Genesys Again Named CTI Market Leader

In its March  North American Contact Center Market report, Frost & Sullivan cited Genesys Telecommunications Laboratories as the market-share leader in computer telephony integration (CTI), the fundamental technology required for successful advanced customer service strategies.

This recognition follows the naming of Genesys Internet Contact as the #1 online collaboration application and #2 e-mail application in a 2002 Frost & Sullivan report.

Frost & Sullivan ranks total 2002 CTI market revenue at $418.4 Million, with a 6% annual compound growth rate between now and 2007. The report cites that even in a down economy, companies recognize the need to invest in customer service technologies, and that the demonstration of strong ROI from CTI implementations is essential. The report goes on to show that in a market of more than 40 vendor competitors, Genesys has achieved dominant market penetration for the fourth consecutive year. The company's successful acquisition of IBM CallPath in 2001 was called out as notable in its on-going market leadership.

In 2002, Frost & Sullivan designated Genesys as #2 on an upward trend in the e-mail management market and the market leader in online live collaboration tools in a market of more than 45 competitors. The company's success was attributed to the particular strengths of its Web interaction solution - Internet Contact - as well as to its complete integration into the Genesys framework.

"Genesys has pursued a successful strategy of focusing on its core competencies and roots from the early days of the CTI market, while extending that expertise to develop new and innovative solutions for more advanced contact centers and customer service practices," said Katrina Howell, program leader, Contact Center Technologies at Frost & Sullivan. "Bolstering that strategy with a few key acquisitions has enabled Genesys to maintain market leadership for four consecutive years."

Genesys Suite 6 is an integrated set of contact center solutions, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Universal Workflow. The suite offers the benefits of streamlined installation and suite-wide management and reporting, helping business bring new customer contact management functionality quickly to market. In addition, Genesys offers Voice Portal, an advanced voice self-service solution that provides access to Web-based information from any phone; Genesys Expert Contact, which extends the customer's reach beyond the contact center to subject experts throughout the company; and Genesys IP Contact Center, a next generation interaction management solution that extends Genesys' integrated suite of proven products to Internet Protocol (IP) networks.

"We are excited that Frost & Sullivan has again recognized Genesys as the market leader. Genesys contact center solutions deliver real, demonstrable value in balancing good service with cost savings," said Ad Nederlof, CEO of Genesys. "Frost & Sullivan has provided objective validation of what we already knew: regardless of the type or scope of contact center solution required, Genesys offers an excellent value proposition."

SpeechTek Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues