Genesys Telecommunications Laboratories, Inc., a wholly-owned subsidiary of Alcatel (NYSE: ALA; Paris: CGEP.PA), today announced that it received the CRM Excellence Award from Customer [email protected] Solutions Magazine. The award was recently announced in the July 2002 issue of the publication.

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Genesys was selected by Customer [email protected] Solutions based on its customer success story with Nordea Bank. By utilizing Genesys Interaction Management Framework and Genesys Enterprise Routing Solution, Nordea maximized contact center efficiency in its 13 contact centers across four countries. The implementation helped to reduce costs and support the entire banking and sales operations more effectively by enabling Nordea to handle more calls with the same number of agents.

"Our editors selected Genesys for their innovation and vision, as well as for the outstanding impression they've made amongst market constituents," said Rich Tehrani, president and group editor-in-chief of Technology Marketing Corporation. "The CRM Excellence award is designed to honor companies with innovative products that have furthered Customer Relationship Management. We are pleased to award Genesys our highest honor in recognizing their exemplary contribution to the industry."

"Genesys' success has been and always will be based on the business value we deliver to our customers. Our multi-media contact center solutions translate into more profitable customer relationships for our enterprise clients," said Nicolas de Kouchkovsky, senior vice president, business development and strategy, Genesys. "It is a pleasure to be honored for our vision and contributions to the CRM market, and we look forward to continuing our lead in contact center solutions."

The Genesys Suite 6 is an integrated set of contact center and interaction management solutions, including Enterprise Routing, Network Routing, Workforce Management, Outbound Contact, Internet Contact and Universal Workflow. In combination, these capabilities create a Universal Queue framework for maximizing contact center resources and aligning them with strategic business goals for delivering enhanced customer service at reduced costs. Genesys also provides G-plus adapters that directly and easily integrate Genesys solutions with leading CRM suites, such as Siebel, PeopleSoft and SAP.

About Genesys

Genesys Telecommunications Laboratories, Inc., a wholly owned subsidiary of Alcatel, 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, Siebel Systems and Verizon. Visit http://www.genesyslab.com/ for more information.

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SOURCE: Genesys Telecommunications Laboratories, Inc.

CONTACT: Dana Dye of Genesys Telecommunications Laboratories, Inc.,
+1-415-437-1078, or [email protected]; or Sabrina Reich of Horn Group,
Inc., +1-415-905-4037, or [email protected], for Genesys Telecommunications
Laboratories, Inc.