Genesys IP Contact Center Powers One of Europe's Most Advanced Contact Center Environments; Concensys Provides Outsourced IP-Based Customer Service for European Companies

Business Wire, May 8, 2002

Business Editors/High-Tech Writers

SAN FRANCISCO--(BUSINESS WIRE)--May 8, 2002

Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE:ALA) (Paris: CGEP.PA), today announced that Sweden-based Concensys, a subsidiary of Bollnas Naringslivs Center (BNC) and an emerging player in advanced IP-based contact center services, has implemented Genesys' new IP Contact Center (IPCC) Solution. Concensys will use Genesys IPCC to provide dynamic customer service solutions for companies across Scandinavia and Europe through an Application Service Provider (ASP) model.

Leveraging Genesys IPCC, which includes the functionality of Genesys Suite 6, Concensys has created a contact center "hub" where both small and large companies can find solutions tailor-made to suit their specific business and customer service needs. The hub provides individual companies, either on- or off-site, with access to the services they require, while only paying for what they actually use. Concensys chose Genesys as its IP framework provider because of Genesys' international market-leading presence, the breadth of Genesys contact center applications for complete multimedia interaction management, and the platform- and hardware-independence offered by the Genesys Suite. Concensys is already working on deploying the new solution at an international customer survey and telemarketing services firm, with several other customer prospects lined up.

Genesys IPCC allows contact center agents, regardless of their physical location, to talk to customers in real-time via Internet Protocol across the media channel of the customers' choice. This ability to integrate a distributed support organization through a single converged voice and data network was crucial to Concensys' vendor selection because, as an ASP, Concensys provides a combination of on-site and outsourced contact center facilities and staff. Thanks to Genesys IPCC, the contact center solutions developed by Concensys are unique, giving each company the freedom to choose geographical locations, services and avenues of communication that match their individual needs.

"We are deeply committed to Concensys and the idea of providing the most advanced platform for contact centers, and we have found our partner in Genesys," said Hans Dunder, CEO of Concensys.

In addition to the IP network base, Concensys has also integrated other functions from the Genesys Suite 6, including inbound/outbound interaction management, skills-based routing, multimedia Universal Queue contact management, callback, e-mail, chat and Web collaboration, as well as reporting and real-time monitoring of contact center activity and effectiveness. Combining Genesys IPCC with Concensys' fully-equipped facilities, trained personnel and proven broadband infrastructure, enables Concensys to provide every contact center service and function a company could need. Furthermore, remote agents are able to be as efficient as on-site staff thanks to the IP connection and the wealth of communication tools provided by Genesys, reducing the cost of each customer interaction while improving productivity and service levels.

About Concensys

Concensys is an Application Service Provider (ASP) for customer service solutions, and just one of the new and rapidly-expanding enterprises hosted by Bollnas Naringslivs Center (BNC). Concensys provides an established IT infrastructure with broadband links, fully-equipped offices, the recruitment of qualified service personnel and the market's most advanced customer service applications.

About Genesys

Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE:ALA) (Paris: CGEP.PA), is the leading provider of customer contact center solutions for Collaborative CRM, a critical component of a complete CRM business strategy. Genesys' integrated suite of open, infrastructure-independent solutions manages customer interactions across all media types, networks, and applications. Genesys enables personalized, cost-effective customer service and delivers a foundation for enterprise-wide business processes that generate long-term, profitable customer relationships. Headquartered in San Francisco, Genesys has offices worldwide and maintains a global network of strategic partners, including Accenture, Alcatel, IBM and IBM Global Services, PeopleSoft, SAP, and Siebel Systems. Visit www.genesyslab.com for more information.