Genesys CC Analyzer Reporting Product Generally Available; Delivers Historical Performance Monitoring Tools to Improve Customer Relationships and Contact Center Efficiency

Business Wire, April 4, 2000

Business Editors/High-Tech Writers

SAN FRANCISCO--(BUSINESS WIRE)--April 4, 2000

Genesys Telecommunications Laboratories, Inc. (Nasdaq:GCTI), an independent wholly owned subsidiary of Alcatel (NYSE:ALA), today announced general availability of CC Analyzer, an advanced historical reporting product for customer contact centers.

CC Analyzer provides businesses with a complete historical view of customer interactions and contact center operations, enabling contact center managers to analyze customer behavior and make adjustments to improve overall customer care.

Working in conjunction with CC Pulse, Genesys' product for tracking 'real-time' contact center activity, CC Analyzer offers a variety of standard contact center reports that deliver information on agent and customer interaction activity, and the success of applying business rules for customer routing strategies. In addition, CC Analyzer offers easy-to-use graphical tools to develop customizable reports, allowing contact center and line of business managers to analyze customer interaction efficiency based on their specific business needs and performance requirements.

"Genesys CC Analyzer is a powerful tool for capturing the critical customer information gained during interactions to better understand and benefit from ongoing customer relationships," said Don Steul, director of Internet and Analytical Applications, Genesys. "Following several pilot programs and receipt of a Best of Show Award at CTI Expo this past December, we are pleased to bring to market our next-generation reporting and analytical product for customer contact centers."

CC Analyzer reporting categories include:

      Agent status and performance, allowing businesses to:

      --  Analyze the type of interactions handled by agents

      --  Measure agent efficiency over time, such as average number of
        interactions handled for each communication channel,
        interaction response time, and hold time

      Customer queue management, allowing businesses to:

      --  Analyze the status of incoming calls, emails and web
        communications

      --  Measure customer interaction volumes by site for capacity
        planning

      --  Measure contact center and customer interaction efficiency
        over time

      --  Analyze downtime trends to increase productivity during
        low-volume periods

      Interaction routing and self-service, such as interactive voice
    response (IVR) performance, allowing business to:

      --  Measure and compare calls handled by interactive voice
        response (IVR) systems versus calls directed to agents via a
        router

      --  Determine service level adherence

      --  Develop skills-based reports

Availability

Genesys CC Analyzer is available worldwide to existing customers on the Genesys 5.1.5 platform, and through traditional direct and indirect Genesys channels for new customers. For more information, please call 888/GENESYS (In the U.S.), email info@genesyslab.com or visit the Genesys web site at www.genesyslab.com.

About Genesys

Genesys Telecommunications Laboratories, Inc., an independent, wholly owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for the enterprise, e-business and service provider markets. With its ability to integrate interactions across all media types, including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience. Headquartered in San Francisco, Genesys has 43 direct sales offices worldwide. For more information please visit Genesys at http://www.genesyslab.com or call 888/GENESYS (in the U.S.).