Genesys Featured in Datamonitor Speech Recognition Report
SAN FRANCISCO - Genesys Telecommunications Laboratories, Inc., an Alcatel company, (NYSE: ALA, Paris: CGEP.PA) today announced the company is featured in a white paper from analyst research firm Datamonitor that identifies Genesys as one of the key drivers of open standards and next generation self-service software.
The white paper, entitled, "An Introductory Guide to Speech Recognition Solutions" will be available August 7, 2006 and to attendees of SpeechTEK, contains comprehensive data on speech solution components, market overviews and Datamonitor's strategic recommendations for buyers. Datamonitor anticipates its research findings will be the company's most widely-distributed educational whitepaper on speech recognition solutions to date.
According to Daniel Hong, Datamonitor's Senior Technology Analyst and author of the whitepaper, global spending on total speech solutions will reach more than $2.7 billion by 2009. Key drivers for this increase include the move towards open-standards, application frameworks, increasing deployment flexibility, and improved best practices and customer behavior analysis.
The Genesys Voice Platform (GVP) is a key component for speech solutions. It is an advanced software-only product that brings Internet technologies to the world of voice, enabling a new breed of voice self-service applications. GVP provides a high performance call processing and media services solution for the development and deployment of next-generation voice applications for customer service - extending automated self-service far beyond the limits of traditional IVR capabilities.
"Genesys is redefining the benefits of speech, including improvements in customer satisfaction and contact center efficiency," said Hong. "The market is moving toward an open-standards approach to speech solutions and buyers are searching for solutions such as GVP that offer increased deployment flexibility and customer behavior analysis."
Enterprises can achieve key business objectives by integrating self-service platforms with other contact center investments in both traditional telephony and IP environments, thus enabling sophisticated routing and reporting capabilities. Genesys is the global leader in VoiceXML platforms with solutions spanning OEMs, enterprises and service providers. Genesys is also the market leader in migrating enterprise customers from legacy interactive voice response (IVR) systems, with more than 500 customer migrations in the last four years alone.
To access a copy of the whitepaper, go to: http://www.genesyslab.com/datamonitor/August2006
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3,300 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource - the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.
About Alcatel
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.
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Media Contact:
David Radoff, Genesys, 650.466.1078, dradoff@genesyslab.com