ALE Connect
Omnichannel cloud contact center for modern customer engagement
Enable customer service for all-size businesses with an omnichannel contact center that effectively manages interactions (email, live chat, social media, and phone), delivering the quality and efficiency expected by today’s customers, citizens, and consumers. Because there’s nothing like great customer service to keep people satisfied and loyal!
ALE Connect enriches the Alcatel-Lucent OmniTouch ® Contact Center Standard Edition, used as a phone call distribution platform, with omnichannel cloud-based services. It simplifies the workflow between customers, customer service agents, and the rest of the organization – and it facilitates management of all customer-related activities in the front and back office.
Discover the benefits of ALE Connect, our CCaaS solution. Download the brochure .
Key features
Omnichannel Engagement
Voice, email, web chat, SMS, WhatsApp, and social media channels unified in a single agent desktop with full interaction history.
AI-Powered Routing
Intelligent routing matches customers to the best-skilled available agent based on context, sentiment, and interaction history.
Real-Time Analytics
Live dashboards with queue metrics, agent performance, SLA tracking, and customer journey visualization for supervisors.
Cloud-Native Architecture
Multi-tenant cloud platform with elastic scalability, automatic updates, and 99.99% availability SLA.
Resources & Downloads
8 resources available
Solutions using ALE Connect
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Interested in ALE Connect?
Talk to a specialist about deployment options, pricing, and how it fits your infrastructure.