The award-winning 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.
Benefits
Visual CC: The cornerstone of the solution is the Visual CC. 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 : In addition to Visual CC, Premium Edition offers a complete
call pre-qualification module, Visual IVR. 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: Moreover, Premium Edition offers indeed embedded 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.
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