A scalable and reliable contact center solution for up to 5,000 agents.

The ideal solution for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center (CC) addresses installations of all types and sizes, from small to large capacities.

OmniTouch CC Standard Edition offers an embedded call distribution solution with Alcatel-Lucent OpenTouch Business Edition and OmniPCX Enterprise for lower TCO and ultimate reliability. Advanced supervision and agent desktop capabilities can be delivered from OpenTouch Business Edition or additional virtual machines.


  • Route, monitor and manage inbound voice interactions for customer welcome and contact center
  • Adapt your call routing strategy in minutes using the patented WYSIWYG interface
  • Enjoy reliable call distribution, supervision and agent desktop capabilities


  • 5 to 2,000 agents on a single node, up to 5,000 agents in a multi-nodal OmniPCX Enterprise configuration
  • Remote agent facilities
  • Branch survivability for inbound with Passive Communication Server
  • Prioritized ‘skill mapping’ routes calls according to best available resources
  • Advanced queuing with embedded voice announcements
  • Integration with compliant business applications, messaging services and LDAP directories

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Available Models

CC Supervision: Real-time configuration, monitoring and reporting module.

CC Distribution: Automatic call distribution module.

CC IVR: Interactive voice response module.

CC Agent: Desktop application module for agents.

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