NextGen Voice

Gartner Places Alcatel-Lucent and Genesys Brand in Leaders Quadrant

By Nathesh, TMCnet Contributor

Alcatel-Lucent, has announced that the company, and its Genesys (News - Alert) brand have found a place in the Leaders Quadrant of Gartner’s new report, 'Magic Quadrant for Contact Center Infrastructure, Worldwide.'  

 

The Magic Quadrant a graphical representation of a marketplace for a specific time period. It depicts Gartner’s (News - Alert) analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner.

 

For the Magic Quadrant, both Genesys contact center solutions and Alcatel-Lucent’s (News - Alert) contact centers were analyzed individually and both were placed in the Leaders Quadrant.

 

Only high-viability vendors with broad portfolios, significant market shares, broad geographic coverage, a clear vision of how contact center needs will evolve and a proven track record of delivering contact center products are placed in the Magic Quadrant.

 

The placement does not certify every product offered by the vendor as best but acknowledges the vendor as the provider of solutions that are strong and with some exceptional capabilities.

 

Alcatel-Lucent’s Genesys brand provides software that manages customer interactions over the phone, Web and mobile devices and optimizes customer care goals through efficient use of resources.

 

Commenting on the new report, Nicolas de Kouchkovsky, chief marketing officer for Enterprise Applications for Alcatel-Lucent said, the company believes this report reflects the increasingly strategic role of contact center technology in bringing together all customer conversations.

 

According to de Kouchkovsky, their open approach and vision for extending customer care beyond the contact center and across multiple devices are key elements of their strategy for establishing Dynamic Customer Engagement.

 

 

 

 

Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.

Edited by Stefania Viscusi