Genesys placed in leaders quadrant of leading analyst firm’s 2007 contact center infrastructure report for Asia/Pacific
Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced today that market research firm Gartner, Inc. placed Genesys in the leaders quadrant of its report, “Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007” published September 12, 2007, and authored by Geoff Johnson and Drew Kraus.
According to Gartner, “Broadening but more tightly integrated product portfolios are becoming hallmarks of the evolving contact center infrastructure market and support for IP telephony infrastructure is mandatory.”
“Genesys’ open approach and vision for extending customer service beyond the contact center are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centers,” said Michael McBrien, senior vice president, Asia Pacific, Genesys Telecommunications Labs.
Genesys supports customers – including customers with sophisticated contact centers or those who may be considering evolving their telephony infrastructure and want to protect their investments – with a broad suite of highly scalable, contact center open software applications and capabilities, including:
Consolidation and Virtualization of Resources
Proactive Contact Management
Reporting and Analytics
Branch, Remote and Expert Integration
Business Process Routing
Internet and Multimedia Integration
Workforce Management and Optimization
According to the Gartner report, vendors in the leaders quadrant are characterized as, “High-viability vendors with broad portfolios, significant market share, broad geographic coverage, a clear vision for how contact center needs will evolve and a proven track record for delivering contact center products. They are well positioned with their current product portfolio and are likely to continue to deliver leading products. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk.”
A recently published report from Gartner Dataquest - “Market Share: Contact Centers, Worldwide, 2006” by Drew Kraus, May 4, 2007 - shows that Genesys was the fastest-growing contact center vendor among the 10 leading vendors in the market in terms of total agent shipments worldwide in 2006.
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