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Genesys Recognized as Leader in Customer Service


Dynamic Contact Center vision nets key awards and validation

PARIS, February 2008 - Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) today noted various industry awards and global recognition for its Dynamic Contact Center vision, reflecting the growing importance of customer service as a top priority for businesses.

In 2007 Genesys continued to extend the strategic value from customer service through its vision for Dynamic Contact Centers - a next-generation software suite that

* delivers rich customer experiences;
* virtualizes customer service across the entire enterprise;
* enables business process integration; and
* provides proactive business management.

Genesys received numerous industry awards from key analysts and publications. On Feb. 20, 2008, Frost & Sullivan announced Genesys as the Company of the Year in Customer Service for North America, having previously selected Genesys as Contact Center Applications Vendor of the Year in Asia Pacific.

Genesys was also recognized in 2007 by Gartner in the leaders quadrant in three separate Magic Quadrants reports for contact center infrastructure, including: “Magic Quadrant for Contact Center Infrastructure, EMEA, 2007”¹; “Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007”²; and “Magic Quadrant for Contact Center Infrastructure, North America, 2007.”³*

The Genesys Dynamic Contact Center was also recognized across a wide range of industries. Gartner selected Stream Energy, a Genesys customer that created a Dynamic Contact Center, as having the Best Articulated Value Proposition among Energy and Utilities Companies at a solutions conference. In addition, Datamonitor highlighted Genesys customer FinecoBank, Italy’s top online bank, for its Best Practices series in Online Banking. And finally, Genesys’ Emergency Preparedness solution was selected as one of Customer Interaction Solutions’ (CIS) 2007 products of the year.

In addition to the Genesys awards, a broad consensus emerged that customer service will continue to be a top priority in 2008. At a global industry analyst meeting this January, a Genesys poll of 25 of the world’s leading technology experts indicated that two of the top priorities for enterprises this year are investing in next-generation customer service software and leveraging communication-enabled business processes.

*The Gartner Magic Quadrants are copyrighted 2007 and 2008 by Gartner, Inc., and are 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.

¹ Gartner, Inc., “Magic Quadrant for Contact Center Infrastructure, EMEA, 2007” by Drew Kraus and Steve Blood, October 30, 2007
² Gartner, Inc., “Magic Quadrant for Contact Center Infrastructure, Asia/Pacific, 2007” by Geoff Johnson and Drew Kraus, September 12, 2007
³ Gartner, Inc., “Magic Quadrant for Contact Center Infrastructure, North America, 2007” by Drew Kraus and Bern Elliot, August 16, 2007


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