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| Genesys named leader in voice portal market A new report from Gartner Dataquest shows Genesys Telecommunications Laboratories, an Alcatel company, continues to lead the voice portal market on a worldwide basis, with a 12.5 percent market share and a gap of 2.3 percent over the nearest vendor (Market Share: Voice Response Systems, Worldwide 2004, S. Cramoysan and D. Kraus, January 2006). While the market continues to be highly fragmented and competitive, Genesys extended its market share lead from 1.7 percent to 2.3 percent in the report that was issued in late January 2006, and compares the 2003 market with 2004. The Gartner report found that the voice portal market grew by almost 68 percent, with the proprietary interactive voice response (IVR) market falling by about 12 percent. The voice portal market grew from 23 percent in 2003 to 36 percent in 2004. Another key finding was a shift toward open, standards- based voice portal platforms and away from proprietary platforms. Genesys' market presence is based on the success of its Genesys Voice Platform (GVP), an open-standards software solution that leads the industry for speech self-service technology. GVP provides high performance call processing and media services for the development and deployment of voice applications -- extending automated self-service far beyond the limits of traditional IVR capabilities. Self-service can be a valuable tool for contact center managers to improve customer service metrics and build brand loyalty with consumers. "The contact center is still the most underutilized of all strategic assets for most companies. A key trend that is fueling our success is the enterprise need to better leverage existing investments in technology, telephony equipment, and customer information without having to rip and replace," said Elliot Danziger, chief technology officer for Genesys. "The success of our voice portal business shows that enterprises are seeking a path to tap into these assets," Danziger commented. write your comments about the article :: © 2006 Networking News :: home page |