Overview
Alcatel-Lucent OmniTouch CC Standard Edition is the ideal solution for companies with contacts centers that are mainly driven by voice interactions, and which address all installations, from small to large capacities. OmniTouch CC Standard Edition offers an embedded solution with the Alcatel-Lucent OmniPCX Enterprise, where the contact center capabilities, such as Supervision and Distribution, are managed within the call server.
Features
CCsupervision
Offers real-time supervision and configuration at the click of a mouse, monitoring all objects (pilots, queues, and groups) and providing full statistics compilation and detailed reports.
CCdistribution
A new-generation ACD (automatic call distribution) based on the Alcatel-Lucent OmniPCX Enterprise, which features an exclusive decentralized architecture, managing traffic and resources beyond competitive norms. It offers a cost-based routing algorithm and the ability to build a virtual contact center.
CCivr
Provides interactive voice response (IVR), enabling the company to offer its customers reliable, powerful self-service functionality, using the latest speech and text-to-speech technology, with multimedia information disseminated by voice, fax or e-mail.
G-CTI
Part of the OmniTouch family, Genesys CTI provides computer telephony integration and off-the-shelf connectors to major CRM applications, as well as a Web-based interface for agents.
CCagent
A desktop application for agents in an Alcatel-Lucent OmniPCX Enterprise-based contact center, providing agents with full telephony and session control, advanced call monitoring, individual and group statistics, and access to critical information from the desktop.
CCoutbound
Both a dialer and a campaign manager from the Alcatel-Lucent OmniTouch family, this advanced solution is designed to implement telemarketing campaigns.
Overview
The award-winning Alcatel-Lucent OmniTouch Contact Center Premium Edition, the latest in our line of contact center solutions, is designed for contact centers with 30 to 150 agents who do not have large and available IT departments to rely on.
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:
- An embedded solution for call qualification
- Management of real-time business conditions
- Innovative collaboration capabilities that link agents, experts and customers
Features
Visual CC
The cornerstone of the solution is the Visual CC. Visual CC offers role-oriented capabilities (for supervisors, team leaders, administrators) and offers a unique interface all along the different phases of the project: design, operate, expose. By a click of mouse, you can define your distribution schemes, services and agent groups, then manage your queues, tune your services and access a comprehensive set of reports.
Visual IVR
In addition to Visual CC, Premium Edition offers a complete call pre-qualification module, Visual IVR. Visual IVR is integrated into the solution and doesn't require any additional server. You can play menus, prompts and even do some database digs to qualify your customer and route him accordingly.
CTI capabilities
Moreover, Premium Edition offers indeed embedded CTI capabilities - coupled or not with CRM applications - and more importantly breakthrough features such as real-time collaboration and overrun capabilities to handle unexpected peaks of business.
CC Teamer
CC Teamer extends the reach and knowledge of agents through effective collaboration with experts delivering on the promise of first contact resolution resulting in a superior customer experience.
Overview
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.
Models
OmniGenesys G Suite
Designed for large enterprises, is the world's leading solution for enterprise contact centers.
OmniGenesys G Express
A packaged solution designed for a maximum of 75 (150) agents, features an easy installation process. (Availability depending on location.)
Benefits
Customer Benefits (OmniGenesys Contact Center)
Choice
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.
Consistency
Unified interaction management across multiple communications channels; Seamless bridging of self- and assisted-service.
Control:
Single view of all interactions and contact center resources; Centralized configuration and management of all systems; Cradle-to-grave tracking and reporting.
Customer Benefits (Genesys Suite)
Faster issue resolution
Faster issue resolution and improved service: efficiently routes caller requests to the most qualified resource throughout the enterprise.
Multiple communication channels
Integrated multiple communication channels routes interactions across voice, e-mail, chat, web and work-items.
Centralized
Creation, administration and management of all interactions and call center resources including real-time and historical management reporting.
Resource optimization
Creates 'virtual' unified contact center to allow call load balancing within a select region or around the world.
Customer Benefits (Dynamic Contact Center)
Customer centric routing
Every interaction must be matched with the ideal contact center resource: the highest skilled agent, the agent that helped them previously, "virtual" resources at other locations.
Business process routing
It integrates back-office workflow items such as forms, faxes and applications into the contact center.
Real time recommendation
Gives agents customized information that tailors product and service recommendations to the customer's background, history and interaction type.
Consolidation and virtualization of resources
It unites various contact centers - regardless of hardware platform and location - enabling expansion and contraction of its resource pool to meet current traffic demands.
Branch, remote and expert integration
Extends its resource pool outside of the contact center at a branch office or within another corporate location.
Proactive contact management
Can be in the form of an outbound call, e-mail or SMS to promote a product, provide valuable information, or collect an outstanding debt.
Integrated self service
Enables client to complete basic or complex customer service requests without having to speak to an agent.
Internet and multimedia integration
Enables customers to choose their preferred interaction channel, e-mail, SMS, chat or video while at the same time, dynamically shifting the allocation of resources between channels.
Reporting and analytics
Deliver historical and real-time insights, thus ensuring constant optimization of operations.
Workforce management and optimization
It predicts manpower needs and schedules agents based upon past traffic volumes and resource availability.
Benefits of the Alcatel-Lucent & Genesys Partnership
Putting together a communications solution for your enterprise from elements offered by different vendors is feasible. But eventually, ensuring maintenance and support quality, equipment upgrade compatibility and interoperability will be challenging. As you try to decide on work-arounds you are likely to look for compromises; the quality of your service will suffer and therefore your business itself will suffer.
This integrated solution combines two global market leaders in a convenient one-stop bundle to boost your competitivity and profitability.
The key solution benefits:
- Superior level of integration L
- Lower TCA (total cost of acquisition)
- Higher availability
- Predictable outcomes
- Lower TCO (total cost of ownership)
- Avoid human mistakes
- Faster deployment
- Optimized maintenance
Features
- RSI CTI link
- SIP connectivity: e.g., SIP GVP with Alcatel-Lucent
- OmniPCX Enterprise Leverage full range of Alcatel-Lucent OmniPCX Enterprise phones (latest IP Touch, DECT via RSI agents)
- Genesys controls internal Alcatel-Lucent OmniPCX Enterprise voice prompts via RSI
- Leverage internal voice activity detection with Genesys outbound module Alcatel-Lucent OmniPCX
- Enterprise spatial redundancy advanced rerouting mechanisms
- Transparent back-up for agents with OmniTouch CC distribution
- RSI synchro server: Bi-directional and automatic synchronization
- Converged roadmap: Cross compatibility versions e.g., Alcatel-Lucent OmniPCX Enterprise SIP gateway validated for Genesys
- Provide Unified Communications with collaboration and conferencing via CC Teamer
Overview
The Alcatel-Lucent OmniTouch Call Center Office is designed for small enterprises and runs on the Alcatel-Lucent OmniPCX Office. This simple, all-in-one solution is designed to enhance customer relationship management and grow with the company's needs.
The solution includes:
- Automatic Call Distribution (ACD), which is fast and easy to install and configure
- Monitoring and statistics, including a supervisor application and a statistics application
- Agent assistant, a user-friendly interface that allows each agent to access the various functions needed for his activity
Benefits
- Improved quality of service and optimized use of company resources
- Easy call management directly from the agent's computer screen
- Enhanced visibility of agent performance and improved financial management
Features
- Automatic call distribution with advanced call queuing mechanisms
- Agent assistance application including session control and personal statistics
- Supervisor console for group and agent monitoring and management
- Statistics manager applications
Technical Info
Client PC requirements
Agent Assistant
- CPU Pentium 500 Mhz
- RAM: 64 MB
- Disk space: 50 MB
- OS: Windows® NT4 SP6, Windows® 2000 SP4 or Windows® XP Ethernet board
Supervisor Console
- CPU Pentium 500 Mhz
- RAM: 64 MB
- Disk space: 50 MB
- OS: Windows® NT4 SP6, Windows® 2000 SP3 or Windows® XP Ethernet board
Statistic Manager
- CPU Pentium 500 Mhz
- RAM: 64 MB
- Disk space: 50 MB and 500 MB for one year statistics
- OS: Windows® NT4 SP6, Windows® 2000 SP3 or Windows® XP Ethernet board
Overview
The Genesys Real-time Customer Interaction Suite offers to help turn customer frustration into first-class customer satisfaction by offering the industry's broadest suite of products that deliver exceptional contact center and customer service capabilities.
Key characteristics of Genesys Suite 7
Central control point
Acts as the central control point for all customer interactions, and ties together the myriad systems in a call center: telecom hardware and networks, desktop appliations used by agents, customer information databases, e-mail and web servers.
Open Platform
Links powerful voice self-service, assisted-service for every communication channel, flexible integration options and management insight systems -- into the indusrty's most open platform.
Versatility
Runs on multiple operating systems (Unix, Windows), and is hardware-independent.
Modularity
Allows enterprises to start with capabilities that address specific business needs and use them independently or in combination to further leverage their return on investment.
Benefits
Choice
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.
Consistency
Unified interaction management across multiple communications channels; Seamless bridging of self- and assisted-service.
Control
Single view of all interactions and contact center resources; Centralized configuration and management of all systems; Cradle-to-grave tracking and reporting.
