Susan J. Campbell | June 15, 2009 - TMCnet Contributing Editor
Datamonitor, an independent market analysis firm, has published a report, 'Decision Matrix - Selecting an IP Contact Center Vendor,' that provides a comparative analysis of the top IP contact center vendors in the enterprise market.
Alcatel-Lucent is riding high as this vendor and its subsidiary Genesys Telecommunications Laboratories Inc., is one of only two vendors whose IP solutions have been recommended by Datamonitor on their shortlist for IP contact center selection.
“Their very strong showing in the Decision Matrix analysis demonstrates that Alcatel-Lucent and Genesys (News - Alert) are working on creating a unified culture of innovation. The companies' targeted product approach allows them to provide appropriate solutions to a wide range of enterprises, from the very small to the very large,” said Ian Jacobs, senior analyst at Datamonitor and the author of the report, in a Monday statement.
“This broad reach, combined with high technical ratings for solution features and capabilities, reliability and scalability, and vendor strategy made Alcatel-Lucent (News - Alert)/Genesys a clear choice for the Shortlist category.”
Customer service is key to any contact center and in order to remain competitive in this area, companies with legacy systems are increasingly investing in new IP-based contact center systems.
The newer systems can either be on-premise or delivers through a SaaS (News - Alert) model and offer advanced features and functionalities that are not often found in older, TDM-based systems. These new systems can not only help to cut costs, but also substantially improve customer service.
“Alcatel-Lucent's IP-based solution easily integrated into our existing call center system, and enabled us to better manage our daily operations, providing long-term OPEX (News - Alert) savings,” said Charamporn Jotikasthira, in Monday’s statement.
Jotikasthira is the Senior Executive Vice President, Chief Information Officer, Siam Commercial Bank PCL, an Alcatel-Lucent OmniGenesys customer. “With customers and call center agents alike now enjoying better quality of service, we see this as a means to becoming more competitive.”
Datamonitor assessed all companies in three categories in order to evaluate the competitive dynamics in the IP contact center sphere. Each vendor was examined based on the categories of Technology Assessment; Market Impact; and End-user Sentiment.
The Datamonitor report highlighted that Alcatel-Lucent/Genesys received the top overall score in the Technology Assessment rankings, earning especially high marks for solution features and capabilities, reliability and scalability and vendor strategy.
These findings by Datamonitor will certainly play a great role in the positioning of Alcatel-Lucent and Genesys. The contact center industry is a competitive one, especially when moving to IP-based technology. Those seeking advice on top performers will likely turn to a respected name like Datamonitor to gather the necessary information on which to base their decision.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Jessica Kostek
|| By Susan J. Campbell
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