ALE Connect
Enable customer services for all-size businesses, handling omnichannel interactions (email, live chat, social media, and phone) with the quality and efficiency expected by today’s customers, citizens, and consumers.
ALE Connect enriches the Alcatel-Lucent OmniTouch® Contact Center Standard Edition, used as a phone call distribution platform, with omnichannel cloud services. It simplifies the workflow between customers, customer service agents, and the rest of the organization – and it facilitates management of all customer-related activities in the front and back office.
Discover the benefits of ALE Connect.
- Offer customers a wide range of communication channel options
- Access a 360° view of customer context for better service
- Easily manage all channels with a unique web-based desktop interface
- Supports email, chat, Facebook Messenger, Twitter, and phone
- Web-based desktop application for agents and supervisors
- Built-in knowledge base and intelligent search to improve call resolution
- Graphical dashboard for digital media channels activity
- Real-time monitoring and reporting
- Integrates with business applications (CRM, ERP)
- Integrates with ALE OmniPCX Enterprise and ALE OmniTouch Contact Center SE
- Cloud services certified ISO27001
- GDPR compliance
- High availability, security and redundancy of customer data storage
Here’s why companies choose ALE Connect solution
- There’s nothing like great customer service to keep people satisfied and loyal. With ALE Connect, you can offer the customer experience, that sets you apart from the competition.
- Manage new interaction media channels and connect with your customers their preferred way, giving them an exceptional experience they’ll remember.
- Be cohesive across all channels to drive improved first call resolution ratios and boost customer satisfaction.
- Adapt smoothly using hybrid cloud and preserve your past investment, while evolving at your own pace to offer new services your customers will love.
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