Conversational AI upgrades call centre solution

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.