OmniTouch Contact Center
About OmniTouch Contact Center
OmniTouch Contact Center is a contact center software from Alcatel Lucent Enterprise that supports effective customer interactions. It provides call handling, reporting, and workforce management features so businesses can improve their customer service operations. The platform allows for multi-channel communication, integration with CRM tools, and real-time analytics capabilities to help organizations make informed decisions. Users can manage interactions via voice, chat, and email all in one place, ensuring a simplified approach to customer engagement. Key capabilities: call routing performance analytics workforce improvement multi-channel support CRM integration Best for: organizations that need to manage customer communications efficiently across various channels.
OmniTouch Contact Center by Alcatel-Lucent Enterprise is a scalable and reliable solution designed to manage inbound voice interactions across businesses of various sizes. It integrates seamlessly with OmniPCX Enterprise and provides a flexible setup capable of supporting anywhere from 5 to 7,000 agents through a multi-nodal configuration. This solution is ideal for contact centers seeking high efficiency, automatic call distribution, and advanced features to streamline customer service processes while reducing total cost of ownership. It offers remote agent support, ensuring that agents can work from various locations without compromising service quality. The user interface of OmniTouch Contact Center is designed to be intuitive, allowing agents and supervisors to easily manage call routing, monitor performance, and make necessary adjustments in real-time. The solution provides a WYSIWYG (What You See Is What You Get) interface, making it simple to adapt call routing strategies quickly. Supervisors have access to real-time configuration tools and detailed reporting, enabling them to monitor all aspects of the contact center's performance and enhance operational efficiency.
Pros & Cons
- +Scalable solution for businesses of various sizes.
- +Seamless integration with existing business applications.
- +Advanced call routing and real-time monitoring features.
- +Remote agent support allows for flexible work environments.
- −Pricing details are not readily available and must be requested.
- −May require a dedicated IT team for advanced configurations and management.
Features
Key features
- Automatic Call Distribution (ACD)
- Ensures optimal call routing to the most appropriate agents based on skills and availability.
- Real-Time Monitoring
- Supervisors can monitor the entire contact center's performance in real time, making necessary adjustments instantly.
- Advanced Queuing
- Includes voice announcements and prioritization for better customer experience.
- Remote Agent Support
- Allows agents to work remotely without compromising performance or service quality.
- Multi-Nodal Capability
- Supports up to 7,000 agents through multiple OmniPCX Enterprise nodes for larger contact centers.
Additional features
- OmniPCX Enterprise Integration
- Seamless integration with the OmniPCX communication server.
- Skill-Based Routing
- Routes calls based on agent skills, ensuring that customers speak to the right person.
- Passive Communication Server
- Provides branch survivability for inbound calls, ensuring reliable service during outages.
- WYSIWYG Interface
- Enables users to adapt their call routing strategies quickly without technical knowledge.
- Real-Time Configuration and Reporting
- Supervisors can adjust configurations in real-time and access detailed reports.
- Business Application Integration
- Integrates with LDAP directories and other business applications for improved functionality.
- Voicemail and Call Announcement Integration
- Includes advanced voice announcements during call queues for better user experience.
Pricing
Countries & Languages
Interface languages
Billing currencies
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About OmniTouch Contact Center
OmniTouch Contact Center is a contact center software from Alcatel Lucent Enterprise that supports effective customer interactions. It provides call handling, reporting, and workforce management features so businesses can improve their customer service operations. The platform allows for multi-channel communication, integration with CRM tools, and real-time analytics capabilities to help organizations make informed decisions. Users can manage interactions via voice, chat, and email all in one place, ensuring a simplified approach to customer engagement. Key capabilities: call routing performance analytics workforce improvement multi-channel support CRM integration Best for: organizations that need to manage customer communications efficiently across various channels.
OmniTouch Contact Center Details
OmniTouch Contact Center's In-App Market Place
Does OmniTouch Contact Center have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
NA
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), AUD (A$), CAD (C$), CHF (CHF), SEK (kr), NOK (kr), DKK (kr), HKD (HK$), SGD (S$), NZD (NZ$), KRW (₩), INR (₹), CNY (¥), MXN (Mex$), BRL (R$), RUB (₽)
Pros & Cons
- Scalable solution for businesses of various sizes.
- Seamless integration with existing business applications.
- Advanced call routing and real-time monitoring features.
- Remote agent support allows for flexible work environments.
- Pricing details are not readily available and must be requested.
- May require a dedicated IT team for advanced configurations and management.
OmniTouch Contact Center's Support Options
Email Address
infoMEA@al-enterprise.comContact
+33 1 55 66 70 00OmniTouch Contact Center's Alternatives
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