Gartner has placed Alcatel-Lucent and its Genesys brand in the Leaders Quadrant of its report, "Magic Quadrant for Contact Center Infrastructure, Worldwide" published Feb. 22, 2010 and authored by Drew Kraus, Steve Blood and Geoff Johnson.
Genesys contact centre solutions and Alcatel-Lucent’s contact centres were each evaluated separately in the Magic Quadrant. In the Gartner analysis each was placed in the leaders quadrant. Alcatel-Lucent believes together they offer solutions for business of all sizes.
According to the report, "Gartner defines contact centre infrastructure as the products (equipment, software and services) needed to operate call centres for basic telephony support and contact centres for multichannel support. This type of infrastructure is used by customer and employee service and support centres, inbound and outbound telemarketing services, help-desk services, government-operated support centres, and other types of structured communication operations. The interactions can be people-assisted or automated self-service, using interactive voice response (IVR) and speech recognition technologies, for example. These channels for interaction use both live agents and messaging technology and include voice, Web, e-mail, instant messaging, chat, video and mobile devices.”
“We believe this report reflects the increasingly strategic role of contact centre technology in bringing together all customer conversations,” says Nicolas de Kouchkovsky, Chief Marketing Officer for Enterprise Applications for Alcatel-Lucent. “Our open approach and vision for extending customer care beyond the contact centre and across multiple devices are key elements of our strategy for establishing Dynamic Customer Engagement.”
According to this Gartner report, vendors in the leaders quadrant are characterised as, "high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact centre needs will evolve and a proven track record of delivering contact centre products. They are well-positioned with their current product portfolio and likely to continue delivering leading products. Leaders do not necessarily offer a best-of-breed solution for every customer requirement. However, overall, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively low risk."