Advanced Self-Service and IP/SIP Panels to Highlight Premier Customer Service Event

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA; Paris: CGEP.PA), today announced details for its annual user conference, G-Force 2004, April 26-28 at the Sheraton New York Hotel and Towers.

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This year's edition of the contact center and customer service industry's premier learning and networking event will be highlighted by "industry expert" panel discussions and presentations focused on advanced speech self-service solutions, managed call center services and two of the most exciting technologies available for customer service initiatives: Internet Protocol (IP) and Session Initiated Protocol (SIP). In addition, Gino P. Menchini, Commissioner, New York City Department of Information Technology & Telecommunications will discuss the city's highly-acclaimed 311 project. As always, Genesys executives and global customers will examine vital trends and best-in-class contact center solutions via general sessions and ROI case study tracks.

Panel: Speech Self-Service Applications

Datamonitor analyst Robin Goad will moderate a panel discussion "How Open Standards are Transforming the World of Voice Applications" at 8:30 a.m. on Wednesday. Industry leaders including Verizon, IBM, Apptera, VoiceObjects and Unveil Technologies will discuss the latest innovations driving next-generation voice applications. The topics examined will cover the benefits of VoiceXML in developing self-service applications, trends in the contact center and enterprise, and perspectives on how the marketplace is evolving.

Genesys attendees will preview robust speech self-service applications developed on Genesys Voice Platform. These applications, built by Genesys' developer partners, include solutions designed with specific vertical markets in mind as well as those designed for specific uses such as help desk and order confirmation self-help.

Panel: IP/SIP in the Contact Center

Following in the wake of the growing demand for IP network-based enterprise solutions, SIP technology has the potential to fundamentally advance the contact center industry. SIP creates new business models for service providers to deliver contact center applications on demand as a network-based service. By allowing a location-independent contact center, customer inquiries originating anywhere around the globe can be transported inexpensively over an IP backbone to local or distant support centers.

META Group program director Larry Velez will lead the IP/SIP panel discussion on Wednesday from 10:45 - 1:00 a.m. The panel will feature Dr. Henry Sinnreich, distinguished member of engineering at MCI, author and the recognized father of SIP, as well as representatives from leading telecommunications and financial services organizations who have implemented IP telephony solutions.

Presentation: Managed Services

On Wednesday at 1:30 p.m. leading telecommunications carriers and service providers will showcase how they offer Genesys call center software as a hosted, pay-per-use service to end-user enterprises. Managed Services customers will also present in various breakout sessions the cost-saving and operational benefits gained from levering a hosted call center solution.

"Once again, we have packed our G-Force agenda with the industry experts, partner companies and real-life implementation case studies our customers need to plan, model and roll out advanced contact center service solutions," said Laurent Philonenko, president and CEO of Genesys. "Whatever the service challenge -- from improving call response times to multi-channel management to IP telephony and self-service implementations -- Genesys offers the right technology to support smart business communication strategies. G-Force is the place to learn and network as we continue to lead the industry's development of next-generation customer service technologies that deliver real bottom-line business value."

For more information on Genesys and G-Force, go to www.genesyslab.com. To register for G-Force, go to http://genesysevents.com/gforce2004/ . Members of the press interested in attending sessions of G-Force should contact Dana Dye at 415-437-1078, [email protected].

About Genesys Telecommunications Laboratories, Inc.

Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource -- the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.

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SOURCE: Genesys Telecommunications Laboratories, Inc.

CONTACT: Dana Dye of Genesys, +1-415-437-1078, or
[email protected]