Frost & Sullivan has named
) its EMEA Inbound Contact Routing Systems Market Penetration Leader for 2009. The Frost & Sullivan Award for Market Leadership Penetration is presented each year to the company whose product innovation, marketing and sales strategies have enabled it to gain the most market share in the past two to three years.
According to Frost & Sullivan (News
) Research Analyst Joe Outlaw, Alcatel-Lucent is recognized for its clear understanding of EMEA's small- and medium-size business, or “SMB,” contact center market requirements and its equally clear vision for addressing those demands.
“The company also leverages market-leading contact center technology from Genesys (News
), a leader in customer service software, and a core part of the Alcatel-Lucent enterprise portfolio of which the company is commended for designing systems that are flexible, easy-to-use, and deliver lower cost of ownership - all critical SMB requirements,” Outlaw said.
Alcatel-Lucent's key solutions for this market include:
Alcatel-Lucent OmniTouch Contact Center Standard Edition – a mid-market, voice-only solution embedded in the Alcatel-Lucent OmniPCX Enterprise Communication Server that is positioned to meet basic contact center functionality requirements.
Alcatel-Lucent OmniTouch Contact Center Premium Edition - a mid-market, multi-media IP contact center solution that enables contact center managers to simplify operations through an all-in-one interface, or “Visual CC,” enabling drag and drop features and gives access to all the configuration, routing, real-time monitoring and reporting features for day-to-day information.
Alcatel-Lucent OmniTouch Call Center - Office Edition - an all-in-one solution for small to mid-sized businesses designed to enhance customer relationship management and grow with the company's needs.
“Alcatel-Lucent understands that SMB environments must respond to the dynamics of today's businesses by providing ease of use, automatic agent license increases, and by enabling agents or enterprise users the ability to log into the contact center from any phone, either on or off the enterprise campus,” Outlaw said.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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Frost & Sullivan released a new report titled, “World Visual Collaboration Managed Services Markets,” which found that the market earned $82.7 million in 2008. And by 2015, it is projected to grow to $938.3 million, increasing at a compound annual growth rate of 162.4 percent.
Edited by Kelly McGuire