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.

 

 


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