An Alcatel-Lucent company has been named a leader in premise-based IVR voice portals, according to a recent report by an independent research firm.

 

Genesys Telecommunications Laboratories, Inc. received top marks in a Forrester Research report, which evaluates premise-based IVRs and voice portals. “The Forrester (News - Alert) Wave: Premise-Based IVR/Voice Portals, Q2 2009” report gave the company high ratings in categories such as "Current Offering Strategy" and "Market Presence."

 

In addition, the company was recognized for having the top score in six of eight sub-categories, including "Platform and Architecture," "Supported Functions," "Standards Supported," "Platform Management," "Product Services" and "Installed Base."

 

Genesys (News - Alert) is a provider of software that helps contact centers manage customer interactions over the phone and the Web and in e-mail. The firm’s software directs more than 100 million customer interactions daily for 4,000 companies and government agencies in 80 nations.

 

Forrester’s report recognized the company for its software-based, open-standards platform and the fact that the firm doesn’t require customers to buy proprietary hardware with its solutions.

 

Companies were evaluated on 52 criteria. Among them, vendors needed to have experience delivering enterprise IVR and speech platforms, support for VXML 2.0 and higher speech applications, have solutions available at the time of publishing and offer or have established partnerships for application development to be eligible. Forrester evaluated eight premise-based and hosted solutions to determine the market leaders, the company said.

 

“Genesys' platform leads in features and functionality, and the company has put into production what other companies are still planning on their road maps,” Forrester’s report said. “Genesys offers extensive use of Web 2.0 applications and is a leader in the delivery of multimodal support — Web, video, text/SMS, and e-mail — to customers. Its open and highly scalable platform supports all ACD platforms and supports self-service activities across any media."

 

 

 

Genesys made news recently with the company announced the launch of "UC Connect," a solution for integrating its Customer Interaction Management software platform with the UC solutions of other major vendors. As TMCnet reported, the company’s software suite will dynamically connect customers with the right resources required to fulfill customer requests, optimize customer care goals and efficiently use resources.

 

What’s more, Genesys also introduced Genesis Advisor, an integrated suite of operational performance management software that helps monitor the customer service system in real-time, TMCnet reported.

Edited by Michael Dinan

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