Customer service

Customer service takes place mainly online and at a distance. Both, the rapid connection, regardless of the application used, and the quality of the interactions become the long-term customer engagement driver.

Alcatel-Lucent Enterprise helps you put people at the centre of your customer service. Make it easy to put your customers in touch with your experts to ensure optimal satisfaction. Enable your employees to work together to respond quickly and successfully to all inquiries.

Manage customer interactions anywhere for more flexibility

Work-from-home and hybrid working are now the norm for employees in contact with customers. Ensuring the continuity of calls from anywhere is critical for an excellent customer experience.

Your remote or office workers can enjoy the full range of customer welcome and contact centre features from OmniPCX Enterprise by using their phones or softphone (IP Desktop Softphone or ALE SoftPhone).

Employees work better together, despite the distance, with the Rainbow collaboration features.

Facilitate contact by automating your customer welcome

Automate your customer welcome service so that experts have more time for quality customer interactions.

Visual Automated Attendant is a centralized application that routes calls through interactive menus without the intervention of a receptionist. In addition, this application automatically responds to your customers' most frequent requests using voice recognition and synthesis as well as by querying your databases.

Employees update interactive menus and voice guides without IT department intervention providing your customers access to recent and relevant information. The application is "multi-tenant" meaning the management of menus and voice guides is delegated to users by department without impacting the call routing of other departments.

Minimise customer waiting times to improve loyalty

Making your organisation easy and quick to reach improves customer satisfaction and creates long-lasting business interactions.

Minimize customer waiting times with OmniTouch Contact Center Standard Edition. Call routing and queuing strategies can always be easily modified by supervisors from a graphical interface to ensure fast connection.

Working together to respond quickly and accurately to all requests

Despite the distance, your employees work together to provide quick responses to customer requests.

Improve the quality of interactions by integrating Rainbow into customer service applications. First call resolution is increased from the display of customer data during the call, one-click recording of call numbers in CRM, screen sharing and chat between agents.

Engaging with customers on all channels

Interactions with customers increasingly takes place in websites and social networks, enabling you to manage multi-generational engagement preferences. Relying solely on community managers to manage these interactions slows down the business response. However, with access to a customer’s history, these inquiries are handled more efficiently by call centre agents.

Here’s why customers choose ALE’s solutions

• Make it easier for customers to get in touch with your employees wherever they are and on any device.
• Customize your customer welcome at any time without IT skills.
• Improve the customer experience without the need for complex and costly integrations.
• Enrich your business application of choice with collaboration features.
• Engage with your customers their way.