Genesys’ reputation as trusted advisor leads to shortlist recommendation in Datamonitor’s IVR Decision Matrix

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DALY CITY, April 16, 2009– It is becoming a well known fact thatmore and more of today’s companies are looking to improve their customerengagement capabilities with interactive voice response (IVRs) that are notonly technologically advanced but offer seamless integration into a company’slarger customer relationship system.  In consideration of this evolvingtrend, leading market analyst firm Datamonitor, in their independentlypublished report, “Decision Matrix – Selecting an IVR Vendor in theEnterprise,” picked Genesys Telecommunications Laboratories, Inc., anAlcatel-Lucent company (Euronext Paris and NYSE: ALU) and its Genesys VoicePortal (GVP), as one of only two vendors whose products and services itrecommends on its shortlist.

Datamonitor’s IVR Decision Matrix provides guidance for enterprises lookingto deploy IVR solutions.  It provides a comprehensive and transparent viewof the capabilities of nine premise-based IVR platform vendors in the IVRmarket and presents advice on which should be explored, considered or placed onan enterprise’s shortlist for IVR platform selection. The shortlistcategory represents vendors with an established market position and an IVRproduct that is widely accepted as best-of-breed or part of a larger suitesolution. 

In evaluating the competitive dynamics in the IVR sphere, each vendor,including Genesys, was assessed in three categories:

“Genesys has high scores across the board in our IVR Decision Matrix due toconsistent growth in its GVP business and its great reputation with a largeinstalled base of IVR customers,” says Aphrodite Brinsmead, analyst forcustomer interaction technologies at Datamonitor and lead author of the report.“We were impressed with the next-generation applications Genesys isemphasizing. The release of its intelligent Customer Front Door (iCFD)framework is indicative of the vendor’s forward thinking philosophy andcommitment to extending IVR functionality.”

“Our iCFD solution gives us great self-service features we use to improveour customer service levels, drive operational efficiencies, and increaserevenue,” said Gerry Cools, Sales Strategy & Development Manager forBelgacom, the principal supplier of integrated telecommunications services inBelgium.  “We wanted to reduce the number of incoming operator-handledcalls without reducing quality customer service and without forcing customersinto an automated system only focused on cost containment.  By using ouriCFD to anticipate customer needs we managed to increase customer satisfactionby ten per cent, increase revenue generating capacity by three per cent, andreduce the number of incoming operator handled calls by 1.1 million between2007 and 2008.” 

The “Decision Matrix - Selecting an IVR Vendor in the Enterprise” report isavailable compliments of Genesys at the following link:

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About Datamonitor

Datamonitor is the world’s leading provider of online data, analytic andforecasting platforms for key vertical sectors. It helps its clients, 5,000 ofthe world’s leading companies profit from better, more timely decisions.Through its proprietary databases and wealth of expertise, clients are providedwith unbiased expert analysis and in-depth forecasts for seven industrysectors: Automotive & Logistics, Consumer Markets, Energy, FinancialServices, Healthcare, Retail and Technology. Datamonitor maintains itsheadquarters in London and has regional offices in Frankfurt, New York, SanFrancisco, Chicago and Sydney. See www.datamonitor.com for further details.

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the leading provider of software tomanage customer interactions over the phone, Web and mobile devices.  TheGenesys software suite connects customers with the right resources –self-service, assisted-service and proactive outreach – to fulfill customerrequests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every dayfor 4,000 companies and government agencies in 80 countries.  Thesecompanies and agencies can leverage their entire organization, from the contactcenter to the back office, to dynamically engage with their customers.  Asa result, Genesys stops customer frustration, drives efficiency and acceleratesbusiness innovation.

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted partner of serviceproviders, enterprises and governments worldwide, providing solutions todeliver voice, data and video communication services to end-users. A leader infixed, mobile and converged broadband networking, IP technologies, applicationsand services, Alcatel-Lucent leverages the unrivalled technical and scientificexpertise of Bell Labs, one of the largest innovation powerhouses in thecommunications industry. With operations in more than 130 countries and themost experienced global services organization in the industry, Alcatel-Lucentis a local partner with a global reach. Alcatel-Lucent achieved revenues ofEuro 16.98 billion in 2008 and is incorporated in France, with executiveoffices located in Paris. For more information, visit Alcatel-Lucent on theInternet:http://www.alcatel-lucent.com

Contact the Alcatel-Lucent Press Office:    press@alcatel-lucent.com

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