Frost & Sullivan Awards Genesys For Most Positive Contribution to Call Center Software Market.SAN FRANCISCO--(BUSINESS WIRE)--June 2, 1999-- International Market Consultant Recognizes Genesys for Second Consecutive Year Genesys Telecommunications Laboratories, Inc. (Nasdaq:GCTI GCTI Genesys Telecommunications Laboratories Inc (stock symbol) GCTI Global Change Technology Initiative ) a leading provider of Enterprise Interaction Management solutions today announced it received the `Market Engineering Competitive Strategy Award' from Frost & Sullivan. The international consultancy honored Genesys for its positive contribution to the call center software market during 1998. Genesys was recognized for implementing an effective competitive strategy and integrating the strategic elements of product, price, marketing and sales. This is the second consecutive year that Frost & Sullivan has selected Genesys for this award. "With customers accessing call centers through a variety of different media, (voice, email, Internet), those in the call center software market need to provide sophisticated products that will manage the inflow of multiple media and keep pace with rapidly changing business models," said Alpa Shah, telecommunications analyst at Frost & Sullivan. "The competition is fierce in this fast-growing industry, which is expected to reach $1.7 billion this year. Genesys certainly has the edge over many companies through its pioneering work in this area. They've evolved their traditional voice call center products into enterprise interaction management solutions that are media independent and scalable to support a growing business." "We're honored to receive this award which is testament to our strength in the industry," said Alec Miloslavsky, chief technical officer at Genesys. "This acknowledgment further confirms that Genesys is providing the best products, sales support and pricing to help companies manage and optimize interactions in the call/contact center and across the enterprise. We're able to work with companies to provide an integrated communications framework that is media independent and that can grow with the company to help protect IT investments." Frost & Sullivan presents Market Engineering awards annually based on research conducted among all vendors in the call center software market. Focus areas covered include workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , sales force automation Automating the sales activities within an organization. A comprehensive SFA package provides such functions as contact management, note and information sharing, quick proposal and presentation generation, product configurators, calendars and to-do lists. , customer interaction, CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. enabling and call monitoring A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval. . About Frost & Sullivan Frost & Sullivan is an international marketing consulting and training company that monitors the telecommunications industry for market trends, market measurements and strategies. This ongoing research is utilized to update a series of online research publications such as the CTI & CPE (Customer Premises Equipment) Communications equipment that resides on the customer's premises. CPE - Customer Premises Equipment Custom Subscription (www.frost.com/online), and to support industry participants with customized consulting needs. About Genesys Genesys Telecommunications Laboratories, Inc. (Nasdaq:GCTI) pioneered the field of Computer Telephony Integration Computer Telephony Integration - Computer Telephone Integration (CTI) and today is a market-leader in Enterprise Interaction Management soft ware. The Company's interaction management solutions help enterprises reduce costs, increase revenues, and transform the way they manage interactions in the call/contact center and across the enterprise. Genesys' open, scalable framework and interaction management applications enable the broadest range of contact solutions in the industry, including: integrated screen pop, load balancing The fine tuning of a computer system, network or disk subsystem in order to more evenly distribute the data and/or processing across available resources. For example, in clustering, load balancing might distribute the incoming transactions evenly to all servers, or it might redirect them , workforce management, outbound dialing, data-driven routing, blended inbound/outbound, and Internet contact center capabilities. Genesys' solutions architecture grows with the enterprise and supports customer preference in communications channels Also called a "circuit" or "line," it is a pathway over which data are transferred between remote devices. It may refer to the entire physical medium, such as a telephone line, optical fiber, coaxial cable or twisted wire pair, or, it may refer to one of several carrier frequencies - voice, Internet, E-mail etc. Headquartered in San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden , Genesys serves over 500 customers around the world from its 32 direct sales offices and through a select group of industry partners. For more information please visit Genesys at http://www.genesyslab.com or call 1-888-GENESYS (in the U.S). |
|
||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion