GENESYS NAMED IN LEADERS QUADRANT OF 2006 IVR REPORT.Genesys Telecommunications Laboratories, Inc., an Alcatel- Lucent company (Euronext Paris Euronext Paris is France's securities market, formerly known as the Paris Bourse, which merged with the Amsterdam and Brussels exchanges in September 2000 to form Euronext NV, which is the second largest exchange in Europe behind the London Stock Exchange. ; NYSE NYSE See: New York Stock Exchange : ALU (Arithmetic Logic Unit) The high-speed CPU circuit that does calculating and comparing. Numbers are transferred from memory into the ALU for calculation, and the results are sent back into memory. Alphanumeric data are sent from memory into the ALU for comparing. ), has announced that market research firm Gartner, Inc. has placed Genesys in the leaders quadrant quadrant, in analytic geometry quadrant. 1 In analytic geometry, one of the four regions of the plane determined by two lines, the x-axis and the y-axis. of its new report, "Magic Quadrant The Gartner Magic Quadrant is a proprietary research tool developed by Gartner Inc., a US based research and advisory firm. It is designed to provide an unbiased qualitative analysis of a “markets’ direction, maturity, and participants. for Interactive Voice Response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) Systems and Enterprise Voice Portals An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. , 2006" published December 5, 2006, and authored by Steve Cramoysan, Bern Elliot and Drew Kraus. Gartner characterizes leaders quadrant vendors as "high-viability vendors with a strong voice response offering, significant market share, broad geographic coverage, a clear vision for how voice self-service needs will evolve and a proven track record for delivering interactive voice response offerings. They are well-positioned with their current product portfolio and are likely to continue to deliver leading products. They have a strong partner ecosystem providing voice response applications, tools and services for their platforms. They typically have a strong contact center offering, with good integration between this and their voice response platform. Leaders do not always offer the best-of-breed solution for every customer requirement. However, overall, their products are strong, with some exceptional capabilities. Additionally, they provide solutions that offer relatively low risk." "We believe Genesys has extended our market leadership in the IVR and enterprise voice portals market in the past year. Businesses that focus on customer service use Genesys Voice Platform (GVP GVP Genesys Voice Platform GVP General Voters Party (Fiji) GVP Gasoline Vapor Pressure GVP Global Vision for Peace GVP Global Visualization Process ) to create a great self-service environment as part of a fundamental strategy to stop customer frustration while simultaneously driving efficiency," said Brian Bischoff, vice president, worldwide voice platform sales, Genesys Telecommunications Labs. "In addition, GVP is key to delivering the right blend of integrated self- and assisted-service to meet the challenges of dynamic customer service environments." According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Gartner, "Organizations are increasingly adopting voice response solutions based on Internet standards See Internet Engineering Task Force. and a voice portal architecture. Leading vendors are improving integration between voice self-service and live agent functions, and are reducing the complexity of developing and operating solutions." The report also makes two Strategic Planning Strategic planning is an organization's process of defining its strategy, or direction, and making decisions on allocating its resources to pursue this strategy, including its capital and people. Assumption(s): *By 2008, 80 percent of new interactive voice response (IVR) shipments will be standards-based voice portal platforms. *By 2008, 80 percent of new speech automated applications will be part of a Web-based self-service strategy. As companies move away from proprietary platforms and instead shift toward open, standards-based voice portal platforms, Genesys has increased its market share based on the success of its open standards Specifications for hardware and software that are developed by a standards organization or a consortium involved in supporting a standard. Available to the public for developing compliant products, open standards imply "open systems;" that an existing component in a system can be replaced software solution, Genesys Voice Platform (GVP). Earlier this year Gartner Dataquest published a report showing that Genesys led the voice portal shipments by port market on a worldwide basis, and, combined with its April acquisition of VoiceGenie, had 22.7 percent market share, almost two and a half times the size of its nearest competitor. (Market Share: Voice Response Systems, Worldwide 2004, S. Cramoysan and D. Kraus, January 2006). About The Magic Quadrant The Magic Quadrant is copyrighted December, 2006 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted de·pict tr.v. de·pict·ed, de·pict·ing, de·picts 1. To represent in a picture or sculpture. 2. To represent in words; describe. See Synonyms at represent. in the quadrant. The Magic Quadrant is Gartner, Inc.'s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay in·ter·play n. Reciprocal action and reaction; interaction. intr.v. in·ter·played, in·ter·play·ing, in·ter·plays To act or react on each other; interact. of many factors. Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose. About Genesys Telecommunications Laboratories, Inc. Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for more than 3,500 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, visit http://www.genesyslab.com or call 650/466-1078 or visit the industry blog at http://www.betterinteractions.com. About Alcatel-Lucent Alcatel-Lucent provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions (jargon) end-to-end solution - (E2ES) A term that suggests that the supplier of an application program or system will provide all the hardware and/or software components and resouces to meet the customer's requirement and no other supplier need be involved. Compare: turn-key solution. that enable compelling communications services for people at home, at work and on the move. With 79,000 employees and operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved proforma combined revenues of Euro 18.6 billion in 2005, and is incorporated in France, with executive offices located in Paris. For more information, visit http://www.alcatel-lucent.com. |
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