Alcatel Contact Center solutions deliver customer service solutions over any communication channel, including inbound calls, outbound calls, e-mail, fax, VoIP, web, chat or co-browsing. Alcatel Contact Center solutions are platform independent, and can operate over TDM and IP, in mono-site or virtual organizations, integrated with any e-Business application or any other component of the enterprise information system.
Alcatel OmniTouch Contact Center Solutions
Alcatel OmniTouch Contact Center Solutions combine ease of use with efficiency in building customer interaction systems, while minimizing the total cost of ownership (TCO) and the operating expenses usually associated with system maintenance and administration.
Selected by more than 10,000 companies, this solution is ideal for organizations that wish to rapidly implement contact center applications while benefiting from advanced features such as voice call distribution, email management, agent screen pop-ups (using computer-telephony integration, or CTI), interactive voice response applications (IVR) and even outbound capabilities, including agent scripting.
Alcatel OmniGenesys
Alcatel OmniGenesys combines industry-leading modules developed by Genesys with the Alcatel OmniTouch Contact Center solutions, delivering unique features, such as the RSI-based Syncro Server.
The solution combines industry-leading modules developed by Genesys with unique features such as the RSI-based Syncro Server. Together, these simplify system administration and significantly lower both the TCO (total cost of ownership) and TCA (total cost of acquisition), as fewer architectural components are required. Moreover, OmniGenesys installations can be complemented by Alcatel OmniTouch Call Distribution to ensure automatic failure recovery and avoid any disruption of business.
Genesys Contact Centers
Alcatel's subsidiary Genesys is the worldwide leader in contact center software. Genesys offers an integrated suite of contact center solutions that enables sophisticated routing and reporting of customer interactions across voice, e-mail and Web channels. While optimized for Alcatel platforms, Genesys' software runs on hardware from multiple vendors and is ideal for enterprises with multi-switch environments. Genesys solutions support open standards and can be quickly integrated with leading CRM applications using Genesys Gplus Adapters. In conjunction with the suite, Genesys offers Voice Platform, an advanced IVR self-service software solution that provides access to Web-based information from any phone.
Genesys provides solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Genesys solutions are available for enterprise deployment and as an 'on-demand' or hosted service offering from Genesys Managed Services Partners.