Annual Contact Center Conference Offers Tools and Strategies for Improved Contact Center Operations, Product Training and Certification

Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA; Paris: CGEP.PA), today announced details for its annual user conference, G-Force 2005, to be held May 23-25, 2005, at the Loews Miami Beach Hotel in South Beach, Fla.

G-Force is the premier learning and networking event for CEOs, contact center managers, IT professionals, and customer service and business executives looking for innovative, high-return solutions to manage interactions across the enterprise, reduce customer frustration and increase contact center productivity. The 2005 conference features general sessions and panels on communications strategy, Genesys product breakout courses and case studies from leading companies that have implemented open platform, best-in- class call center solutions.

Wes Hayden, chief executive officer of Genesys, will open the conference on Tuesday with commentary on new technologies impacting business communications, as well as the Genesys roadmap for 2005. On Wednesday, Genesys' chairman Ad Nederlof will discuss open platform software and the effects that it has on businesses' bottom line. This year's keynote speaker is humorist Dave Barry, who will highlight the comical side of customer service interactions on Wednesday.

"This year's G-Force agenda digs deep into topics that are top priorities for those in the customer service industry," said Wes Hayden. "Discussions will focus on recent advancements in IP, managed services, agent productivity, virtualization and self-service, among other topics. G-Force offers an exciting opportunity for those interested in learning more about open platform solutions that Genesys provides to businesses that are on the fast track to improving relationships with customers, business communications and overall value."

During the conference, Genesys and more than 50 industry leaders will give nearly 1,400 attendees a chance to evaluate the industry's broadest collection of open, platform-independent contact center solutions and integrated capabilities. The G-Force Partner Pavilion will feature companies including IBM, Microsoft, Verizon, iGate, NextiraOne and others serving the industry.

  G-Force Topics:
  -- IP Telephony in the Contact Center: It's no longer a case of when, but
     how. How are you going to make the transition to IP and how will IP
     impact your business?
  -- Sourcing: The industry is moving toward a sourcing and managed service
     model. How can you leverage and control sourcing options for your
     agents and technology?
  -- Agent Productivity: Studies have shown that customer satisfaction and
     agent productivity are closely connected. How can you turn your agents
     into heroes who are more efficient and effective?
  -- Integrated Self-Service: Customers are demanding better self-service --
     they want to be able to complete transactions on their own. How do you
     seamlessly blend self-service with assisted self-service?
  -- Better Customer Service: It's a paradox - how do you reduce capital and
     operational expenditures, while improving customer service at the same
     time?
  -- Integrating the Enterprise: It's time to virtualize your enterprise and
     integrate all channels. How can you take your contact center to the
     next generation and manage interactions across the enterprise?

G-Force will close with its annual "Education Day" on Thursday, offering training workshops on: Genesys Customer Interaction Management (CIM) inbound voice architecture and sizing; Genesys Voice Platform (GVP) Enterprise Edition installation, configuration and operation; troubleshooting; and contact center technology technical tips.

For more information on Genesys and G-Force, go to www.genesyslab.com. To register for G-Force, go to www.genesysevents.com/gforce2005.

Members of the press interested in attending G-Force Media / Analyst Day should contact Krista Ulatowski at +1-612-455-1728, [email protected].

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource -- the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com.

About Alcatel

Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com/ .

SOURCE: Genesys Telecommunications Laboratories, Inc.

CONTACT: Amy Fisher of Genesys, +1-612-455-1773, or [email protected]