Datasheet
Supervisor
CallersCallers
OmniPCX
Office
with embedded ACD, Automated Attendant and Voice Mail
Supervisor Console Statistic Manager
TerminalsTerminals
A
gent Assistant
A
gent Assistant
Logged agentsLogged agents
Telecommunication is one of the most essential factors in building customer relations, and the role of call
centers is becoming more and more important as they have to handle an increasing number of calls. Your call
center’s capacity, your agent’s ability to answer and efficiently deal with customer requests, and the quality of
service provided by your call center are of strategic importance. They reflect the image of your entire company.
Alcatel OmniTouch Call Center Office
is designed to meet SME needs. It’s a
complete, packaged call center solution
reinforcing the “All-in-One” positioning
of OmniPCX Office allowing users to:
• improve call handling,
• handle more calls,
• optimize the efficiency and
effectiveness of the company’s
resources,
• keep the quality of service under
control,
• monitor and anticipate the incoming
calls flow.
This professional solution enables Small
and Medium Businesses to critically
improve their phone response, company
greeting and other associated services.
It delivers advanced call queuing and
call routing functions, to optimize
management of a large flow of incoming
calls and at the same time protect the
quality of service for the caller. The
Alcatel OmniTouch Call Center Office
is particularly easy to install, configure
and use, thanks to its intuitive graphic
user interfaces.
This solution targets not only small
voice oriented call centers, but also
services with enhanced welcome needs.
It includes:
• Automatic Call Distribution (ACD) to
improve processing of incoming calls,
• the Agent Assistant, a desktop
application for the agent enhancing
his or her efficiency,
• the Supervisor Console, providing
real-time monitoring and allowing the
supervisor to overview service levels
and traffic,
• the Statistic Manager, an application
dedicated to post-processing of traffic
and call information stored in the
system.
As this solution is integrated with
OmniPCX Office embedded
applications such as Automated
Attendant and the Voice Mail, it enables
your company to have a single
switchboard number and allows callers
to leave messages in an appropriate
manner.
INTEGRATED CALL CENTER SOLUTION
Alcatel OmniTouch Call Center Office