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Alcatel-Lucent brings mid-market contact center solution to North America, providing unprecedented ease of use and business impact


Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced the availability of the Alcatel-Lucent OmniTouch Contact Center Premium Edition in the North American market. The OmniTouch Contact Center Premium Edition allows mid-sized businesses to rapidly deliver superior customer service that reduces frustration and enhances customer loyalty.

The OmniTouch Contact Center Premium Edition solution integrates two of Alcatel-Lucent’s industry-leading Enterprise solutions, the OmniPCX Enterprise platform and the Genesys 7 contact center software, providing an advanced multimedia contact center with a fully centralized, graphical management environment that dramatically simplifies deployment efforts and boosts customer value. In addition, it provides a set of advanced features including an embedded solution for call qualification, management of real-time business conditions, and innovative collaboration capabilities that links agents, experts and customers.

Designed for contact centers with 20 to 150 agents, the OmniTouch Contact Center Premium Edition offers staff, agents, and supervisors immediate and intuitive operations capabilities through an easy-to-use, role-based graphical interface – the Visual CC – which dramatically reduces training costs and “time to customer value” between implementation and the first call answered. The OmniTouch Contact Center Premium Edition Visual CC offers visibility and control at every stage, from design to operations, through real-time interaction and call flows. Historical performance is measured with a comprehensive set of pre-defined reports to optimize contact center operations.

“Alcatel-Lucent’s OTCC Premium Edition brings the power of Genesys’ proven contact center technology, in an easy-to-use form, to the high-opportunity North American mid-market” said Joe Outlaw, principal analyst at Current Analysis.

“Our customers are looking to utilize new communications technologies to drive business and deliver superior customer responsiveness,” said Mike Schroeder, vice president, North American Resource Support Center, Alcatel-Lucent. “The OmniTouch Contact Center Premium Edition provides our customers with unprecedented visibility and control at every stage of their operations. Customers’ experience is enhanced through a powerful and open multimedia solution that delivers flexibility in agent staffing and increased time to value.”

By addressing the fastest growing contact center market, Alcatel-Lucent OmniTouch Contact Center Premium Edition for the mid-market offers tremendous opportunities for Alcatel-Lucent’s Business Partners to leverage training and integration skills. The Alcatel-Lucent contact center solutions portfolio covers all enterprise market segments: the Alcatel-Lucent OmniTouch Call Center Office for SMBs; the Alcatel-Lucent OmniTouch Contact Center solutions for the mid-market; and the Alcatel-Lucent OmniGenesys solution for large corporations, featuring the full, integrated capabilities of the Genesys suite of software, including advanced routing for customer segmentation.


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