and flexibility that enterprises require to virtualise their operations across the contact centre, the mid-and-back office and outsourcer operations, said Bob Thronson, vice president, managed service solutions, Genesys. Alcatel-Lucent and Genesys will continue delivering technology and marketing investments to help our partners achieve success.
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