Paris, France – December 7, 2021: Alcatel-Lucent Enterprise, a leading provider of communications, cloud and networking solutions tailored to customers’ industries, has announced the launch of Alcatel-Lucent Enterprise Connect (ALE Connect) powered by AKIO, a unique solution that helps companies tackle customer relationship challenges in the digital age.
Today, individuals want to contact companies through their channel of choice: from voice and email, to live chat through the company website, or social media, such as Facebook Messenger or Twitter. ALE Connect enables customer services to optimise omnichannel interactions through voice and digital channels, with the quality, availability, and efficiency expected by today’s customers, citizens, and consumers.
ALE Connect is a Contact Centre as a Service (CCaaS) solution that complements the Alcatel-Lucent OmniTouch® Contact Centre Standard Edition with a hybrid cloud architecture. It is unique as it enables organisations to harness the power of the cloud while leveraging their communication equipment investments.
ALE Connect offers an optimised routing engine, regardless of the channel used. It features innovative services such as an intuitive cross-channel in a single unified interface for the agent, and multi-tasking to manage different interactions simultaneously. ALE Connect also offers AI (Artificial Intelligence) based assistance for fast and accurate responses, leading to improved first contact resolution and customer experience.