OmniTouch Contact Center Standard Edition
A scalable and reliable contact center solution for up to 7,000 agents.
The ideal solution for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center (CC) addresses installations of all types and sizes, from small to large capacities.
OmniTouch CC Standard Edition offers an embedded call distribution solution with Alcatel-Lucent OmniPCX Enterprise for lower TCO and ultimate reliability. Advanced supervision and agent desktop capabilities can be delivered from additional virtual machines.
하이라이트
- Route, monitor and manage inbound voice interactions for customer welcome and contact center
- Adapt your call routing strategy in minutes using the patented WYSIWYG interface
- Enjoy reliable call distribution, supervision and agent desktop capabilities
특징
- 5 to 2,800 agents on a single node, up to 7,000 agents in a multi-nodal OmniPCX Enterprise configuration
- Remote agent facilities
- Branch survivability for inbound with Passive Communication Server
- Prioritized ‘skill mapping’ routes calls according to best available resources
- Advanced queuing with embedded voice announcements
- Integration with compliant business applications, messaging services and LDAP directories
적용 이점
모델
CC Supervision: Real-time configuration, monitoring and reporting module.
CC Distribution: Automatic call distribution module.
CC Agent: Desktop application module for agents.
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