Barclays Bank and Genesys Telecommunications in Enterprise-Wide Computer Telephony Agreement

Business Wire, July 30, 1998

SAN FRANCISCO--(BUSINESS WIRE)--July 30, 1998--Barclays Bank has chosen Genesys Telecommunications Laboratories, Inc., the global provider of enterprise computer telephony integration software, as its strategic partner for the delivery of computer telephony solutions across its UK call centers.

The five-year corporate enterprise-wide agreement, worth up to an estimated $3.5 million, covers software licenses, support and professional services, and underpins the existing relationship between Genesys and Barclays. Initial deployment, in partnership with Barclays Call Center Programme, will be at two regional UK Barclays sites this summer, with a third site going live in early 1999.

The Genesys solution will allow for the intelligent delivery of calls and associated data, based on parameters such as agent skill, language, call statistics and customer profile, in a single or multi-call center environment. In addition to delivering sophisticated call routing capabilities, Genesys will provide centralized real time agent and call center management along with consolidated historical reporting of telephony and business-related data. The flexibility of the Genesys solution will allow Barclays to deploy this functionality on a per agent basis across "the virtual call center," regardless of type of switch, IVR (Interactive Voice Response), database or server.

Gary Hoffman, director of retail banking at Barclays, said, "This agreement strengthens the relationship between Barclays and Genesys and underlines our commitment to implementing best of breed solutions. This strategic partnership will enable the Bank to consolidate its position in offering world class customer service in an increasingly competitive and multi-channel market."

Alexander Evans, managing director of Genesys Europe, said, "Through its open framework and advanced applications, Genesys will deploy an enterprise wide computer platform that will allow Barclays to realize it's tactical and strategic objectives in a multi-call center, multi-vendor environment. This agreement demonstrates once again our position as the market leader in Enterprise Computer Telephony Integration."

The Genesys solution will integrate with existing front-end desktop applications and legacy systems, providing a common, scalable platform for development of future applications including Web call back, automated e-mail, video, remote agent and branch communications. It will also give Barclays the option of fully integrated outbound dialing and campaign management.

About Genesys

Genesys Telecommunications Laboratories, Inc. (NASDAQ:GCTI) is an enterprise software company specializing in customer interaction and computer telephony solutions. Genesys' products -- found in the call centers of industry-leading companies around the world -- integrate and extend the capabilities of a company's computer, telephony and database systems. This enables companies to enhance customer service, improve efficiency and productivity, and increase revenues and profits. Headquartered in San Francisco, Genesys serves over 300 customers in the North American, European, Asia/Pacific and Latin American regions directly from 27 sales offices and indirectly through a select group of industry leading solutions providers. For more information please visit Genesys at http://www.genesyslab.com or call 1-888-GENESYS (in the U.S).

    CONTACT: Genesys
              Lynda Kate, 415/551-2868
              lynda@genesyslab.com
                  or
              Technology Solutions
              Monisa Patel, 408/280-6000, ext. 210
              mpatel@tsipr.com