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Alcatel-Lucent OmniTouch Call Center
Office |
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Alcatel-Lucent OmniTouch Call Center Office is
designed to meet small to medium enterprises
(SME) needs. It is a complete, packaged
call-center solution reinforcing the
“all-in-one” positioning of the Alcatel-Lucent
OXO Connect.
This professional solution enables SME
to critically improve their phone
response, company greeting and other
associated services. It delivers
advanced call-queuing and call-routing
functions, optimizing management of a
large flow of incoming calls and at the
same time protecting the QoS for the
caller. The OmniTouch Call Center Office
is particularly easy to install,
configure and use, thanks to its
intuitive graphical user interfaces.
This solution
targets not only small voice-oriented
call centers, but also services with
enhanced welcome needs. Because this
solution is integrated with OXO Connect
embedded applications, such as Automated
Attendant and voice mail, it enables
your company to have a single
switchboard number and allows callers to
leave messages in an appropriate manner.
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Features |
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Automatic Call Distribution (ACD),
improving processing and increasing
number of incoming calls |
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Agent Assistant, enhancing agent
efficiency and company-resources
effectiveness |
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Supervisor Console with real-time
monitoring and supervisor overview of
service levels and traffic, monitoring
and anticipating incoming-calls flow |
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Statistic Manager, for post processing
of traffic and call information stored
in the system, controlling QoS |
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Smart Call Routing (SCR) |
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Call distribution and queue |
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Call distribution dispatches calls to available
agents, with Incoming calls automatically
distributed to services (groups) according to
both the called numbers through dialed number
identification service (DNIS) and the calling
numbers through automatic number identification
(ANI). Calls can also be distributed by the
Automated Attendant. Within each group, calls
are distributed to the agents. Each group plays
a welcome prompt to the caller. If all agents
are busy, the call is placed in the queue in
chronological order with one queue per group.
Depending on the situation, dedicated messages
are played to the caller. The queue size is
dynamic and based on the number of active
agents. However, the caller can leave the queue
at any time. Different priorities can be
assigned to the groups and calls can overflow
from one group to another if the waiting time is
excessive. Visual Queue control option gives the
ability for the agent to pick up manually, from
the queue, a given call identified as a VIP. |
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Smart Call Routing |
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The SCR can route incoming calls by analyzing
caller number, called number and optionally an
account code seized by the caller. Depending on
open/closed hours calendars, the call is
automatically routed to any company destination,
from users groups including Office call center
group, voice mail or any dial able destination.
SCR supports up to 10000 routing criteria.
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APPLICATIONS
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Three OXO Connect applications embedded with the
OmniTouch Call Center Office.
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