The deployment features Alcatel-Lucent's OmniTouch Contact Center
Premium Edition solution, specifically designed to ease the management burden on mid-sized contact centres and provide the same multimedia capabilities as larger organisations.
Alcatel enhanced its pre-packaged Alcatel OmniTouch contact center
suite, integrating the contact center functionality from its subsidiary Genesys Telecommunications Laboratories) Inc.
The IP telephony solution is based on the Alcatel-Lucent OmniPCX Enterprise platform and OmniTouch Contact Center
Premium software, which connects knowledge amongst its agents and provides real-time information on operational support status, enabling additional resources to be allocated from elsewhere in the business where necessary, in order to maintain a high level of customer service at all times, the company said.
Based on an open architecture with built-in CTI technology, the OmniTouch Contact Center
suite increases customer relationship management (CRM) capabilities using multimedia communication channels and third-party applications.
The BiCS solution is a solution for enterprises with 500 users, supporting 1,000 users later in 2008, and includes: Communication server: OmniPCX Enterprise IP telephony & Alcatel-Lucent 4645 voice mail; Management: OmniVista 4760 Network Management System; Contact Center: OmniTouch Contact Center
Standard Edition; Communication: My Instant Communicator; Openness to third party application: XML APIs for simplified third party application integration; High reliability: hard disk mirroring; and 'Try before Buying' with five free licences of communication applications.
The solution is based on the Alcatel-Lucent OmniPCX Enterprise platform, OmniTouch Contact Center
software and OmniVista 4760 Network Management platform.
According to the company, the Alcatel-Lucent BiCS is a multi-service, single-server communication solution for enterprises with up to 500 users, which features: OmniPCX Enterprise IP telephony & Alcatel-Lucent 4645 voice mail; OmniVista 4760 Network Management System; OmniTouch Contact Center
Standard Edition; My Instant Communicator; XML APIs for simplified third party application integration; hard disk mirroring; as well as five free licences of key communication applications.