Lucent Technologies Leads U.S. Call Center Market in Revenue and Agent Positions, According to PELORUS Group

Lucent Technologies Leads U.S. Call Center Market in Revenue and Agent Positions, According to PELORUS Group


Lucent Technologies is the U.S. call center market leader in revenue and agent positions, according to the latest independent report from The PELORUS Group.

The recently released report, called “Customer Relationship Management: A New Call Center Paradigm,” assesses the 1998 market and ranks Lucent first in shipments of agent positions in five of the six call center market size segments, including the 21 to 40, 41 to 75, 76 to 150, 151 to 400 and over 400-agent categories.

The study shows Lucent’s share for new and add-on agent positions is a market-leading 35.8 percent, and finds Lucent’s share for new and add-on agent revenue is 38.3 percent, more than ten points higher than the closest competitor.

In the North American market (U.S. and Canada), the study finds Lucent shipping substantially more large systems by agent position (defined as over 151 agents) than its closest competitor.

“The role of the call center is broadening to address the entire relationship an enterprise has with its customers, as opposed to merely managing individual transactions,” said Sheila McGee-Smith, director, Call Center and Operator Services for the PELORUS Group. “Lucent, currently the leader in the call center market on a number of different levels — revenue, number of agent positions shipped, large call center systems — is expanding its focus to delivering an intelligent solutions framework that makes this approach, known as customer relationship management (CRM), a reality for business.”

“This kind of ground-breaking market leadership will, we believe, continue to be reflected in Lucent’s market share going forward,” McGee-Smith added.

“We’re thrilled that organizations are finding real business value in Lucent’s customer care solutions,” said Janice P. Anderson, vice president, Customer Relationship Management Solutions, Lucent Technologies. “Leading companies are looking to distinguish themselves through customer relationship management. Our mission is to help them achieve that.”

Lucent’s call center products include CentreVu(R) Customer Care Solutions, a suite of offers that help companies deliver superior customer service over the Internet, phone, e-mail and fax; and provide leading call reporting, computer telephony integration and integrated voice response tools. More than 18,000 locations worldwide use CentreVu Customer Care Solutions.

As a solution for supporting CRM, Lucent’s recently announced CRM Central 2000 software suite helps organizations build customer relationships by managing all customer interactions through to completion – from the initial contact to fulfillment and all points in between. Lucent Technologies, headquartered in Murray Hill, N.J., designs, builds and delivers a wide range of public and private networks, communications systems and software, data networking systems, business telephone systems and microelectronics components. Bell Labs is the research and development arm of the company. For more information on Lucent Technologies, visit its web site at The PELORUS Group is a telecommunications market research and consulting firm located in Raritan, N.J. More information is available by visiting the company’s website at

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