OmniTouch Contact Center Standard Edition
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.
- 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 2,800 agents on a single node, up to 7,000 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
Customer satisfaction
Respond to your customers faster and route their calls seamlessly.
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.
- CC Supervision: Real-time configuration, monitoring and reporting module.
- CC Distribution: Automatic call distribution module.
- CC Agent: Desktop application module for agents.
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