Genesys Named Leader in Voice Portal Market for Second Consecutive Year
Analyst Firm Reports Genesys Increased its Share of Voice Portal Market to 12.5 Percent
SAN FRANCISCO - February 20, 2006 - A new report from Gartner Dataquest shows Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), continues to lead the voice portal market on a worldwide basis, with a 12.5 percent market share and a gap of 2.3 percent over the nearest vendor (Market Share: Voice Response Systems, Worldwide 2004, S. Cramoysan and D. Kraus, January 2006).
While the market continues to be highly fragmented and competitive, Genesys extended its market share lead from 1.7 percent to 2.3 percent in the report that was issued in late January 2006, and compares the 2003 market with 2004.
The Gartner report found that the voice portal market grew by almost 68 percent, with the proprietary interactive voice response (IVR) market falling by about 12 percent. The voice portal market grew from 23 percent in 2003 to 36 percent in 2004. Another key finding was a shift toward open, standards-based voice portal platforms and away from proprietary platforms.
Genesys’ market presence is based on the success of its Genesys Voice Platform (GVP), an open-standards software solution that leads the industry for speech self-service technology. GVP provides high performance call processing and media services for the development and deployment of voice applications -- extending automated self-service far beyond the limits of traditional IVR capabilities. Self-service can be a valuable tool for contact center managers to improve customer service metrics and build brand loyalty with consumers.
“The contact center is still the most underutilized of all strategic assets for most companies. A key trend that is fueling our success is the enterprise need to better leverage existing investments in technology, telephony equipment, and customer information without having to rip and replace,” said Elliot Danziger, chief technology officer for Genesys. “The success of our voice portal business shows that enterprises are seeking a path to tap into these assets,” Danziger commented.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries.
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