Alcatel-Lucent launches OmniTouch Contact Center


Kuala Lumpur, July 3, 2007 — Alcatel-Lucent (Paris: CGEP.PA and NYSE: ALA) today launches the Alcatel-Lucent OmniTouch Contact Center Premium Edition, a contact center solution designed to answer mid-market businesses needs. This latest contact center solution bundles the industry-leading Alcatel-Lucent OmniPCX platform with Genesys 7 software, taking a “user-centric” approach that provides an advanced multimedia contact center with a fully centralized, graphical management environment that simplifies deployment and boosts customer value. Its features include call qualification, management of real-time business conditions, and innovative collaboration capabilities that link agents, experts and customers.

The Alcatel-Lucent OmniTouch Contact Center Premium Edition is designed to be intuitively operated by the contact center managers, supervisors and agents. Designed for 20 to 150 agents, the solution provides an easy-to-use and fully graphical interface – the Visual CC – that reduces training costs and “time to customer value” between implementation and the first call answered by an agent. Visual CC offers visibility and control at every stage, from design to operations, through real-time, color-coded interaction and call flows. For historical performance, Visual CC provides a comprehensive set of pre-defined reports to optimize contact center operations.

The Alcatel OmniTouch Contact Center Premium Edition also offers a software-only call qualification solution through the full integration of the Visual IVR (Interactive Voice Response) to collect details and speed callers to their destination. The solution also integrates a collaboration tool into the agent desktop, allowing for presence awareness, instant messaging, application sharing, and audio/web conferencing.

“The Alcatel-Lucent OmniTouch Contact Center Premium Edition provides mid-market contact centers with unprecedented visibility and control at every stage of their operations. It is a powerful multimedia-based contact center solution with great provides flexibility in agent staffing,” said Marc-Alexis Remond, General Manager, Regional Support Center, Enterprise Business Group, Alcatel-Lucent SEA. At times during the year, customers have the flexibility to increase the number of agent seats needed to instantly handle traffic peaks.

As with all Alcatel-Lucent contact center solutions, Alcatel-Lucent OmniTouch Premium Edition offers pre-integration with leading CRM applications. Alcatel OmniTouch Contact Center Premium Edition is available today from Alcatel’s accredited Business Partners worldwide.