Genesys Sees Canada as Robust Market for Customer Service Technology

    Genesys boosts presence in region to support customers and partners and
    elevates organizational structure of regional sales, marketing, and
    partner functions

    SAN FRANCISCO, Sept. 2 /CNW/ - Genesys, an Alcatel-Lucent company
(Euronext Paris and NYSE:   ALU), increased its presence in Canada by adding key
resources to support its continued growth in the customer service market and
expansion in the region. Canada will become the hub of Genesys North America
Technical Support Operations for all Tier One and Tier Two support, and will
open its new building in Saint John, N.B., complete with full Lab and testing
facilities and Quality Assurance (QA) Operations for North America, later this
    Genesys also elevated both management and field resources in Canada with
new appointments for several key employees. Canada now represents a separate
sales region with Tom Breneol serving as regional manager to lead the sales
and field marketing efforts. Jeff Thompson will lead strategic solutions,
working with Genesys partners and customers to develop and engineer solution
sets for improving customer service. In software development, Mike Hulme will
lead North American testing and architecture management for Canada.
    "Organizations in Canada continue to invest in customer care and it's
proving to be a resilient market for the adoption of customer service
technologies," said Canadian-based industry analyst, Sheryl Kingstone,
director of Yankee Group's Enterprise Research. "Putting an emphasis on
customer service often means linking customer care to broader business issues,
and in Canada we're seeing a strong desire from organizations to turn their
contact centers into strategic opportunities. When the customer experience
improves customer loyalty improves."
    For example, key Genesys customers, including Canadian-based Scotiabank,
have been recognized as being among the world's leading customer service
companies. Scotiabank implemented next-generation services for voice-enabled
customer service, proactive customer service, and cross channel customer
service leveraging voice, SMS and email.

    About Genesys Telecommunications Laboratories, Inc.
    Genesys, part of Alcatel-Lucent's Applications Software Group, 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

    About Alcatel-Lucent
    Alcatel-Lucent (Euronext Paris and NYSE:   ALU) is the trusted partner of
service providers, enterprises and governments worldwide, providing solutions
to deliver voice, data and video communication services to end-users. A leader
in fixed, mobile and converged broadband networking, IP technologies,
applications and services, Alcatel-Lucent leverages the unrivalled technical
and scientific expertise of Bell Labs, one of the largest innovation
powerhouses in the communications industry. With operations in more than 130
countries and the most experienced global services organization in the
industry, Alcatel-Lucent is a local partner with a global reach.
Alcatel-Lucent achieved revenues of Euro 16.98 billion in 2008 and is
incorporated in France, with executive offices located in Paris. For more
information, visit Alcatel-Lucent on the Internet:

For further information:

For further information: David Radoff, Genesys, (650) 466-1078,; Web Site:

Organization Profile


More on this organization

Custom Packages

Browse our custom packages or build your own to meet your unique communications needs.

Start today.

CNW Membership

Fill out a CNW membership form or contact us at 1 (877) 269-7890

Learn about CNW services

Request more information about CNW products and services or call us at 1 (877) 269-7890