"Support for Internet Protocol voice infrastructure is more common across Europe, but parts of Eastern Europe, considered as emerging markets, are providing new opportunities for growth driven by strengthening economies and an influx of contact centre outsourcing business. While the Western European market is ripe for system replacements as enterprises further their customer-service centric business goals," said Tom Burns, COO for Alcatel-Lucent's Enterprise activities.
"Enterprises can choose either Alcatel-Lucent OmniTouch Contact Center or Genesys solutions and know they are choosing a leading solutions provider. Both deliver superior customer service capabilities while driving operational efficiencies through innovative technology, easy to use features and performance," added Tom Burns.
According to the Gartner report, "Contact centres require a wide range of functions, architectures, features and services. Three major approaches to contact centre architecture are best-of-breed components, all-in-one bundled suites and service-based solutions. These are offered as time-division multiplexing (TDM) circuit-switched solutions, IP telephony solutions, or as a hybrid of the two."
According to the Gartner report, "Leaders are high-viability vendors, with broad portfolios, significant market share, broad geographic coverage, a clear vision for how contact centre requirements will evolve, and a track record of delivering contact centre products. They are well positioned with their current product portfolios and are likely to continue to deliver leading products. Leaders do not necessarily offer the best-of-breed solution for every requirement. Overall, however, their products are strong and often have some exceptional capabilities. Additionally, these vendors provide solutions that present relatively little risk."