Genesys moves to MQ Leader quadrant in Web customer service


Genesys has come a long way from just a CTI technology provider to a full-blown customer service technology company (as I’ve covered here and here previously). It’s evident that customer service today means more than just inbound voice calls, or the traditional voice self-service channel. Savvy customers today will also use social media, Web chat, or online knowledge base, or any combination of these, to find the answers they need.

That’s why it’s noteworthy that Genesys is now considered by Gartner to be a leader in Web customer service (WCS), according to its latest Magic Quadrant report. Other peers in this quadrant include RightNow and eGain, which makes things a bit more interesting as RightNow is also a Genesys BFF (however, the middle “F” being “frenemy“).

Of course, to me the best part of the report is actually in the “Cautions” section of the company profile:

  • The legacy knowledge management solution from Genesys is not very strong: therefore, the partner has partnered with InQuira to fill this product gap. Genesys does, however, provide Tier 1 support for the InQuira product, and there is no multivendor contract necessary, because you can buy the InQuira solution from Genesys.
  • Genesys does not have a virtual assistant solution, but has partnered with Oddcast. Unfortunately, no references were using the Oddcast virtual assistants on top of the InQuira knowledge base in a Genesys environment, so this combination is still unproved.
  • Multichannel recording and playback functionality has been as strong as some of the other WCS providers, but Genesys concluded an agreement with Zoom International at the end of January 2010 to provide Internet Protocol (IP) recording and quality management functionality, and is busy extending the product capabilities to capture Web activities, with a targeted release later in 2010.
  • Customer references still reported challenges with engaging the correct people for support in the Genesys organization, but Gartner expects that a key initiative on the way in customer management should help service difficulties disappear toward 2011.

I’m surprised that InQuira got mentioned in the report but not Lithium Technologies which has been more publicized in recent news coverages. And it was odd that Oddcast made it into the report when no references were using its product.

Not surprised at the quality management bit since that’s always been a weakness of Genesys. The good news? It’s doing something about it. The bad news? It requires a partner (or maybe this is good news too).

Also not surprised about the technical support frustrations still felt by its customers. This is still a challenge? It was already frustrating dealing with Tech Support when I implemented my first Genesys project more than five years ago. The fact that it’s still being reported — even by Gartner research — is somewhat disappointing. The irony remains that this customer service tech company has customer service problems. This ought to be the top priority for Genesys for the remainder of this year simply because it’s gone on for far too long.

Here’s the press release:

Paris, September 22, 2010 Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that its Genesys customer service solution has been placed in the leaders quadrant of the recently published Gartner “Magic Quadrant for Web Customer Service,”¹ authored by Johan Jacobs. The report evaluates the maturing market for Web-based customer service offering which includes serving multichannel customer service strategies.

Customers increasingly rely upon the Web, mobile and growing social media channels. The Genesys eServices suite offers an expanded solution for customer service and sales. These products, built upon the Genesys G8 platform, enable cross channel conversations and deliver a consistent experience as customers transition across voice and non-voice channels.

“Businesses today are aware that engaging with customers across multiple channels is key to growth and exceeding expectations. The Genesys solution embraces and integrates the variety of ways customers communicate, delivering the ability for enterprises to drive cross-channel conversations with their customers,” said Nicolas de Kouchkovsky, Chief Marketing Officer, Enterprise Applications for Alcatel-Lucent.

According to the Gartner report, “leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of WCS on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organization’s competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich WCS suites that can be deployed and supported globally, and have at least five of the seven WCS framework components supported as an OEM solution.”

Gartner’s “Magic Quadrant for Web Customer Service” report is available compliments of Genesys at the following link: http://www.genesyslab.com/news/analysts-coverage

More information about Alcatel-Lucent Genesys eServices solution is available online.

1Gartner “Magic Quadrant for Web Customer Service” by J. Jacobs. September 10, 2010.

About the Magic Quadrant
The Magic Quadrant is copyrighted September 10, 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Alcatel-Lucent Genesys
Genesys software solutions from Alcatel-Lucent manage customer interactions over phone, Web and mobile devices. The Genesys software suite handles customer conversations across multiple channels and resources – self-service, assisted-service and proactive outreach – fulfilling customer requests and optimizing customer care goals while efficiently using 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 leverage their entire organization, from the contact center to the back office, while dynamically engaging their customers. For more information, go to www.genesyslab.com.

About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) is the trusted transformation partner of service providers, enterprises, strategic industries such as defense, energy, healthcare, transportation, and governments worldwide, providing solutions to deliver voice, data and video communication services to end-users. A leader in fixed, mobile and converged broadband networking, IP and optics technologies, applications and services, Alcatel-Lucent leverages the unrivalled technical and scientific expertise of Bell Labs, one of the largest innovation powerhouses in the communications industry. With operations in more than 130 countries and the most experienced global services organization in the industry, Alcatel-Lucent is a local partner with a global reach. Alcatel-Lucent achieved revenues of Euro 15.2 billion in 2009 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow us on Twitter: http://twitter.com/Alcatel_Lucent.

Alcatel-Lucent Press Contacts

Peter Benedict Tel: + 33 (0)1 40 76 50 84 peter.benedict@alcatel-lucent.com
Tracy Dupree Tel: + 1 818 878 4906 tracy.dupree@alcatel-lucent.com

Alcatel-Lucent Investor Relations

Frank Maccary Tel: + 33 (0)1 40 76 12 11 frank.maccary@alcatel-lucent.com
Don Sweeney Tel: + 1 908 582 6153 dsweeney@alcatel-lucent.com
Tom Bevilacqua Tel: + 1908-582-7998 thomas.bevilacqua@alcatel-lucent.com
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