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Alcatel-Lucent OmniTouch Contact Center Standard Edition
Overview
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.
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.
- CCemail: the email management module of the Alcatel-Lucent OmniTouch family, CCemail automates electronic mail interactions between organizations and customers.
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