Genesys Telecommunications Laboratories, Inc. Reports Revenues
Up 68% in Second Quarter of Fiscal 1999
SAN FRANCISCO--(BUSINESS WIRE)--Jan. 13, 1999--Genesys Telecommunications Laboratories, Inc.(NASDAQ:GCTI - news) today
reported revenues of $32.2 million for the fiscal second quarter ended December 31, 1998, an increase of 68% compared to revenues of $19.1
million for the same period of the prior fiscal year.
Prior to costs associated with the acquisition of Plato Software, certain severance arrangements and the hiring of a new CEO, the Company
reported net income of $4.7 million, or $0.17 per share, for the quarter, a 305% increase over net income of $1.2 million, or $0.04 per
share, for the same period of the prior fiscal year.
Including costs associated with the acquisition of Plato Software, certain severance arrangements, and the hiring of a new CEO, the company
incurred charges of $15.5 million and recorded a loss of $10.5 million or $0.45 per share.
Commenting on results, Ori Sasson, CEO of Genesys said: ''In all respects, Genesys had a strong second quarter. We signed up 158 new
customers from 32 countries, demonstrating the strength of our products and our channels and the market's excitement about the company's
direction. Our new customers include divisions from such well-known companies as Sprint, Ford Motor Corp., Old Mutual in South Africa,
and Mercedes Europe. Some newly announced products such as the Network Interface option have already resulted in competitive wins and
displacements. Competitive wins during this quarter include Prime Co., Charles Schwab, and Teletech, among others.
''In addition to our strong financial performance this quarter, we made significant progress in strengthening our management team. We are
pleased to welcome Don Hunt as Vice President of WW Sales, David Schreffler as VP North America Sales, and Joan Beardsley as Vice
President of WW Professional Services. These key managers have proven track records growing exceptional sales and marketing
organizations. They will be instrumental in leading Genesys to the next stage as the worldwide leader for enterprise interaction management
solutions.''
Mr. Hunt joins Genesys from Informix where he served as vice president of North American sales. Mr. Hunt joined Informix in February
1997 as vice president and general manager responsible for business sales in the Eastern United States and Canada and was soon promoted to
Vice President of North American Sales. Prior to joining Informix, Mr. Hunt held the position of Vice President of the Americas at Open
Market, a provider of electronic commerce on the Internet and served in various positions at Sun Microsystems and Digital Equipment
Corporation.
Mr. Sasson added, ''I would like to thank Michael McCloskey for his contributions in building Genesys. Michael will provide support to me on
an as needed basis through a transition.''
Quarterly Highlights
The following highlights were announced or occurred since Genesys' last earnings statement:
FORD HR SELECTS GENESYS TO ENHANCE EMPLOYEE RELATIONS
Genesys announced that Ford Motor Corp. Human Resources selected Genesys for use in its Human Resources Customer Care Center (HRCC).
This center handles 115,000 calls/month from approximately 500,000 Ford employees and retirees. The HRCC marks the first major joint
implementation of call-center technology for Genesys and PricewaterhouseCoopers since the announcement in March of a strategic alliance to
work together to design and implement call-center solutions for global companies.
MERCEDES SELECTS GENESYS FOR CUSTOMER ASSISTANCE CENTER
Mercedes has selected Genesys to provide its computer telephony integration software for the Mercedes' European customer assistance center
in the Netherlands. The Genesys solution will streamline customer communications in the new call center, which will serve as a central contact
point for customers in 17 European countries. The Mercedes' European Customer Assistance Center provides customers with 24-hour service
for all emergency calls, catalog requests, price inquiries and other questions and complaints. By using Genesys' CTI software, Mercedes will
be able to deliver individual attention to each customer regardless of which media is used (i.e. telephone, fax, postal mail or e-mail). The
full-featured call center is expected to be operational with approximately 500 customer service agents by the year 2000.
OLD MUTUAL SELECTS GENESYS FOR NEW VIRTUAL CONTACT CENTER
Genesys announced that it has been selected by Old Mutual of South Africa to integrate its disparate call centers into a single point of contact
for customers. This will result in one of the largest virtual call centers established in South Africa and more efficient and flexible service for
Old Mutual's customers. ''We have a number of different lines of business operating autonomously, and we want to integrate our call centers
to provide a single, composite view of Old Mutual,'' explained Alan Geeling, information services division call center service owner for Old
Mutual. ''Using Genesys' software, we can integrate the various call centers seamlessly, so that they function as a single virtual contact point
for all of our clients. This means that calls can be transferred between centers, together with all relevant customer details and call histories, so
that agents always have all the information they need at hand to deal quickly and efficiently with queries.'' The group's Old Mutual Direct
business unit has already gone live with Genesys' inbound applications, and an additional 450-seat call center will be up and running by
January 1999. A third Old Mutual call center site dedicated to servicing intermediaries with expected completion in 18-months.
SENTO USES GENESYS E-MAIL FOR HELP DESK OPERATIONS
Genesys announced that Sento Corporation, a leading provider of outsourced IT solutions, is using Genesys E-Mail in its state-of-the-art
technical support center located in American Fork, Utah. Genesys E-Mail allows Sento agents to work in a truly blended environment by
seamlessly integrating electronic inquiries with those received by other media. Sento agents can now provide the same fast response time and
high quality of service regardless of the inquiry media type. Sento's call center was developed and implemented in partnership with U S
WEST (NYSE: USW - news). Sento chose U S WEST's totalCTI™ open-platform call center solution, which is based on the Genesys Suite,
and elected to implement the Genesys E-Mail option. The entire project was designed and implemented in less than four months. Sento expects
to initially process more than 6,000 inquiries per day via telephone, e-mail, voicemail and fax.
SPRINT PARTNERS WITH GENESYS' FOR CALL CENTER OFFERING
Genesys announced that Sprint Corporation has added Genesys' customer interaction and computer telephony software to its portfolio of call
center solutions. This enables Sprint to provide its customers with feature-rich, high performance, call center solutions to enhance customer
service. Sprint serves as a single point of contact, not only for call center solutions, but also enhanced network services (including toll-free),
customer premises equipment such as PBXs, integration services and call center outsourcing and consulting. In this agreement, Sprint will be
responsible for marketing and selling the Genesys Suite version 5.1 as part of its call center product offerings. Full implementation and
support of the Genesys Suite at the customer site will be carried out by Sprint Business Integration Services. Sprint has already successfully
implemented the Genesys solution at several customer sites. In addition, the Genesys Suite is being implemented at Sprint's own National
Business Operations Center, and at the Florida Business Customer Assistance Center. The end result is improved service for Sprint customers,
and the ability to demonstrate the Genesys solution to potential customers in a live call center environment.
GENESYS INTRODUCES NEW VOICE TREATMENT OPTION
Genesys introduced its new Voice Treatment Option, a software-based voice processing capability for more intelligent and effective call
routing and management. The Voice Treatment Option provides two key voice-processing capabilities. The first, pre-routing information
collection, enables a company to gather information about callers and forward this to Interaction Router, where it can be used to make more
effective routing decisions. The option is effective for menu/service selection and caller entered digit/data collection. The second capability,
queuing call treatment, allows a company to apply a variety of voice treatments to calls which are being ''held in queue''. These treatments can
be directed specifically, based upon caller characteristics (e.g. language spoken) as well as include more sophisticated messaging such as
informing callers of their position ''in queue''. |
