MURRAY HILL, N.J., Sept. 20 /PRNewswire-FirstCall/ -- Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced the availability of the Alcatel-Lucent OmniTouch Contact Center Premium Edition in the North American market. The OmniTouch Contact Center Premium Edition allows mid-sized businesses to rapidly deliver superior customer service that reduces frustration and enhances customer loyalty.
The OmniTouch Contact Center Premium Edition solution integrates two of Alcatel-Lucent's industry-leading Enterprise solutions, the OmniPCX Enterprise platform and the Genesys 7 contact center software, providing an advanced multimedia contact center with a fully centralized, graphical management environment that dramatically simplifies deployment efforts and boosts customer value. In addition, it provides a set of advanced features including an embedded solution for call qualification, management of real-time business conditions, and innovative collaboration capabilities that links agents, experts and customers.
Designed for contact centers with 20 to 150 agents, the OmniTouch Contact Center Premium Edition offers staff, agents, and supervisors immediate and intuitive operations capabilities through an easy-to-use, role-based graphical interface - the Visual CC - which dramatically reduces training costs and "time to customer value" between implementation and the first call answered. The OmniTouch Contact Center Premium Edition Visual CC offers visibility and control at every stage, from design to operations, through real-time interaction and call flows. Historical performance is measured with a comprehensive set of pre-defined reports to optimize contact center operations.
"Alcatel-Lucent's OTCC Premium Edition brings the power of Genesys' proven contact center technology, in an easy-to-use form, to the high-opportunity North American mid-market" said Joe Outlaw, principal analyst at Current Analysis.
"Our customers are looking to utilize new communications technologies to drive business and deliver superior customer responsiveness," said Mike Schroeder, vice president, North American Resource Support Center, Alcatel- Lucent. "The OmniTouch Contact Center Premium Edition provides our customers with unprecedented visibility and control at every stage of their operations. Customers' experience is enhanced through a powerful and open multimedia solution that delivers flexibility in agent staffing and increased time to value."
By addressing the fastest growing contact center market, Alcatel-Lucent OmniTouch Contact Center Premium Edition for the mid-market offers tremendous opportunities for Alcatel-Lucent's Business Partners to leverage training and integration skills. The Alcatel-Lucent contact center solutions portfolio covers all enterprise market segments: the Alcatel-Lucent OmniTouch Call Center Office for SMBs; the Alcatel-Lucent OmniTouch Contact Center solutions for the mid-market; and the Alcatel-Lucent OmniGenesys solution for large corporations, featuring the full, integrated capabilities of the Genesys suite of software, including advanced routing for customer segmentation.
About Alcatel-Lucent's mid-market contact center solution
Alcatel-Lucent addresses the needs of mid-sized businesses looking for comprehensive capabilities of the traditional contact center, but which typically host less than 150 agents. The "mid-market contact centers" do not always have the luxury of large and available IT departments to rely upon and hence, recognize the importance of operational efficiency for end-users.
Additional benefits of Alcatel-Lucent's contact center capabilities include:
-- Integrated collaboration into the agent desktop - presence awareness, instant messaging, application sharing, and audio/web conferencing that immediately provides access to company knowledge and experts within or outside the contact center; -- Resolution of exceptional and unpredictable overrun issues; -- Software-only call qualification solution through full integration of the Visual IVR (interactive voice response) to collect details and speed callers to their destination; -- Pre-integration with leading CRM applications. About Alcatel-Lucent
Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales]. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com/
