Contact Centres

The Alcatel-Lucent Contact Center Product Portfolio provides companies with solutions ranging from Greeting Centers to interaction contact centers with hundreds or even thousands of agents.

Alcatel-Lucent is the sole vendor that can provide a comprehensive link between the different solutions in the portfolio, from the OmniTouch Contact Center Standard Edition to OmniGenesys, through the OmniTouch Contact Center Premium Edition.

GREETING CENTRES

Support for the enterprise that needs to improve its call handling in order to remain competitive, but is not prepared to dedicate resources and budget for this purpose alone.

SMALL CONTACT CENTRES

Their needs are met by the OmniTouch Call Center Office on OmniPCX Office.

MID-MARKET CONTACT CENTRES

Here we look to the OmniTouch Contact Center family, either Standard Edition for voice only contact center capabilities or the new Premium Edition.

LARGE CONTACT CENTRES

These requirements are met by OmniGenesys, the intelligent combination between Genesys and the OmniPCX Enterprise platform.

CRM INTEGRATION

Either “off the shelf” adaptors or SDK’s are available for most of the well known industry CRM’s.