Alcatel-Lucent and its call centre company Genesys Telecommunications Laboratories both showed significant momentum in a new Gartner Dataquest report “Market Share: Contact Centres, Worldwide, 2007” published last month June 2008.
Comparing this year’s Gartner report to retrospective figures from Gartner, Genesys, on a standalone basis, has improved its worldwide contact centre market share and increased its contact centre total agent shipments in the period between 2005 and 2007, going from 6.6 per cent share in 2005, to 10.4 per cent in 2006, to 10.6 per cent in 2007.
During this same period the number of contact centre agent seat shipments from Genesys nearly doubled from 118,605 in 2005, to 201,940 in 2006, to 230,952 in 2007, according to Gartner, making Genesys the fastest growing contact centre solutions vendor among the top vendors in the world over the past two years.
For the first time the report also contains market share estimates based on contact centre agent revenue by manufacturer. Gartner Dataquest estimates this market is worth $2.354 billion. Genesys, with 14.4 per cent market share by revenues, is now second in this market worldwide.
In addition, as a subsidiary of Alcatel-Lucent, Genesys also collaborates within Alcatel-Lucent’s Enterprise Business Group on complementary products designed for the mid-market. When Genesys results are combined with Alcatel-Lucent’s Enterprise Business Group results for 2007, Genesys and Alcatel-Lucent revenues total 17.6 per cent of the market based on contact centre total agent revenue. These combined results strengthen the organisation’s hold on the number two spot for worldwide market share as measured by contact centre total agent revenue.