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Multimedia Contact Center Solution

Your customers get in touch with you by telephone, e-mail, chat and SMS, so your business needs a flexible contact center that can adapt to the demands of varying traffic and business conditions. The Alcatel-Lucent multimedia customer contact solution gives you the power to deliver high-quality, consistent customer service across all channels, in all circumstances. This comprehensive, easy-to-use solution targets medium-sized businesses where operational simplicity is key.

Benefits

  • Simple, one-stop processing of voice, e-mail and SMS queries through a single server and interface
  • Continued performance thanks to support for peaks in activity associated with advertising campaigns, emergency situations and seasonal demand effects
  • Improved customer service as a result of increased first-time resolution of queries and consistent experience across all interaction channels
  • Resource optimization through easy interaction between contact center agents and skilled back-office experts throughout the organization

Features

  • All-in-one visual interface: easy-to-use interface for administration, routing and real-time monitoring.
  • Overrun capabilities: handle unexpected peaks in business.
  • Real-time collaboration: facilitate contact between agents and experts.
  • Instant messaging and presence awareness: access instant messaging and presence awareness capabilities from the agent's desktop interface.

Featured product: OmniTouch Contact Center Premium Edition





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