Recently I wrote that Genesys is transforming itself from a near-pure-play CTI/call routing vendor into an agent performance and customer experience management vendor. If you look at its parent company, Alcatel-Lucent, you can begin to understand why. Alcatel-Lucent has three basic businesses – voice networks, data networks and Genesys. Its 2010 results show that voice represents 48 percent of the business, data 21 percent and Genesys 31 percent; growth came from its data networks and Genesys units. Indeed, Genesys saved the day for the 2010 results with “a major turnaround” in the fourth quarter; otherwise one suspects 2010 would have been flat at best. Genesys’ success came not from its traditional communications businesses but from its newer intelligent workload distribution (iWD), workforce management optimization (WFO) and analytics services.
Topics: Customer Experience, Lucent, Operational Performance, Cloud Computing, Call Center, Contact Center, Contact Center Analytics, CRM
