Improve Customer Contact

The success of your business depends on your ability to satisfy customers and generate repeat business. Leaving a potential customer languishing on hold is an easy way to ensure they hang up and call the competition. Misdirecting their call makes your company look inefficient. Relying on voicemail to take the strain when employees are away from the office increases your costs and reduces your ability to react to new opportunities.

As a dynamic small or medium enterprise, you need cost-effective, user-friendly solutions which allow you to:

• Respond to customers at all times, even at peak times or outside office hours,
• Route calls quickly and correctly,
• Allow clients to contact staff who are out of their office or traveling.

Alcatel-Lucent has developed professional call handling and routing services to meet the needs of small and medium businesses. We focus on enhancing your customer service so you can focus on growing your business.

Respond to customers at all times

Customers don’t always call when it’s convenient. They call at lunchtime or after hours or, when you launch a special promotion, they all call on the same day. Alcatel-Lucent’s greetings solutions are designed with these situations in mind.

Pre-announcement springs into action as soon as a customer dials your number. While customers wait, they hear music or on-hold messages, which you can customize to suit your needs. Different messages can be played at different times, for example during busy periods or outside office hours.

If your receptionist is busy or taking a break, an automated attendant voice-guided menu allows callers to reach the right person or department. The multiple automated attendant is perfect for multi-brand environments and can deal with enquiries in four languages.

Route calls quickly and correctly

Put your customers in contact with the right person, the first time.

When you’re dealing with large numbers of callers, intelligent applications reduce waiting times and internal transfers. With automatic call distribution and call center services, calls are transferred and prioritized according to the identity of the caller, the extension being dialed, and the availability of staff. Your customers reach the right department straightaway and your agents have time to deal with real enquiries.

Alcatel-Lucent 8 Series IP Touch and 9 Series digital phones include programmable keys and an alphanumeric keyboard so operators can dispatch incoming calls rapidly, efficiently and reliably. PIMphony attendant consoles integrate the same efficient call management systems into an intuitive PC-based application, with icons to show availability status, lists of preferred correspondents and single-click transfers. PIMphony is the ideal system to centralize call management for multiple sites.

Allow clients to contact staff, wherever they are

These solutions are perfect as long as your employees stay at their desk. Once they’re on the move, Nomadic Cellular Extension is ideal for keeping them in the loop. This innovative, user-friendly service links employee mobile phones to the company network. Nomadic cellular extension reduces phone bills, allows fixed lines and mobile lines to be accessed with a unique number, and offers additional benefits such as automatic re-routing. It means your clients can always reach you rapidly and easily, wherever you are.

These simple, integrated, cost-effective solutions significantly improve customer contact. Incoming calls are handled professionally and reach their destination rapidly.

For example, instead of wasting time searching the directory for the right number, your operators can simply enter the name of the relevant employee or department to transfer the call. With dial-by-name, even the newest recruit will always reach the right number, first time. Customers spend less time on hold and obtain the answers they need, when they need them.

Responding to customer requests in a consistent, timely and professional manner is an easy but effective way to build customer loyalty and ensure repeat business. Not only does it consolidate relationships and create the foundations for long-term success, it enhances reactivity and increases your capacity to win orders in the short term. With Alcatel-Lucent business telephony, your company has the service solutions it needs to support sustained, customer-centric growth.