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Genesys sees Canada as robust market for customer service technology


Genesys boosts presence in region to support customers and partners and elevates organizational structure of regional sales, marketing, and partner functions

SAN FRANCISCO, C.A. – Genesys, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), increased its presence in Canada by adding key resources to support its continued growth in the customer service market and expansion in the region. Canada will become the hub of Genesys North America Technical Support Operations for all Tier One and Tier Two support, and will open its new building in Saint John, N.B., complete with full Lab and testing facilities and Quality Assurance (QA) Operations for North America, later this year.

Genesys also elevated both management and field resources in Canada with new appointments for several key employees. Canada now represents a separate sales region with Tom Breneol serving as regional manager to lead the sales and field marketing efforts. Jeff Thompson will lead strategic solutions, working with Genesys partners and customers to develop and engineer solution sets for improving customer service. In software development, Mike Hulme will lead North American testing and architecture management for Canada.

“Organizations in Canada continue to invest in customer care and it’s proving to be a resilient market for the adoption of customer service technologies,” said Canadian-based industry analyst, Sheryl Kingstone, director of Yankee Group’s Enterprise Research. “Putting an emphasis on customer service often means linking customer care to broader business issues, and in Canada we’re seeing a strong desire from organizations to turn their contact centers into strategic opportunities. When the customer experience improves customer loyalty improves.”

For example, key Genesys customers, including Canadian-based Scotiabank, have been recognized as being among the world’s leading customer service companies. external linkScotiabank implemented next-generation services for voice-enabled customer service, proactive customer service, and cross channel customer service leveraging voice, SMS and email.

About Genesys Telecommunications Laboratories, Inc.
Genesys, part of Alcatel-Lucent’s Applications Software Group, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to external

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of service providers, enterprises and governments worldwide, providing solutions to 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 16.98 billion in 2008 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet:


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