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To: zbyslaw owczarczyk who wrote (2450)	9/25/2000 11:05:27 AM
From: zbyslaw owczarczyk	Read Replies (1) \| Respond to of 3891

Genesys Enables More Complete Customer View G-Plus Strategic Initiative to Link Real-Time Customer Knowledge Across All Touch Points and Customer-Centric Applications SAN FRANCISCO--(BUSINESS WIRE)--Sept. 25, 2000--Genesys Telecommunications Laboratories, Inc., an independent wholly owned subsidiary of Alcatel (NYSE:ALA - news) and the leading provider of infrastructure independent multimedia contact center solutions, today announced a strategic initiative aimed at linking its contact center solutions with leading e-business applications, e-commerce platforms, and traditional customer relationship management (CRM) software. With its new G-Plus line of solutions, Genesys plans to more effectively integrate customer-centric applications and business processes with the contact center to help businesses drive more appropriate levels of service and build lasting, profitable customer relationships. Genesys' today also announced its first G-Plus offering with BroadVision®, linking the company's One-To-One applications with Genesys' solutions for greater personalization between contact centers and the web (See related release). ``As customer relationship management evolves from technology to an overall business philosophy, our customers are understanding the value of integrating not just enterprise touch points, but also the valuable customer knowledge and business processes across contact centers, e-business platforms, and traditional CRM applications,'' said Laurent Philonenko, chief technology officer, Genesys. ``Without real-time sharing of customer and business intelligence across applications, the overall customer experience is disjointed and incomplete. With our G-Plus strategic initiative, our goal is to truly complete the customer view with integrated offerings that leverage our contact center solutions.'' ``Despite industry-wide claims, no single vendor completely manages the customer experience, said Matt Cain, vice president, Web and Collaboration Strategies, The META Group. ''As the applications that drive overall customer relationships and personalization continue to evolve and become more closely integrated, commitments like those of Genesys' to working with complimentary application providers offers businesses a ``real-world'' approach that delivers more complete customer relationship management solutions.`` G-Plus Encompasses Long-Term Objectives Customer contact centers are playing an increasingly strategic role in managing overall customer relationships and business processes. The introduction of the G-Plus initiative is the first step Genesys is taking to link contact center activity and intelligence with complimentary applications. Specifically, the G-Plus initiative supports the following long-term objectives: Closing the loop in communications between today's four main enterprise touch points -- contact center, web site, field sales and service, and brick and mortar storefronts. Gathering and analyzing customer intelligence at every touch point and customer-centric application for business rules-based flow of communications and work processes. Integrating in-context or real-time customer intelligence from each and every interaction to drive service levels and personalized communications. ``Genesys provides an essential piece of the customer view, but building a complete customer view requires applications integration and a sharing of knowledge and processes -- not having one application pretending to be the universal source for customer information,'' concluded Philonenko. ``Maintaining an open approach, our G-Plus initiative is about making the complete customer view a real possibility for businesses.'' About Genesys Genesys Telecommunications Laboratories, Inc., an independent wholly-owned subsidiary of Alcatel, pioneered the field of Computer Telephony Integration (CTI) and today is the leading provider of infrastructure-independent contact center solutions for the enterprise, e-business and service provider markets. With its ability to integrate interactions across all media types, including the web and traditional voice, Genesys helps businesses provide a consistent customer interaction experience. Headquartered in San Francisco, Genesys has 43 direct sales offices worldwide. For more information please visit Genesys at genesyslab.com or call 888/GENESYS (in the U.S.). Contact: Genesys Pete Wermter 415/437-1184 pwermter@genesyslab.com