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Genesys Teams With Merced Systems to Extend Reporting, Performance Management of Genesys Customer Interaction Management Suite

Posted on: Wednesday, 27 June 2007, 06:01 CDT

REDWOOD SHORES, Calif., June 27 /PRNewswire-FirstCall/ -- Merced Systems, the leader in customer operations performance management applications, today announced it has partnered with Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), to integrate the Genesys 7.5 Suite of software with the Merced Performance Suite. The integration of the two key platforms for customer service will enable contact centers to optimize their responsiveness and improve performance. The integrated suites are available immediately and the two companies will also jointly offer the systems under a co-selling agreement.

The combined systems leverage Genesys as the core platform and data source to orchestrate customer interactions across the web, through the contact center and via mobile devices, while using Merced Systems' performance management capabilities to measure and optimize operations. By unifying Genesys data with Merced Performance Suite, the two systems can deliver more sophisticated scorecards, analytics, and fully integrated workflow, and enterprise customers will be able to improve their customer service more quickly, and create a culture of continuous improvement.

Genesys, the world's leading software platform for customer interactions, leverages customer information and analytics models to orchestrate and improve business processes applied to customer service across all channels. Used by the largest customer service organizations in the world, Genesys captures millions of interactions each day, creating an integrated source of web, voice self-service, and assisted-service interactions.

Merced Performance Suite is the most advanced, fully integrated performance management application on the market. Designed from the ground up to turn customer operations into higher performing, data-driven functions, Merced Performance Suite integrates data from disparate sources while delivering advanced analytics, personalized dashboards, and critical workflows to every employee in the operation -- from front line agent to executive.

"Merced is a leader in performance management software for contact centers," said Steve Rutledge, vice president of product marketing for Genesys. "By integrating these two suites, which are typically deployed together, we can streamline the implementation process for our customers and tap into the core strengths of each of our products," Rutledge added.

"We're proud to be collaborating with Genesys," said Matt Glickman, Merced Systems' CEO. "We look forward to providing Genesys customers easy access to the critical operational insight they need to make better, fact-based decisions at every level of the operation."

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 http://www.genesyslab.com/ or visit the industry blog at http://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/

About Merced Systems

Merced Systems is the leading provider of customer operations performance management applications to contact centers, field service, channel, and back-office operations. Merced Systems' award winning products serve Fortune 100 and smaller customers in a variety of different industries including Banking, Brokerage, Insurance, Consumer Credit, Telecommunications, Healthcare, High Technology and Consumer Goods. With integrated dashboards, reports, analytics, workflow, and data integration, over 100,000 people worldwide use Merced Systems' products to drive performance improvement in their customer operations. A privately held venture capital-backed company based in Redwood City, CA. Merced Systems has grown profitably at over 100% annually for the past four years. For more information on Merced Systems, please visit http://www.mercedsystems.com/.

Genesys Telecommunications Laboratories, Inc.

CONTACT: Mark Gally of Merced Systems, +1-650-486-4052,mgally@mercedsystems.com; or Leigh Anne Varney of Varney BusinessCommunication, +1-415-387-7250, la@varneybusiness.com, for GenesysTelecommunications Laboratories, Inc.; or David Radoff of GenesysTelecommunications Laboratories, Inc., +1-650-466-1078,dradoff@genesyslab.com

Web site: http://www.genesyslab.com/http://www.alcatel-lucent.com/http://www.mercedsystems.com/

Source: PRNewswire-FirstCall

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