Genesys Recognized with Market Leadership Award

Genesys Telecommunications Laboratories, an Alcatel-Lucent company, was awarded Frost & Sullivan's most recent Market Leadership Awards for Hosted Contact Center Solutions in all three major geographic regions - Asia Pacific for 2006 and North America and EMEA for 2005.

"Service Providers are moving toward the hosted contact center model because of its potential to create new revenue streams," said Ashwin Iyer, program leader for the contact center and CRM service at Frost & Sullivan. "Genesys implemented superior market strategies and was the market leader for managed services contact center solutions."

For each of the Market Leader awards, analysts at Frost & Sullivan interviewed a variety of enterprise and service provider representatives and examined Genesys' approach to the hosted contact center market. Genesys received these awards based on criteria that included the ability to identify market challenges, drivers and restraints, strategy development, methods of addressing market dynamics, and Genesys' market share within each region.

Key features of Genesys Managed Service solutions include:

  • Choice of deployment in either a dedicated or multi-tenant environment
  • Complete provisioning and management capabilities for the service provider
  • Ability to leverage Genesys premises integration capabilities with third-party switches and CRM systems
  • Support for TDM, IP and hybrid voice systems without requiring a forklift upgrade to IP

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