Leading analyst firm places Alcatel-Lucent in leaders quadrant of worldwide contact center infrastructure report
Paris — Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced it has been placed in the leaders quadrant of the recently published Gartner, Inc. “Magic Quadrant for Contact Center Infrastructure, Worldwide,”* authored by Drew Kraus, Steve Blood and Geoff Johnson. The report evaluates contact center infrastructure vendors from a global perspective, consolidating regional Magic Quadrants from North America, Europe, the Middle East and Africa (EMEA), and Asia/Pacific into this single worldwide document.
According to the report, “Gartner defines contact center infrastructure as the products (equipment, software and services) needed to operate call and contact centers. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers, and other types of structured communications operation. The interactions can be human-assisted or automated self-service, using interactive voice response (IVR) and speech recognition technologies, for example. These channels for interaction use both live agents and messaging technology, and include voice, Web, e-mail, instant messaging, chat, video and mobile devices.”**
“A superior customer experience is key for enterprises to retain and grow customers in today’s competitive market,” said Tom Burns, head of Alcatel-Lucent’s enterprise activities. “Consolidation and other economic factors are leading enterprises toward a single, open vendor for communications. Alcatel-Lucent’s solutions enable enterprises to cost-effectively integrate the work of their contact centers with their business processes so they can more quickly connect customers with the right knowledge experts for a better experience.”
Alcatel-Lucent, when including its Genesys business unit, was ranked No. 2 in worldwide contact center infrastructure end user revenues market share based in 2007 with a combined share of 17.6 percent. Alcatel-Lucent contact center solutions are a key asset of a dynamic enterprise, in which resources of the business - its network, people, process and knowledge - are closely linked to drive top and bottom line growth. Promoting this approach, Alcatel-Lucent has seen double-digit revenue growth in its contact center products since January 2008.
Both Alcatel-Lucent and Genesys, an Alcatel-Lucent company, were placed in the leaders quadrant for this Gartner report. Together they offer solutions for business of all sizes. The recent Alcatel-Lucent OmniTouch Contact Center Premium and Standard Release 9.0 and the Contact Center Teamer application product enhancements, including updates of OmniGenesys, provide flexibility and cost savings while improving resolution of first-time calls by letting agents quickly access back-office expertise.
More information about Alcatel-Lucent and external linkGenesys contact center solutions is available at the Alcatel-Lucent contact center web site and Gartner’s “Magic Quadrant for Contact Center Infrastructure, Worldwide” report can be viewed compliments of Genesys at the following link: external linkhttp://www.genesyslab.com/news/analysts_coverage.asp
* “Source: Gartner, Magic Quadrant for Contact Center Infrastructure, November 18, 2008
** “Source: Market Share: Contact Centers, Worldwide, 2007” by Drew Kraus, June 2008
About the Magic Quadrant
The Magic Quadrant is copyrighted November 18, 2008 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation 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 Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions that deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com
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