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.

Highlights

  • 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

Features

  • 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

Benefits
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Models

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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