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The Alcatel-Lucent OmniTouch Call Center Office is an integrated Call Center solution,
specifically designed to meet SME needs. It enables your company to critically improve phone response, company greeting
and other associated services. This professional solution targets not only small voice oriented call centers, but also
services with enhanced welcome needs.
Alcatel-Lucent offers you :
- Automatic Call Distribution: For high quality of service and optimized use of the company resources
- Agent Assistant: For easy call management on PC screen
- Supervision and Statistics: For enhanced visibility with positive impact in revenue generation
The Alcatel-Lucent OmniTouch Call Center Office is simple, complete and flexible, and opens
the door to new business opportunities for your company thanks to:
THE AUTOMATIC CALL DISTRIBUTION (ACD)
ACD ensures the efficient processing of incoming calls by automatically dispatching them to
available agents. There can be up to 32 agents belonging to up to 8 groups. Agents can use all types of terminals (Analog,
Digital sets, DECT handsets, IP Touch sets etc.).
If all the agents of a group are busy, an advanced call queuing mechanism is implemented:
the calls are placed in waiting queues in chronological order and dedicated messages are broadcast depending on the situation.
Messages can be customized with professional voice prompts recorded in a studio and downloaded within the system. They can also
be recorded with a simple set allowing real time update, to adapt messages to a specific situation.
NB: When a call is routed through the ACD, the solution is able to display the called group identification (number and name) for the
agent to answer the call with the appropriate greeting.
THE UNIFIED COMMUNICATION
The unified communication service increases the reactivity of your employees and improves the quality of exchanges with your
partners. It integrates the enterprise-class telephony services of Alcatel-Lucent OmniPCX Office in your collaboration and
mobility solution.
With unified communication:
- Enrich your e-mail with voice mail notification and consultation services.
- Use the Alcatel-Lucent contact database to make phone calls with a single click.
- Manage your telephone service settings remotely: voice mail, call forwarding, personal assistant.
When traveling, replace your office phone with the phone of your choice (mobile, home phone, external number, etc.) and
benefit from business communication services: supervision, call log, voice mail, forwarding, etc. Use the unified
communication services in any situation in the collaboration and mobility applications: Virtual Desktop and Mobile
Virtual Desktop
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