Genesys and RightNow Create Seamless Customer Experience Across the Internet and Contact Center

Customer Service Leaders Genesys and RightNow Deliver Integrated Solution for Customer Interaction Management, Voice Self-Service and Multi-Channel Contact

RightNow(R) Technologies (Nasdaq: RNOW) and Genesys Telecommunications
Laboratories, Inc., an Alcatel-Lucent company (Euronext Paris and NYSE:
ALU), today announced they have tightly integrated their customer service
application suites and will deliver a joint offering available by the end
of May.

The joint solution, which expands the existing relationship between
Genesys and RightNow, brings together the Internet and contact center, and
will allow companies to use the complete Genesys 7.5 customer interaction
management suite, including voice self-service, routing, and desktop
integration, with RightNow. RightNow and Genesys will co-sell the solution.

With the joint solution, consumers can engage with companies through
the Web or voice self-service, and then seamlessly transition to
agent-assisted service while maintaining the context of their initial
interaction. If a consumer is engaged in a self-service session and opts
for agent assistance, this solution automatically selects the best agent to
assist the customer at any point in time, and provides that agent with the
customer’s history and context of his or her self-service session. Because
the agent is armed with complete customer information via a multi-channel
agent desktop, they can also maximize cross- and up-sell opportunities
while delivering consistently relevant customer service.

"The bar is being raised in customer service, and customers want a
seamless experience across the Internet and the contact center," said Wes
Hayden, president and CEO of Genesys. "We are excited to be working with
RightNow to offer companies an easy way to connect RightNow’s
next-generation CRM solution with Genesys customer interaction solutions.
It helps enterprises migrate to an on demand model and deliver the stellar
customer experiences that can increase customer loyalty and drive revenue."

To enable the integration, RightNow has created an adapter for Genesys
7.5. The pre-built adapter simplifies the integration, minimizing
deployment time and cost. The integration provided by RightNow also allows
agents to easily transfer calls and associated data to other agents from
within the RightNow Service desktop. A click-to-dial feature lets agents
place outbound calls from within the RightNow Service desktop interface by
selecting a customer contact phone number and clicking their mouse to dial.
The integration also supports analytical reporting of agent performance,
including agent activity, availability and call duration data that can be
viewed by both agents and managers via customizable dashboards within the
agent desktop.

"Genesys is a clear market leader in customer interaction management,
and our relationship with Genesys underscores the prevalence of on demand
CRM in the enterprise," said Greg Gianforte, CEO of RightNow. "As our
solutions continue to gain traction in large contact centers, our clients
requested sophisticated interoperability with customer interaction
management solutions. By working with Genesys, we are able to help
companies deliver exceptional customer experiences."

About RightNow Technologies

RightNow (Nasdaq: RNOW) delivers the high-impact technology solutions
and services organizations need to cost-efficiently deliver a consistently
superior customer experience across their frontline service, sales and
marketing touch-points. Approximately 1,800 corporations and government
agencies worldwide depend on RightNow to achieve their strategic objectives
and better meet the needs of those they serve. RightNow is headquartered in
Bozeman, Montana. For more information, please visit http://www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc.

NASDAQ is a registered trademark of the NASDAQ Stock Market.

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses
100% on software to manage customer interactions over the phone, web and in
e-mail. The Genesys software suite dynamically connects customers with the
right resources — self-service or assisted-service — to fulfill customer
requests, optimize customer care goals and efficiently use resources.
Genesys software directs more than 100 million customer interactions every
day for 4,000 companies and government agencies in 80 countries. These
companies and agencies can leverage their entire organization, from the
contact center to the back office, to improve the overall customer
experience. As a result, Genesys helps stop customer frustration, drive
efficiency, and accelerate business innovation. For more information, go to
http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that
enable service providers, enterprises and governments worldwide, to deliver
voice, data and video communication services to end-users. As a leader in
fixed, mobile and converged broadband networking, IP technologies,
applications, and services, Alcatel-Lucent offers the end-to-end solutions
that enable compelling communications services for people at home, at work
and on the move. With operations in more than 130 countries, Alcatel-Lucent
is a local partner with global reach. The company has the most experienced
global services team in the industry, and one of the largest research,
technology and innovation organizations in the telecommunications industry.
Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in
2006 and is incorporated in France, with executive offices located in
Paris. [All figures exclude impact of activities to be transferred to
Thales]. For more information, visit Alcatel-Lucent on the Internet:
http://www.alcatel-lucent.com
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This press release may contain forward-looking statements. These
forward-looking statements are not guarantees of future results and are
subject to risks, uncertainties and assumptions that could cause our actual
results to differ materially and adversely from those expressed in any
forward-looking statement.
The risks and uncertainties referred to above include, but are not
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changes we made to our model; our success in co-selling a joint offering
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