Genesys and Alcatel-Lucent Increase Worldwide Market Share Position in Contact Center Markets and IP in 2006

    IP contact centers fuel overall market growth and change market dynamics
    according to new report from Gartner Dataquest

    LONDON, June 6 /CNW/ -- A recently published report from Gartner
Dataquest -- "Market Share: Contact Centers, Worldwide, 2006" by Drew Kraus,
May 2007 -- shows that Genesys Telecommunications Laboratories, Inc., an
Alcatel-Lucent company (Euronext: Paris and NYSE:   ALU), was the fastest-
growing contact center vendor among the 10 leading vendors in the market in
terms of total agent shipments worldwide in 2006.
    Genesys increased its worldwide position with a 9.6 percent market share
of total agent shipments compared with 6.6 percent in 2005, far outpacing the
worldwide contact center agent market's growth in 2006. Genesys' total agent
shipments grew by 55 percent from 2005 to 2006, nearly eight times the market
growth rate of 7.1 percent. Genesys had the fastest growth of any contact
center manufacturer worldwide in the Gartner Dataquest report, in terms of
total agent shipments.
    Genesys is an independent subsidiary of Alcatel-Lucent, which also
collaborates within Alcatel-Lucent's Enterprise Business Group on
complementary products designed for the mid-market. When Genesys results are
combined with Alcatel-Lucent's Enterprise Business Group shipments,
Alcatel-Lucent achieved a 40.9 percent growth in total agent shipments between
2005 and 2006, gained 3.3 percent worldwide market share, and was number two
in market share with 13.8 percent.
    In addition, according to the Gartner Dataquest report, Internet Protocol
(IP) agent shipments worldwide grew by 67.9 percent between 2005 and 2006 to
represent 38.7 percent of the worldwide contact center market. During this
same period, Genesys increased its worldwide IP agent shipments by 153.9
    "With 6.8 percent of the total market, Genesys grew its IP agent shipment
market share faster than any major technology provider in 2006," said Wes
Hayden, Genesys' president and CEO. "We are extremely proud of our progress,
especially in IP and across virtually every major region," he added.
    The report also states "IP agent shipments are expected to account for
nearly, if not more than, half of all agent shipments in 2007." Moreover,
"Primary drivers for IP contact center deployments include replacements of
older infrastructure as part of the standard technology refresh cycle and a
desire to leverage IP's stronger multisite and virtual contact center
    On a regional basis, Genesys held a top three market share position in
terms of total contact center agent shipments in three of the four major
regions in 2006: EMEA, Asia/Pacific and Latin America. Genesys also showed
increased year-over-year contact center agent shipment growth in North

    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 customer requests,
optimize customer care goals and efficiently use resources. Genesys software
directs more than 100 million customer interactions every day for 4,000
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, go to or
visit the industry blog at

    About Alcatel-Lucent
    Alcatel-Lucent (Euronext Paris and NYSE:   ALU) 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
that enable compelling communications services for people at home, at work and
on the move. With 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 adjusted proforma revenues of Euro 18.3 billion in 2006 and is
incorporated in France, with executive offices located in Paris. [All figures
exclude impact of activities transferred to Thales]. For more information,
visit Alcatel-Lucent on the Internet:

For further information:

For further information: David Radoff of Genesys Telecommunications 
Laboratories, Inc., +1-650-466-1078, Web Site:

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