Alcatel
OmniPCX Office - Call Center
Call Center Solution
The Alcatel OmniPCX Office provides an integrated call center
solution that enables you to provide a professional welcome
to callers and distribute calls automatically. It includes a
complete set of applications including: the Supervisor Console
for real-time monitoring, the Statistics Manager for historical
reporting, and the Agent Assistant, a desktop application for
user comfort. This solution provides everything you need to
greet your customers efficiently and professionaly. The Alcatel
OmniTouch Call Center Office is a simple, comprehensive and
flexible call center solution that really opens the door to
new business opportunities for your company.
Whatever the size of your company, Alcatel Omnitouch Call Center
office is available on the whole OmniPCX Office range.
Automatic Call Distribution
The ACD application enables calls to be dispatched to the available
person acting as an agent. Incoming calls are automatically
distributed to the appropriate group of agents. If all agents
in that group are busy, the call is placed in the queue in chronological
order. The solution provides advanced call queuing features,
such as customizable messages for each group, waiting time announcement,
with estimated waiting time or rank in the queue, depending
on the situation.
Call distribution is very flexible, so that calls can be allowed
to overflow from one group to another if the waiting time is
excessive. This reduces the number of lost calls and increases
your customers' satisfaction.
Agent interface
User efficiency and customer satisfaction rely on the capacity
to handle calls easily. Taking advantage of the new Alcatel
phones range, a user friendly interface is proposed to each
agent with rich functions that simplifies call management.
OmniTouch Call Center agent interface
Agent Assistant application
The Agent Assistant is a PC based user-friendly interface that
allows each agent to access the various functions he needs for
his activity. This desktop application provides session control,
personal and group activity and screen pop-ups of related information.
The agent can access information such as called and calling
number, and call-waiting time in the queue; he can also view
the number of calls that are waiting for the various groups
he belongs to.
The Agent Assistant gives a real boost to staff productivity!
It helps you structure your company's call handling and call
distribution.
The supervisor console
The supervisor application enables you to measure and analyze
performance and service levels in real time. The function provides
real-time monitoring for agents, groups and lines, and allows
you to modify the status of each group and agent, if necessary.
The application enables you to anticipate incoming call flows
and ensure high-quality service by allocating necessary ressources.
The statistics Manager
Your customers' needs and your company's internal organization
are always evolving. The statistics application gives you a
comprehensive analysis of your company's call center activity,
enabling you to keep a step ahead - and remain competitive.
The application provides reports on groups, agents, calls and
lines, providing an essential tool that helps you anticipate
call traffic, boost internal productivity, evaluate call center
performance and improve customer satisfaction. Reports can be
exported to an external application for specific analysis.
Return
Top
