Genesys Announces Results of Customer Innovation Awards Program

13 Companies Recognized for Outstanding Customer Service in Dynamic Environments

At G-Force San Diego, Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), announced the results of its second annual Customer Innovation Awards program to recognize outstanding customer service through the innovative use of technology in highly dynamic environments.

Genesys started accepting nominations for the Customer Innovation Awards in November 2006 and more than 240 organizations worldwide nominated themselves or were nominated by their deployment partners or Genesys field- staff. A short list of thirteen finalists was invited to present in-person to an independent panel of judges in San Francisco, Paris and San Diego.

The independent judging panel was made up of two dozen industry experts who specialize in customer service, including analysts from IDC, Forrester, Datamonitor, Yankee Group, Opus Research, COMMFusion, Jamison Consulting, McGee-Smith Analytics and Frost & Sullivan.

  Nominees were assessed on four key criteria:

   *    Innovating in a dynamic and challenging environment;
   *    Optimizing service via technology and business processes;
   *    Improving the overall customer experience;
   *    Leveraging contact centers and customer service strategically.

Organizations were eligible for an award based on their degree of achievement of these key criteria which relate to the four phases of the Genesys Contact Center Capability Maturity Model: establishment phase, consolidating phase, performing phase and optimizing phase. Organizations that demonstrated high performance in all four key criteria were considered to be in the 'optimizing' phase of the Contact Center Capability Maturity Model and received a "4-Star" award, while companies in the 'performing" phase received a "3-Star" award. One consistent scoring result across all of the finalist organizations was a high strategic alignment of contact center and customer service goals.

The following companies were recognized with a "4-Star" level of achievement:

   *    FinecoBank, the leading direct bank and number one broker in Italy
        (www.fineco.it), received the highest marks in the category of
        leveraging IP, using new modes of delivering customer service and
        setting innovative new performance metrics;
   *    iiNet, one of Australia's Internet service pioneers
        (www.iinet.net.au), was nominated for vast improvements in
        productivity, service levels, sales and customer service;
   *    Ladbrokes plc, the world's leading sports betting and gaming company
        (www.ladbrokes.com), received top rankings in efficiency, financial
        performance and customer satisfaction;
   *    Scotiabank, one of North America's leading financial institutions
        and Canada's most international bank (www.scotiabank.com), received
        its highest marks for multi-channel integration, proactive customer
        service and streamlined optimization;
   *    Yahoo! Inc., a leading global Internet brand and one of the most
        trafficked Internet destinations worldwide (www.yahoo.com), emerged
        as the best at extending the boundaries of the contact center and
        creating virtual contact centers across multiple sites using new

The following companies were recognized with a "3-Star" level of achievement:

   *    Aeroplan, Canada's premier loyalty marketing company
        (www.aeroplan.com), was the leader in voice self-service and
        proactive customer service;
   *    AXTEL S.A.B. de C.V., a Mexican telecommunications company
        (www.axtel.com.mx), achieved top-level ratings for improved
        financial performance and the integration of automation and human
   *    eircom, Ireland's largest telecommunications supplier
        (www.eircom.com), demonstrated a high level of innovation with voice
        response, multiple self-service options and ROI all rating highly;
   *    Houston 311, a service helpline supporting over two million
        residents in the city of Houston, Texas (www.houstontx.gov), was the
        first public sector organization to achieve finalist status and was
        praised for their ability to integrate multiple organizations to
        create a positive customer experience;
   *    Nomura Securities Co., Ltd., the leading securities and investment
        banking company in Japan (www.nomura.co.jp/), highlighted its use of
        IP which improves service speed and quality, and enhances business
        efficiencies that foster dynamic cooperation between branch offices
        and contact centers;
   *    SalesForce Australia, the largest and fastest growing telephone
        sales and customer development company in Australia
        (www.salesforceaustralia.com), achieved perfect ratings within
        several scoring elements and was noted for its focus on customer
        satisfaction and optimization of agent skills and work modes;
   *    T-Mobile Germany, the leading provider of mobile communication
        services in Germany and the largest company within the T-Mobile
        International group (www.t-mobile.de), was recognized for its
        business process strategy, extending access across the organization
        and overall customer satisfaction;
   *    United Airlines, one of the largest international carriers based in
        the United States (www.united.com), showcased innovative use of one
        of the largest speech-enabled interactive voice response
        applications today.

"The Genesys Customer Innovation Awards program recognizes organizations that deliver great customer service despite the challenges of dynamic contact center environments," said Wes Hayden, president and CEO, Genesys. "Every organization received a top score in at least one scoring element and we congratulate them all for their commitment to delivering a positive customer experience. They treat their contact centers as strategic opportunities, linking customer service to business success."

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com/

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SOURCE: Genesys Telecommunications Laboratories Inc.

CONTACT: David Radoff of Genesys, +1-650-466-1078,
[email protected]