Standard Edition: This 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. Alcatel-Lucent® 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.
Premium Edition: Designed for contact centers with 30 to 150 agents. Contact centers of this size do not always have the luxury of large and available IT departments to rely upon. That is why we are stressing the importance of operational efficiency; indeed, this new product was conceived to be immediately and intuitively operated by the contact center staff, namely managers, supervisors and agents.
Alcatel-Lucent's® latest contact center solution bundles the industry-leading Alcatel-Lucent® OmniPCX platform with Genesys 7 software, taking a "user-centric" approach that provides an advanced multimedia contact center with a fully centralized, graphical management environment that dramatically simplifies deployment and boosts customer value. In addition, it provides a set of advanced features that include an embedded solution for call qualification, management of real-time business conditions, and innovative collaboration capabilities that link agents, experts and customers.
Alcatel-Lucent® OmniTouch CC Premium Edition is the ideal solution for Mid-Sized Contact Centers, offering full multimedia capabilities and native integration with CTI.
OmniGenesys Solution: 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.
