Call centre market awards

by Samuel Quek

SINGAPORE, 09 May 2000 - Both Lucent Technologies and Genesys Telecommunications Laboratories were recipients of Frost & Sullivan's Market Engineering Awards, the first such recipients in Asia Pacific.

The winners were recognized for their performance in the competitive pan Asian call centre market.

The call centre industry is projected to triple in revenue from US$270 million to US$947 million in 2006, said Manoj Menon, industry manager of telecommunications at Frost & Sullivan.

Menon noted that both Lucent and Genesys had been diligent in their employment of competitive strategies to maintain market leadership positions.

Lucent attained the Market Engineering Leadership award, after taking the lead as a vendor in six out of nine product segments. Lucent was also noted to provide a comprehensive suite of solutions for the CRM industry.

Genesys was presented the Market Engineering Award for Market Penetration, having kept pace with the growing needs of the market, and developing technologies for the computer telephony intergration (CTI) solutions.

Genesys also has high market shares in the region's two most developed and competitive call centre markets, Australia (62%) and New Zealand (40%).