The Global Association for Contact Center Best Practices & Networking

Camberley, Aug 04, 2010 - Alcatel-Lucent (Euronext Paris and NYSE: ALU | PowerRating) has announced that Genesys, its customer service software arm, based on evaluation of the Genesys interactive voice response (IVR) solution, iCFD (intelligent customer front door), received a Strong Positive, the highest rating possible, in Gartners MarketScope for IVR Systems and Enterprise Voice Portals report.

Businesses focused on providing a better customer experience are looking to leverage integrated self- and assisted-service applications to balance quality of service and costs. A large number of global customers are already reaping the benefits of this functionality, said Mayur Anadkat, Alcatel-Lucent product marketing. We believe Gartners IVR Systems and Enterprise Voice Portals rating confirms our position in the market and our commitment to providing customers with solutions that meet their dynamic customer service environments.

In the report, Gartner recognises that the primary driver for enterprise investment in voice response platforms is the strong business case for contact centre self-service applications. These solutions enable customers to perform tasks via the telephone that would otherwise require a contact centre agent at a higher cost per transaction. As a result of this functionality, enterprises can deliver a provable and often-sizable return on investment. Solutions can be applied to customers, employees and others requiring assistance.

The evolution of Genesys solutions continues to improve and is creating a new vision for self-service capabilities. iCFD with Conversation Manager, recognised in the Gartner report, meets the needs of consumers and businesses today by providing a consistent and rich customer experience across channels including voice, web, assisted or self service.

Posted by Veronica Silva Cusi

Source: http://www.tradingmarkets.com

About Alcatel-Lucent:
Alcatel-Lucent is a global telecommunications corporation, headquartered in Paris, France. It provides telecommunications solutions to service providers, enterprises and governments around the world, enabling these customers to deliver voice, data and video services. The company focuses on fixed, mobile, and converged broadband networking hardware, IP technologies, software, and services. It leverages the technical and scientific expertise of Bell Labs, one of the largest innovation and R&D houses in the communications industry. Alcatel-Lucent has operations in more than 130 countries.