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Leading Integrated Customer Support Solutions Provider Leverages Genesys Solutions to Offer Seamless Business Process Outsource Services Globally

Openoutsource.com : New Delhi -21 March 2005 - Genesys Telecommunications Laboratories, Inc. (an Alcatel company) today announced that iSmart Panache, Inc., a leading business process outsourcer specializing in integrated customer support solutions for technology companies, will deploy Genesys' open platform and standards-based solutions in India to improve operational efficiency, transparency and global reach for its customers.

With fierce competition in the business world, companies are increasingly outsourcing internal business processes in order to capture costs and create efficiency. Enterprises that choose to outsource key business processes, like customer service, need to assess how they can overcome the geographical barriers, using technology to communicate effectively and to manage remote teams to ensure high-quality service. Leveraging Genesys technology, iSmart will offer customers next-generation off shoring solutions, tightly integrating its contact center systems with customer systems, and so becoming an integral part of an enterprise's in-house customer interaction processes.

iSmart will also soon join Genesys' Business Process Outsourcer certification program, an initiative that Genesys is undertaking to ensure that the 3000 Genesys customers around the world including 8 of the 10 largest banks and 5 of the 6 largest financial services companies can be confident of their outsourcers ability to provide a next generation outsource solution that can operate as an extension of the enterprises in-house contact center.

"iSmart Panache's goal is to be seen as a true partner to our customers - leveraging technology advancements, best practices and global sourcing to enable the success of their customers ," said Doug Holden, Chairman iSmart Panache, Inc. "It is increasingly clear that customers are demanding a dimension of service value beyond just that of cost arbitrage through outsourcing, Genesys solutions are uniquely suited to enable iSmart Panache to provide those higher value services. Its open platform, standards-based approach gives us the flexibility to accommodate our client's various needs, and integrate quickly and easily into client organizations."

"We are proud to add iSmart Panache to the Genesys family," said Sanjay Goyal, Managing Director, India, Genesys Telecommunications Laboratories Inc. "With Genesys technology, outsourcers can encompass different strategies for each of their clients. In addition, using Genesys Gplus adaptors gives outsourcers the ability to integrate with a company's existing business processes and provide a seamless environment - the end user need not even know that an outsourcer is servicing them."

"Our investment in Genesys is a demonstration of our commitment to provide the highest level of service to our clients," said Yashpal Sahni, Director iSmart Panache, Inc. "The integrated contact center infrastructure will help us provide pioneering value-added solutions to our global clients and showcase India's evolving maturity."

About iSmart

iSmart Panache is a US-based global services company specializing in delivering Integrated Customer Support Solutions for Technology Companies through a blended shore delivery model. Its extended support center concept utilizes resources from around the globe to deliver the highest quality service at the most efficient cost, dramatically impacting both top line and bottom line performance. Headquartered in Santa Clara, California, and delivery infrastructure in Mumbai, India, iSmart Panache is part of the Mumbai based Zoom group of companies with diverse interests in infrastructure development, industrial projects, IT and BPO. For more information on the company, please visit www.ismartpanache.com.

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 3000 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 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 to their employees. Alcatel leverages its leading position in fixed and mobile broadband networks, applications and services to bring value to its customers in the framework of a broadband world. With sales of EURO 12.3 billion in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com.