ALCATEL-LUCENT CONTACT CENTER SOLUTIONS

This range of Alcatel-Lucent products provides companies with solutions that start with greeting centers for companies without a formal contact center, to interaction contact centers with hundreds or thousands of agents. Our offer addresses the needs of enterprises of all sizes, be they SMBs, mid-sized companies and large enterprises.

OMNITOUCH CALL CENTER OFFICE

Running on the Alcatel-Lucent OmniTouch Office, Alcatel-Lucent OmniTouch Call Center Office is a complete solution aimed to improve customer satisfaction through efficient call distribution. Designed for up to 32 concurrent agents, OmniTouch Call Center Office is a call server embedded solution, providing you (and your customers) with efficient call distribution, auto-attendant, and screen popup for agents and administration & reporting tools. The interface doesn’t require any programming expertise and the system can be up and running in a matter of hours.

OMNITOUCH CONTACT CENTER STANDARD EDITION

Alcatel-Lucent OmniTouch Contact Center Standard Edition is a solution for voice centric Contact centers. It has been designed to match needs of contact centers requiring between 30 and 150 agents. This is a modular suite, fully embedded within Alcatel-Lucent OmniPCX Enterprise. It includes the core components for call distribution and supervision and additional optional modules for CTI, outbound, IVR and email management.

Alcatel-Lucent’s latest contact center solution bundles the industry-leading Alcatel-Lucent OmniPCX platform with Genesys 7 software, taking a “user-centric” approach that provides an advanced multimedia contact center with a fully centralized, graphical management environment that dramatically simplifies deployment and boosts customer value. In addition, it provides a set of advanced features that include an embedded solution for call qualification, management of real-time business conditions, and innovative collaboration capabilities that link agents, experts and customers.

Visual CC - cornerstone of the solution. Visual CC offers role-oriented capabilities (for supervisors, team leaders, administrators) and offers a unique interface all along the different phases of the project : design, operate, expose. By a click of mouse, you can define your distribution schemes, services and agent groups, then manage your queues, tune your services and access a comprehensive set of reports.

Visual IVR a complete call pre-qualification module. Visual IVR is integrated into the solution and doesn’t require any additional server. You can play menus, prompts and even do some database digs to qualify your customer and route him accordingly.

CTI capabilities – coupled or not with CRM applications – and more importantly breakthrough features such as real-time collaboration and overrun capabilities to handle unexpected peaks of business.

OPENTOUCH CUSTOMER SERVICE

The Alcatel-Lucent OpenTouch Customer Service Suite (OTCS) is a complete yet modular contact center solution that unifies all communication media throughout the organization with real time KPIs. With OTCS, contact center managers can focus on key goals by monitoring, in real time, operations and business outcomes and take immediate actions to improve productivity and results.

Built on an open and standard based platform, the OTCS suite allows unified management of all customer-related activities in the front and back-office. Focusing on business value, the OTCS suite ensures the consistent application of business rules, monitoring and automation to achieve excellence in customer service, ensure legislation compliance and reduces operating costs.

The OpenTouch Customer Service Suite also supports multi-PBX environments, which make it an effective solution for multi-site companies running complex and diverse technological environments.

Benefits

• Provides unification and consistency throughout the organization
• Complete software solution
• Open platform lowers costs
• Business focused for faster ROI

See modular components of OpenTouch Customer Service Suite

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