Alcatel-Lucent has been placed in the leaders quadrant of the recently published Gartner, report "Magic Quadrant for Contact Center Infrastructure, Worldwide."
According to the report, "Gartner defines contact center infrastructure as the products (equipment, software and services) needed to operate call and contact centers. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers, and other types of structured communications operation. The interactions can be human-assisted or automated self-service, using interactive voice response (IVR) and speech recognition technologies, for example. These channels for interaction use both live agents and messaging technology, and include voice, Web, e-mail, instant messaging, chat, video and mobile devices."
Alcatel-Lucent, when including its Genesys business unit, was ranked No. 2 in worldwide contact center infrastructure end user revenues market share based in 2007 with a combined share of 17.6 percent.
