Genesys Announces Results of Customer Innovation Awards Program

    13 Companies Recognized for Outstanding Customer Service in Dynamic

    SAN DIEGO, CA, April 25 /CNW/ - At G-Force San Diego, Genesys
Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext
Paris and NYSE:   ALU), announced the results of its second annual Customer
Innovation Awards program to recognize outstanding customer service through
the innovative use of technology in highly dynamic environments.
    Genesys started accepting nominations for the Customer Innovation Awards
in November 2006 and more than 240 organizations worldwide nominated
themselves or were nominated by their deployment partners or Genesys field-
staff. A short list of thirteen finalists was invited to present in-person to
an independent panel of judges in San Francisco, Paris and San Diego.
    The independent judging panel was made up of two dozen industry experts
who specialize in customer service, including analysts from IDC, Forrester,
Datamonitor, Yankee Group, Opus Research, COMMFusion, Jamison Consulting,
McGee-Smith Analytics and Frost & Sullivan.
    Nominees were assessed on four key criteria:

     -    Innovating in a dynamic and challenging environment;
     -    Optimizing service via technology and business processes;
     -    Improving the overall customer experience;
     -    Leveraging contact centers and customer service strategically.

    Organizations were eligible for an award based on their degree of
achievement of these key criteria which relate to the four phases of the
Genesys Contact Center Capability Maturity Model: establishment phase,
consolidating phase, performing phase and optimizing phase. Organizations that
demonstrated high performance in all four key criteria were considered to be
in the 'optimizing' phase of the Contact Center Capability Maturity Model and
received a "4-Star" award, while companies in the 'performing" phase received
a "3-Star" award. One consistent scoring result across all of the finalist
organizations was a high strategic alignment of contact center and customer
service goals.
    The following companies were recognized with a "4-Star" level of

     -    FinecoBank, the leading direct bank and number one broker in Italy
          (, received the highest marks in the category of
          leveraging IP, using new modes of delivering customer service and
          setting innovative new performance metrics;
     -    iiNet, one of Australia's Internet service pioneers
          (, was nominated for vast improvements in
          productivity, service levels, sales and customer service;
     -    Ladbrokes plc, the world's leading sports betting and gaming
          company (, received top rankings in efficiency,
          financial performance and customer satisfaction;
     -    Scotiabank, one of North America's leading financial institutions
          and Canada's most international bank (, received
          its highest marks for multi-channel integration, proactive customer
          service and streamlined optimization;
     -    Yahoo! Inc., a leading global Internet brand and one of the most
          trafficked Internet destinations worldwide (, emerged
          as the best at extending the boundaries of the contact center and
          creating virtual contact centers across multiple sites using new

    The following companies were recognized with a "3-Star" level of

     -    Aeroplan, Canada's premier loyalty marketing company
          (, was the leader in voice self-service and
          proactive customer service;
     -    AXTEL S.A.B. de C.V., a Mexican telecommunications company
          (, achieved top-level ratings for improved
          financial performance and the integration of automation and human
     -    eircom, Ireland's largest telecommunications supplier
          (, demonstrated a high level of innovation with
          voice response, multiple self-service options and ROI all rating
     -    Houston 311, a service helpline supporting over two million
          residents in the city of Houston, Texas (, was
          the first public sector organization to achieve finalist status and
          was praised for their ability to integrate multiple organizations
          to create a positive customer experience;
     -    Nomura Securities Co., Ltd., the leading securities and investment
          banking company in Japan (, highlighted its use
          of IP which improves service speed and quality, and enhances
          business efficiencies that foster dynamic cooperation between
          branch offices and contact centers;
     -    SalesForce Australia, the largest and fastest growing telephone
          sales and customer development company in Australia
          (, achieved perfect ratings within
          several scoring elements and was noted for its focus on customer
          satisfaction and optimization of agent skills and work modes;
     -    T-Mobile Germany, the leading provider of mobile communication
          services in Germany and the largest company within the T-Mobile
          International group (, was recognized for its
          business process strategy, extending access across the organization
          and overall customer satisfaction;
     -    United Airlines, one of the largest international carriers based in
          the United States (, showcased innovative use of one
          of the largest speech-enabled interactive voice response
          applications today.

    "The Genesys Customer Innovation Awards program recognizes organizations
that deliver great customer service despite the challenges of dynamic contact
center environments," said Wes Hayden, president and CEO, Genesys. "Every
organization received a top score in at least one scoring element and we
congratulate them all for their commitment to delivering a positive customer
experience. They treat their contact centers as strategic opportunities,
linking customer service to business success."

    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, (650) 466-1078,, Web Site:

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