IBM Awarded Genesys Gold Certification for Expertise, Innovation and Customer Satisfaction

    SAN FRANCISCO, March 6 /CNW/ - Genesys Telecommunications Laboratories,
Inc., an Alcatel-Lucent company (NYSE:   ALU; Euronext Paris), today announced
that IBM has earned the Genesys Gold Certification in Europe for the full
Genesys software suite. IBM was awarded this certification for the company's
commitment to quality service delivery and customer satisfaction.
    Genesys launched the certification program in 2005 to meet the needs of
its growing customer community by enhancing Genesys skills available through
partners. The program provides a framework for partners to manage Genesys
competency and be recognized for technical expertise and superior record of
customer service.
    Genesys and IBM are helping businesses transform expensive call centers
that frustrate customers into business assets that provide excellent service
and high agent productivity. The joint solutions integrate leading interaction
management and enterprise routing with natural language self-service to expand
access options including web, e-mail and text, and enable proactive outbound
contact for alerts and confirmations. The result of integrating these open
standards capabilities with existing systems and processes is reduced expense,
risk and disruption.
    This unique combination of industry-leading software and platforms is
complemented by IBM's world-renowned Genesys expertise and service
capabilities. In addition, Genesys and IBM have collaborated to integrate the
Genesys 7.2 Customer Interaction Management (CIM) platform with IBM voice,
middleware and technology platforms to deliver business solutions that
increase customer satisfaction, agent productivity, operational efficiency and
    One joint customer that has benefited from the partnership is Bank
Hapoalim, the largest bank in Israel. "With the help of IBM, Bank Hapoalim has
gained a 70 percent increase in productivity in the areas of product
specialty," said Gideon Makleff, senior vice president of Call Centre, Bank
Hapoalim B.M - Direct Banking. "The skill-based routing capabilities we
deployed have helped to improve productivity among our teams that deliver
products that require a high level of expertise. It enables us to maintain
more bankers in these areas to provide a high level of service and fill their
free time interacting with customers that have general banking requests."
    The joint industry-specific solutions include:

    Service to Sales Transformation for Retail Banking

    Service to Sales Transformation provides a customized contact center
environment to help transform customers' inbound calls into qualified sales
and retention opportunities. The solution dynamically responds to incoming
data and incorporates IBM Global Business Services, IBM Websphere Voice Server
and CRM software with the Genesys platform to help customer service
representatives capitalize on sales opportunities.
    The joint solution helps retail banks capitalize on improved customer
satisfaction by applying real-time analytics to deliver customized sales and
retention offers during interactions. All relevant information is routed to
the best resource to complete the transaction, thus, customers receive a more
customized experience and are not subjected to sales pitches that don't match
their needs.
    "One of the greatest challenges faced by any organization is turning
opportunities into sales," said Eric Entzeroth, senior vice president,
Americas field operations, Genesys. "This solution can help banks take the
first step toward identifying and addressing opportunities. At the same time,
they can better leverage the skills within customer service to drive revenue."

    Insurance Claims Self-Service

    IBM and Genesys' Natural Language Voice Solution for insurance contact
centers brings process improvements such as higher completion rates and
increased use of self-service, customized offers and advanced routing to the
insurance industry. This solution helps insurers reduce costs, improve
satisfaction and improve retention via a self-service contact center solution
that employs the latest natural language speech technology. IBM's middleware,
biometric and speech technologies are delivered via the Genesys' CIM platform
with multi-channel customer service and customer insight.
    "IBM and Genesys have developed a strong partnership by leveraging the
strengths of both companies," said Jay Ennesser, vice president, Global
Solutions, IBM. "The combination enables our joint clients to improve customer
satisfaction, lower costs and increase profitability. Together, IBM and
Genesys help customers go from simply taking calls to transforming costly
centers into profitable business assets."
    As further evidence of the business value of IBM and Genesys alliance,
IBM has invested in new tools for regional customer solution centers,

    -   Natural language speech lab in Hursley, United Kingdom, advancing
        speech effectiveness and capability;
    -   Contact Center Optimization live demonstration in LaGaude, France,
        integrating Genesys with CRM;
    -   Service to Sales Transformation live demonstration in Barcelona,
        Spain, presenting integration between IBM Websphere and Genesys
        solutions with real-time analytics to maximize customer retention and
        sales; and
    -   "Day in the Life" contact center demonstrations at the Hawthorne, NY
        Industry Solutions Lab.

    For more information on any of the above joint solutions and
capabilities, please visit: or .

    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 to be transferred to Thales]. For more
information, visit Alcatel-Lucent on the Internet:

For further information:

For further information: David Radoff of Genesys, +1-650-466-1078, or Web Site:

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