Exafone

OmniTouch Contact Centre

Description

OmniTouch Contact Center Standard Edition

A scalable and reliable contact center solution for up to 5000 agents.

 

Alcatel-Lucent OmniTouch®Contact Center Standard Edition is for companies with contact centers of all types and sizes, from small to large capacities, that are driven primarily by inbound voice interactions.

Currently with more than 800,000 seats worldwide, OmniTouch CC Standard Edition is based on a unique and patented matrix call-routing model. Flexible and customizable, changes can be made quickly using the “what you see is what you get” (WYSIWYG) management interface. No programming skills are required to address business demands.

Contact center modules available are:

  • CC Supervision
  • CC Distribution
  • CC Agent
  • CC IVR

Moving to a multimedia contact center solution no longer requires a complete rip and replace. Customers who already have OmniTouch Contact Center Standard Edition can deploy the OpenTouch® Customer Service Plug-in as an add-on (overlay). Benefit from multimedia interactions such as email, web chat or social media plus CRM applications like integration, workforce management, outbound and IVR capabilities.

 

FEATURES & BENEFITS KEY MODULES


CC Supervision: Offers real-time one-click configuration and supervision, monitors all objects (pilots, queues, and groups)and provides full statistics compilation and detailed reports.

CC Distribution: Is an automatic call distributor (ACD) with a database embedded in an OmniPCX® Enterprise, offering cost-based powerful routing algorithms and the ability to build a virtual contact center.

CC Agent: Is a desktop application for agents providing full telephony and session control, advanced call monitoring,individual and group statistics, and access to critical information.

CC IVR: Provides interactive voice response (IVR), offering powerful self-service functionality, using the latest speech recognition and text-to-speech technologies, plus voice, fax and email integration. It can also be used for call pre-qualification, call back, customer survey and more.

Soft Panel Manager: Helps agents and supervisors quickly identify strengths and weaknesses, then establishes corrective strategies, optimizing the Contact Center’s efficiency and customer service. As a business monitoring tool, Soft Panel Manager enables managers to make quick strategic or security decisions.