Alcatel-Lucent OmniGenesys Contact Center is the intelligent combination
of Genesys' industry-leading contact center software and the Alcatel-Lucent OmniPCX
Enterprise platform, linked by Alcatel-Lucent's RSI (Routing Services Intelligence)
software layer. It's the ideal solution for enterprises seeking to improve their
interactions with customers by setting up advanced routing capabilities to route
calls to the most appropriate agent. This Alcatel-Lucent suite handles all aspects
of contact center activity, from voice call distribution to full multimedia routing,
workforce optimization and voice portal capabilities, providing the operational
excellence required by enterprises.
Based on the OmniPCX platform and Genesys 7, the Premium Edition presents its features in a fully centralized, graphical management environment that is immediately intuitive and operational to contact center staff, namely managers, supervisors and agents.
Some of its advanced features include:
Any platform - TDM or IP - across more than 90 vendor releases of telecom hardware. Any infrastructure for operating systems, databases, applications and agent desktops. Any deployment: premise- or network-based; single- or multi-site.
Unified interaction management across multiple communications channels; Seamless bridging of self- and assisted-service.
Single view of all interactions and contact center resources; Centralized configuration and management of all systems; Cradle-to-grave tracking and reporting.
Delivering powerful, reliable and scalable IP communications to drive your 21st century business
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