Alcatel-Lucent OmniTouch Contact Centre Premium Edition is designed for  for contact centres with 30 to 150 agents. Contact centres 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; CC Premium was designed to be immediately and intuitively operated by the contact centre staff, namely managers, supervisors and agents. It has Genesys at the back end enabling connectivity and integration with most applications ( SAP, MS CRM, Siebel etc)

Alcatel-Lucent’s latest contact centre solution bundles the industry-leading Alcatel-Lucent OmniPCX platform with Genesys 7 software, taking a “user-centric” approach that provides an advanced multimedia contact centre 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 Centres, offering full multimedia capabilities and native integration with CTI.

Visual Contact Centre 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.

Documentation

Gartner Review of Premium Contact Centre

Solution Overview (pdf)

SAP Integration (pdf)

Demo

Flash Demo (zip) includes pdf instructions, suggest you read prior to playing with demo as you are required to use your mouse and keyboard. Unless you click & type in the right place, demo comes to a standstill :)

Other Related Applications

Unified Communications Suite