OmniTouch Contact Center

A scalable and reliable contact center solution for up to 7,000 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 OmniPCX Enterprise for lower TCO and ultimate reliability. Advanced supervision and agent desktop capabilities can be delivered from additional virtual machines.

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Destaques

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

Funcionalidade

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

Benefícios

Customer satisfaction

Respond to your customers faster and route their calls seamlessly.

Cost-saving

Save time and money with easy-to-use visual call routing interface and fast deployment.

Reliability

Embedded call distribution and deep integration with the OmniPCX Enterprise Communication Server improve TCO and offer excellent reliability.

Better performance

A full suite of real-time and historical reporting tools helps you optimize your customer service.

Documentos

Brochure

OmniTouch Contact Center Standard Edition

OmniTouch Contact Center Standard Edition is the scalable and reliable contact center to support your interactions with existing and potential customers.

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Modelos

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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