Data Sheet

Alcatel-Lucent OpenTouch® Customer Service A comprehensive modular application for multi-media contact center management

A modular contact center solution that handles agent-based and self-service multimedia interactions, OpenTouch Customer Service helps simplify the workflow between customers, the contact center and the rest of the organization.

The OpenTouch Customer Service enables unified management of all customer-related activities in the front and back office. For maximum business value, the OpenTouch Customer Service ensures that business rules, monitoring and automation are always consistently applied for voice, digital and social media interactions.

The OpenTouch Customer Service enriches the Alcatel-Lucent OmniTouch® Contact Center Standard Edition platform with multimedia interactions.

Features Benefits Unified Interaction A real-time platform that unifies all activities in a queue, making it faster to reuse resources, processes and knowledge Unified Routing Applies skills-based routing rules to all activities, so customers receive the best service from the most appropriate resource Unified Dialer Award-winning dialer including powerful predictive dialing algorithms with accurate call classification, compliant with the most demanding telemarketing legislation Unified Desktop A single desktop that unifies all agent applications, for faster data access and reduced agent training time Voice Portal A powerful software voice platform that delivers a superior self-service experience, allowing speech-enabled and touch-tone access to self-service customer care and outbound notifications Workflow Unifies processes across the organization, bringing contact center efficiency to the whole business Management Portal A customizable all-in-one tool for managing a multimedia contact center in real time Integration Server and Delivers out-of-the-box integration with CRM, ERP, Quality Monitoring and Workforce Management applications Connectors Technical specifications • Banner mode Real-time monitoring and historical reporting • Knowledge management • Multi-time zone support Unified Interaction • LDAP Directory • Custom views • Multimedia interactions • Contacts Base ¬ Configure dashboards ¬ Voice with callbacks • Answer templates (Email, Chat, Social ¬ Hierarchical information display ¬ Email media) ¬ Context-sensitive information display ¬ Web chat with callback • Agent Motivator • Agents, teams, campaign states and ¬ Social media: Facebook, Twitter • Fully customizable thru scripting performance monitoring ¬ SMS • Unified Desktop Windows • Queues monitoring Unified Routing ¬ PC client • Call classification • Multi-site • Unified Desktop Web • KPIs • Multi-time zone ¬ Internet Explorer • Operational and business alarms • Workload overflow ¬ Firefox Integration Server and Connectors • Virtual routing Voice Portal (IVR) • Native Connectors • Pre-routing • Emergency Closure ¬ CRM: Siebel, SAP, MS-Dynamics • Pre-defined default routing strategies • Inbound and Outbound ¬ Recorder: Verint, Alcatel-Lucent • Rules-based routing • Integrated with ASR/TTS OmniPCX RECORD ¬ Time based • Integrated with natural language ¬ WorkForce Management (WFM): Verint, ¬ Calendar based Teleopti ¬ Source/destination based Workflow ¬ Wallboard: Alcatel-Lucent Soft Panel • Centralized definition and distribution ¬ Volume based Manager of processes ¬ Geography based • Native Application Programming Interfaces • Priority management ¬ Skill based ¬ .NET, Java, SOAP/Web services, C/C++ • Single view of all pending work API ¬ Case based • Integration with company business Design Studio ¬ Overflow based processes support • Intelligent routing • Text and graphical environment Management Portal ¬ Scripting based • Auto-completion Management ¬ Business application information based • Unified Interaction, Unified Routing, • Profile-based interface Unified Dialer, Unified Desktop, Voice ¬ Customer profile based • Configuration Portal Workflow, Management Portal • Blending with outbound dialing • Campaign creation support Unified Dialer (outbound) • Workforce management • Inbound, outbound and IVR scripts • Multiple dialing modes ¬ Add/remove agents • Enhanced debugging ¬ Preview ¬ Skills • Templates ¬ Power ¬ Teams • RAD: Rapid Application Development ¬ Predictive (award-winning algorithm) ¬ Floor plans • Automatic campaign definition • Filter support • Business data support Architecture • UK- & US-specific regulation compliance • Alarms • Integration with OmniTouch Contact Unified Desktop • Routing rules Center Standard Edition • Single workspace for all • Recording rules ¬ CTI (Unified Interaction, Unified Dialer) ¬ Live interactions • Pacing rules ¬ SIP (Voice Portal) ¬ Logged interactions • Compliance rules ¬ Agent synchronization ¬ Tasks • SLAs • Modular design • Optimized control of all multimedia • Live configuration update • VMware interactions (Voice, Email, Chat, Social • Start/stop campaign • High availability media, SMS ...) • Load contacts lists • Deep integration with business application • Broadcast messages support • Scoring

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