Russell Stephens has been appointed business development manager for Alcatel-Lucent and will be responsible for all Genesys customer service business, including managing day-to-day operations.
This is the first time Alcatel-Lucent has had a full-time lead of sales and management for its Genesys business in the country.
“I’m delighted to be joining Alcatel-Lucent and am excited about the opportunity our strengths in technology and innovation afford in the New Zealand market place,” says Stephens. “Having used the Genesys software in various companies for 11 years as a customer, I have a heightened understanding of the needs of our customers, and being on the ground in New Zealand will help this even further.”
According to Sean Coleman, managing director for Alcatel-Lucent Enterprise in Australasia, changes to the customer service market called for a local presence in the country. "Genesys software manages approximately 5 million interactions per month for our New Zealand customers, many in extremely critical environments. The evolving customer service market here in New Zealand called for our Genesys business to have a stronger local presence. New Zealand has always been a focus for Alcatel-Lucent and with Stephens on board, we will be gaining strength as we continue to be an even more strategic player in the New Zealand market.”
In New Zealand, Genesys solutions are used by ASB, BNZ, ANZ National, Telecom New Zealand, Telstraclear, Air New Zealand, the Ministries of Justice and Social Development as well as the Inland Revenue amongst its customers.
Stephens will be based in Auckland.