Alcatel-Lucent placed in Leaders Quadrant for industry analyst contact center infrastructure report for Asia/Pacific
Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that industry analyst firm Gartner has positioned Alcatel-Lucent in the leaders quadrant in its report “Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007” published September 12, 2007, and authored by Geoff Johnson and Drew Kraus.
“As the Asia-Pacific market for contact centers continues to stress the adoption of IP solutions and associated applications like collaboration and conferencing, Alcatel-Lucent customers in the region are clearly able to leverage either the OmniTouch Contact Center or Genesys solutions, both of which drive enhanced customer service and satisfaction and allow enterprises to competitively differentiate themselves,” said Hubert de Pesquidoux, President of Alcatel-Lucent’s Enterprise activities.
“When selecting one of Alcatel-Lucent’s contact center solutions, you’re getting a leading solutions provider. For customer service managers, choosing Alcatel-Lucent is choosing to deliver superior customer service while driving operational efficiencies through innovative technology, easy to use features, and performance.” added de Pesquidoux.
According to the Gartner report, “Leaders are 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.”
Alcatel-Lucent contact center products include a range of attractive features such as integrated collaboration into the agent desktop with presence awareness, instant messaging, application sharing and audio/web conferencing that immediately provides access to company knowledge and experts within or outside the contact center. Additionally, collecting details on callers is fully integrated through Visual IVR (interactive voice response) a software only call qualification solution. The Alcatel-Lucent OmniTouch products also provide pre-integration with leading CRM applications.
Alcatel-Lucent’s OmniTouch Contact Center products serve over 500,000 agents worldwide.
About The Magic Quadrant
The Magic Quadrant is copyrighted 2007 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.
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