OmniTouch Contact Center Standard Edition
On-premises contact center suite for OmniPCX Enterprise environments
For contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center Standard Edition addresses installations of all types and sizes, from small to large capacities.
Our contact center solution features automatic call distribution with Alcatel-Lucent OmniPCX Enterprise for lower TCO and ultimate reliability. Advanced supervision and agent desktop capabilities can be delivered from additional virtual machines.
Key features
Skills-Based Routing
Route interactions to agents based on skills, language, priority, and availability with configurable overflow and escalation rules.
Interactive Voice Response
Multi-level IVR with DTMF and speech recognition for customer self-service, call qualification, and intelligent pre-routing.
Supervisor Tools
Real-time monitoring, silent listen, whisper coaching, and barge-in capabilities for contact center supervisors and team leaders.
Historical Reporting
Comprehensive historical reports on agent performance, queue metrics, call volumes, and SLA compliance with scheduled delivery.
Resources & Downloads
2 resources available
Solutions using OmniTouch Contact Center Standard Edition
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Interested in OmniTouch Contact Center Standard Edition?
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