Healthcare Experts Detail How Technology Helps Meet Shifting Customer Expectations and Change How Healthcare Consumer Services Operate SAN FRANCISCO, May 16 /PRNewswire/ -- Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA; Paris: CGEP.PA), said today they are teaming with Microsoft to deliver vertical solutions for the healthcare industry; with key technology integration, including Microsoft Dynamics CRM 3.0 and the Genesys Customer Interaction Management Suite; built on Microsoft Windows Server System and Microsoft SQL Server 2005. Genesys will focus on micro vertical segments including pharmaceutical, hospitals, managed healthcare and healthcare provider. In addition to providing leading technologies, Microsoft and Genesys have organizations with vertical expertise that can provide a high degree of consultation for customers. Key areas of focus include how the evolution of technology-based, consumer-centered models requires healthcare service providers to look to new tools and techniques to improve agent productivity, implement effective customer service, maintain cost management processes and achieve target margins. "Working with industry-leading partners such as Genesys is important to meeting the needs of our mutual customers," said Robert Bernard, general manager of the Global ISV Group at Microsoft Corp. "By delivering industry-relevant business applications on Microsoft platform technologies, Genesys and Microsoft enable our healthcare customers to extend their investments in IT infrastructure, improve their communications systems and make critical business decisions more quickly." To help further this message, on May 16, 2006, Genesys, Microsoft and Forrester Research will host a webcast titled, "Transformation Trends for Consumer Services in Healthcare Today" to address recent technology trends that are changing how call centers operate on a day-to-day basis within the healthcare industry, including ways to implement an effective multi-channel customer service strategy and -- ultimately -- build profitable and loyal relationships. "There are a variety of pressure points transforming customer service in the healthcare industry, including rising demand for consumer information and communication, complex new regulations and programs, and cost-containment burdens," said Brad Holmes of Forrester. "If a company is to evolve its operations to address these needs, it's critical to understand the tools and processes available to improve them." "As consumers assume greater responsibility for their health and their healthcare finances, they will expect health plans to reciprocate with ever-better levels of service. Genesys brings health plans the adaptive and interoperable infrastructure, components, and experience that health plans need to get ahead of the growing service expectations of members' employer groups and providers," said Dennis Schmuland, director, U.S. Healthcare & Life Sciences Health Plan Industry Management, Microsoft Corporation. In addition to leveraging their combined customer care expertise, Microsoft and Genesys have also invested in tightly integrating their technology platforms. As part of their collaboration, Microsoft and Genesys developed a Genesys Gplus adapter to smoothly integrate Microsoft Dynamics CRM 3.0 with the Genesys 7.2 Customer Interaction Management Suite to support any customer interaction over the Web, e-mail, phone, voice self-service and other channels, spanning traditional telephony to IP environments. To learn more about the upcoming event, "Transformation Trends for Consumer Services in Healthcare Today" visit http://www.bulldogsolutions.net/GenesysLab/GTL05162006/frmRegistration.aspx?bd ls=4056 http://list.sourcemedia.com/t/3789735/49297888/380742/0/ About Genesys Telecommunications Laboratories, Inc. Genesys, an Alcatel company, is 100 percent focused on software for contact centers. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3,300 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self-service, ensure that customers are quickly connected to the right resource -- the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at http://www.genesyslab.com/. About Alcatel Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks, applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 13.1 billion and 58,000 employees in 2005, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com/. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. DATASOURCE: Genesys Telecommunications Laboratories, Inc. CONTACT: David Radoff of Genesys, +1-650-466-1078, or Web site: http://www.genesyslab.com/

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