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At a glance:
Alcatel-Lucent’s Genesys business a leader in Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
• Evaluation based on completeness of vision and ability to execute

Alcatel-Lucent today announced that market research firm Gartner, Inc. placed Alcatel-Lucent’s Genesys business in the Leaders Quadrant of its report, “Magic Quadrant for Contact Center Infrastructure, Worldwide” published June 27, 2011 and authored by Drew Kraus, Steve Blood and Geoff Johnson.

According to the report, “leaders are high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk.”

The Genesys G8 software suite from Alcatel-Lucent manages customer interactions over the phone, Web, social media and mobile devices. The G8 software suite addresses critical enterprise needs by enabling a single, coordinated customer conversation across channels and contact points, including the back office and field operations. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries.

“It is a great honor to be recognized by Gartner as a Leader in the Magic Quadrant for Contact Center Infrastructure worldwide,” said Nicolas de Kouchkovsky, chief marketing officer for Alcatel-Lucent Enterprise. “As consumer innovation continues to change the conversation between customers and companies, we remain committed to delivering open solutions that enable companies to dynamically engage their customers, including social media, workforce optimization and mobility applications.”

Gartner’s “Magic Quadrant for Contact Center Infrastructure, Worldwide” report is available compliments of Alcatel-Lucent at the following link:

For more information on the Genesys contact center portfolio, please visit:

About the Magic Quadrant

The Magic Quadrant is copyrighted June 2011 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.

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