OmniTouch Contact Center Standard and Premium Editions

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 OmniTouch Contact Center Premium Edition is designed for contact centers with 30 to 150 agents. Contact centers of this size do not always have the luxury of large and available IT departments to rely upon. That is why we are stressing the importance of operational efficiency; indeed, this new product was conceived to be immediately and intuitively operated by the contact center staff, namely managers, supervisors and agents.

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.

Alcatel-Lucent OmniTouch CC Premium Edition is the ideal solution for Mid-Sized Contact Centers, offering full multimedia capabilities and native integration with CTI.

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.



Descriptions
OmniTouch Contact Center Premium Edition, 2007 PDF 3 Mb EN