West Interactive Announces Integrated, On-Demand Contact Center Solution using Genesys Market Leading Software

Omaha, Neb., August 23, 2007 – West Interactive, a leading provider of automated customer contact solutions, today announced it has partnered with Genesys Telecommunications Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE: ALU), to offer an end-to-end, on-demand contact center solution.

West Interactive, whose IVR and speech offerings were recently named products of the year by Call Center Magazine, will extend its innovative call automation capabilities by deploying Genesys’ market leading Customer Interaction Management (CIM) Platform, to enhance their managed inbound and outbound voice and multimedia interactions.

Genesys’ CIM platform integrates a wide range of capabilities that enable customer service centers to better understand
and control their operations, develop proactive customer service, and manage traffic and resources to meet changing business needs.

Key capabilities include:

• Comprehensive customer interaction support including phone, e-mail,
  SMS or chat
• Flexible routing options to premise-based, home-based or outsourced agents
• Compatibility with every major switch and CRM engine
• Centralized, real-time administration of interaction workflows and operational
  queues including on-line customer controls
• Modular, flexible deployment options for full or partial hosting support
• Cradle-to-grave reporting across self- and assisted-service channels

"Adding Genesys’ advanced call routing and CTI capabilities to West’s award winning IVR and speech recognition services will provide an integrated, end-to-end hosted contact center solution for our clients,” said Pam Mortenson, EVP of West Interactive. “West is excited to enhance our service solution to include hosted, on-demand call routing using Genesys’ best in-class tools.”

"West Interactive’s managed services extend the contact center to enable virtual agents, rich media and multiple interaction channels. Further, they have created flexible solutions that allow enterprises to select the pieces they need to quickly add leading-edge call center functionality without capital expense,” commented David York, VP of North American Service Provider Sales for Genesys. “West has a proven track record as a managed service provider and is a key partner in delivering on the Genesys Dynamic Contact Center vision,” added York.

West Interactive began offering on-demand voice portal services using Genesys’ Voice Genie self-service platform in 2006. The VXML platform is SIP-based and uses carrier-class media gateway technology. West leverages VoIP and other open standards to implement flexible, converged solutions at the lowest possible cost – avoiding unnecessary telecommunication expenses while delivering the highest quality of service.

About West Interactive

West Interactive is a world-class provider of automated customer contact solutions. We combine advanced touch-tone and speech recognition technologies, with a highly scalable standards-based infrastructure, to help companies more effectively conduct multi-media transactions. Our hosted and managed solutions are designed to help our clients connect with their customers, deliver superior service and maximize the value of every customer interaction. Services include custom speech applications, automated notifications, customer surveys, virtual call routing and Professional Services.

West Interactive, a subsidiary of West Corporation, is located in Omaha, Nebraska, and services Fortune 1000 clients in nearly every vertical market. For more information, call 1-800-841-9000 or visit http://www.westinteractive.com.

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