Conversational AI upgrades call centre solution
December 8, 2022
Alcatel-Lucent Enterprise partners with Amelia to enhance call centre efficiency and overall customer satisfaction
Colombes, France / New York, USA, December 8, 2022 – Alcatel-Lucent Enterprise, a leading provider of network, communications and cloud solutions tailored to customers’ industries, and Amelia, the leading Enterprise Conversational AI software company, have partnered to improve call centre customer experiences and operational procedures for customers.
Alcatel-Lucent Enterprise wanted to leverage Conversational AI to enhance its call centre solutions offering and was drawn to Amelia’s market-leading features, including the platform’s extensive integrations, no- and low-code abilities, omnichannel applicability, vertical expertise and back-end process automation capabilities. In partnership with Amelia, Alcatel-Lucent Enterprise now offers its clients a complete and modern private telephony and call centre telephony management system, enabled by Conversational AI.
When customers reach a call centre powered by Alcatel-Lucent Enterprise and Amelia’s joint solution, their calls are routed to Amelia, the intelligent call centre agent, who is available 24/7 to provide support in multiple languages and resolve numerous requests end-to-end without escalating to human agents. Amelia’s natural language and automation capabilities enables requests to be effectively resolved, either by connecting to back-end systems or by escalating to the appropriate human agent through integration with Alcatel-Lucent Enterprise’s OmniPCX Enterprise™ solution.
This partnership between Alcatel-Lucent Enterprise and Amelia drives tremendous value for today’s businesses. By deploying the new solution, companies can provide their customers with immediate end-to-end resolutions and seamless call routing, which enhances operational efficiency, increases overall customer satisfaction and empowers employees to focus on higher-value and more complex tasks.
About Alcatel-Lucent Enterprise
Alcatel-Lucent Enterprise delivers the customised technology experiences enterprises need to make everything connect.
ALE provides digital-age networking, communications and cloud solutions with services tailored to ensure customers’ success, with flexible business models in the cloud, on premises, and hybrid. All solutions have built-in security and limited environmental impact.
Over 100 years of innovation have made Alcatel-Lucent Enterprise a trusted advisor to more than a million customers all over the world.
With headquarters in France and 3,400 business partners worldwide, Alcatel-Lucent Enterprise achieves an effective global reach with a local focus.
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Amelia is a leading Enterprise Conversational AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.