Optimus Telecom up on the needs can offer the following ALE Contact Center Applications
Alcatel-Lucent OpenTouch® Customer Service
A comprehensive modular application for multi-media contact center management
A modular contact center solution that handles agent-based and self-service multimedia interactions, OpenTouch Customer Service helps simplify the workflow between customers, the contact center and the rest of the organization. The OpenTouch Customer Service enables unified management of all customer-related activities in the front and back office. For maximum business value, the OpenTouch Customer Service ensures that business rules, monitoring and automation are always consistently applied for voice, digital and social media interactions. The OpenTouch Customer Service enriches the Alcatel-Lucent OmniTouch® Contact Center Standard Edition platform with multimedia interactions:
OmniTouch Contact Center Standard Edition
A scalable and reliable contact center solution for up to 7,000 agents.
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.
OmniPCX RECORD Suite
Monitor, record and evaluate all employee-customer interactions with call recording, screen capture and real-time listening tools.
For contact centers and enterprises in industries that require legal and regulatory compliance, it’s critical to record your transactions and interactions in order to demonstrate transparency. Alcatel-Lucent OmniPCX RECORD Suite is a web-based tool that does all that and more, enabling you to record, monitor and evaluate employee-customer interactions. This is particularly important in financial services, utilities, healthcare, education, hospitality and public safety organizations.
By integrating call recording and monitoring directly into your existing telephony infrastructure, the OmniPCX RECORD Suite provides a scalable, modular and affordable toolset. In addition, supervisors can review recorded calls with agents and use the integrated Quality Monitor module to assess agent performance.
OmniTouch 4625 Interactive Voice Response
Deliver a superior customer service experience with a powerful IVR system that exceeds customer expectations.
For companies dealing with a large number of customers, it’s important to make a good first impression when they call you. An interactive voice response (IVR) system offers a custom welcome, call routing and self-serve options, helping your business build customer loyalty and achieve maximum customer satisfaction.
The Alcatel-Lucent OmniTouch 4625 Contact Center Interactive Voice Response (CCIVR) system enables powerful self-service functionality including call pre-qualification, callback, customer survey and more. And the best bit? No programming needed. It’s simple to manage the IVR’s features and flows using a visual interface with building blocks: predefined functions that can be customized and combined in grids.
Soft Panel Manager
Collect, combine and display business data or contact center statistics in real-time for operational monitoring.
As a decision-maker, you need access to timely, accurate data collected from multiple sources, including contact center organizations, customer relationship management (CRM) tools , enterprise resource planning (ERP) solutions, and network/warehouse management systems.
Collecting, centralizing and displaying data from across your organization, the Alcatel-Lucent Soft Panel Manager (SPM) provides a holistic view of what’s going on at any given time. Through integration with third party and industry-specific solutions, it displays a detailed summary of your current and historical data on wallboards, mobile devices, computer or television screens.