Device Arena

Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company and its parent company both showed significant momentum in the newGartner Dataquest report “Market Share: Contact Centers, Worldwide, 2007” by Drew Kraus, June 2008.

According to Gartner, Genesys, on a standalone basis, has improved its worldwide contact center market share between 2005 and 2007, going from 6.6 percent share in 2005*, to 10.4 percent in 2006**, to 10.6 percent in 2007**. During this same period the number of contact center agent seat shipments from Genesys nearly doubled from 118,605* in 2005*, to 201,940 in 2006**, to 230,952** in 2007, according to Gartner, making Genesys the fastest growing contact center solutions vendor among the top vendors in the world over the past two years.

For the first time the report also contains market share estimates based on contact center agent revenue by manufacturer. Gartner Dataquest estimates this market is worth $2.354 Billion. Genesys, with 14.4 percent market share by revenues, is now second in this market worldwide.

Plus, when Genesys results are combined with Alcatel-Lucent’s Enterprise activities results for 2007, Genesys and Alcatel-Lucent revenues total 17.6 percent of the market based on contact center total agent revenue. These combined results strengthen the organization’s hold on the number two spot for worldwide market share as measured by contact center total agent revenue.

On a regional basis Genesys holds a top two market share position for total contact center agent shipments in 2007 in EMEA, Asia/Pacific and Latin America.

The Gartner report showed even stronger growth for software enabling Internet Protocol (IP) in the contact center, a key application that enables companies to virtualize their customer service. The Gartner Dataquest report showed IP contact center agent shipments worldwide grew by 36.9 percent between 2006 and 2007 and now represents 48.8 percent of the worldwide contact center market. During this same period Genesys nearly doubled the market growth rate – increasing its worldwide IP agent shipments by 70.5 percent (resulting in a total of 8.4 percent of the market). When Genesys’ IP agent shipments results are combined with Alcatel-Lucent’s IP agent shipments, Alcatel-Lucent now has 10.8 percent market share worldwide and holds the number three spot as measured by IP agent shipments.

“For the second year, Genesys grew its IP agent shipments market share faster than any major technology provider in 2007 ”, said Paul Segre, Genesys’ president and CEO. “And between 2005 and 2007 Genesys more than quadrupled its market share in IP agent shipments, a key indicator of its success. Genesys is a leader in the enterprises transformation to IP contact center deployments.”

*Market Share: Contact Centers, Worldwide, 2006 by Drew Kraus, April 2007

**Market Share: Contact Centers, Worldwide, 2007 by Drew Kraus, June 2008

Alcatel-Lucent