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Alcatel-Lucent Omnitouch call center-office R8

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Alcatel-Lucent Omnitouch call center-office R8 update. Facelift of the apps and some new features.

Alcatel-Lucent Omnitouch call center-office R8 update. Facelift of the apps and some new features.

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  • Agenda Pages
    This page allows for the listing of the sections within a presentation.
  • Frost & Sullivan market leadership Award* for Contact Center System, including our key solution OmniTouch Call Center Office Edition
    “Alcatel-Lucent is recognized for its clear understanding of EMEA's small- and medium-size business (SMB) contact center market requirements and its equally clear vision for addressing those demands,” noted Frost & Sullivan Research Analyst Joe Outlaw. “
    “Alcatel-Lucent understands that SMB environments must respond to the dynamics of today’s businesses by providing ease of use, automatic agent license increases, and by enabling agents or enterprise users the ability to log into the contact center from any phone, either on or off the enterprise campus,” remarked Outlaw.
  • Frost & Sullivan market leadership Award* for Contact Center System, including our key solution OmniTouch Call Center Office Edition
    “Alcatel-Lucent is recognized for its clear understanding of EMEA's small- and medium-size business (SMB) contact center market requirements and its equally clear vision for addressing those demands,” noted Frost & Sullivan Research Analyst Joe Outlaw. “
    “Alcatel-Lucent understands that SMB environments must respond to the dynamics of today’s businesses by providing ease of use, automatic agent license increases, and by enabling agents or enterprise users the ability to log into the contact center from any phone, either on or off the enterprise campus,” remarked Outlaw.
  • Telephony market outlook 2009 and beyond
    In Q1 09 the line shipments were down 23% in average versus Q1 2008.Alcatel-Lucent was in the average, down 22%, while Cisco did well -11% and Nortel suffered
    most – 40%, Avaya down 28%, NEC down 32% and Siemens down 16%.
    For the full year 2009, Gartner forecasts for a drop of 19% in line shipments. Customers will hold off decisions and expend their PBX’s life until 2010.
    This is a pessimistic view compared with our internal market intelligence
    team which foresees an 11.6% drop in 2009 for the voice market.
    Sales -27% 2009 vs. 2008
    Lines -28%
    Systems 25%
  • Call queue & agent activity monitoring:
    Indicates agent activity: one green bubble equals one agent involved in a call
    As Group 1 contains 2 agents, both are busy
    Red bubble indicates in addition call in the queue
  • Call type allows to qualify a call
    Qualification criteria are defined by configuration (VIP, …etc), up to 10 max
  • Agent, if rights allowed by administrator, can modify, adapt his group assignments
  • Agent becomes ‘Unavailable’ after three call presentation attempt without reply !

Transcript

  • 1. All Rights Reserved © Alcatel-Lucent 2010•1 | OmniTouch Call Center Office | September 2010 OmniTouch Call Center Office September, 2010
  • 2. All Rights Reserved © Alcatel-Lucent 2010•2 | OmniTouch Call Center Office | September 2010 Agenda 1. Introduction 2. What’s new in R8 3. Commercial Offer 4. Product description 5. Agent assistant 6. Supervisor console 7. Demonstration
  • 3. All Rights Reserved © Alcatel-Lucent 2010•3 | OmniTouch Call Center Office | September 2010 Introduction 1
  • 4. All Rights Reserved © Alcatel-Lucent 2010•6 | OmniTouch Call Center Office | September 2010 Positionning Integrated Call Center application in OmniPCX Office  With professional ACD (automatic call distribution) facilities  Formal and informal ACD usage Address SME needs  Small Call Center solution: 8 groups max, 32 agents max.  Fully integrated solution  Reinforce the “All-in-one” positioning of OmniPCX Office  Easy to deploy  Additional external application modules for enhanced functionalities Competitive pricing  Packages adapted to different market segments
  • 5. All Rights Reserved © Alcatel-Lucent 2010•8 | OmniTouch Call Center Office | September 2010 Alcatel-Lucent call center portfolio A component in the Alcatel-Lucent call centers range •Scalability •Features&Price Genesys ExpressGenesys Express Genesys SuiteGenesys Suite OmniTouch CallOmniTouch Call Center OfficeCenter Office Genesys Compact EditionGenesys Compact Edition
  • 6. All Rights Reserved © Alcatel-Lucent 2010•10 | OmniTouch Call Center Office | September 2010 What’s new in R8 2
  • 7. All Rights Reserved © Alcatel-Lucent 2010•11 | OmniTouch Call Center Office | September 2010 What’s new in OmniPCX Office RCE release 8 (1/3)  Drastic simplification of the offer  More flexible commercial offer to better cope with market demands  Backwards compatibility and smooth migration path
  • 8. All Rights Reserved © Alcatel-Lucent 2010•12 | OmniTouch Call Center Office | September 2010 What’s new in OmniPCX Office RCE release 8 (2/3)  Increased limits thanks to the new powerful CPU  CLI table increased from 1000 to 5000 entries with import/export facilities in .csv format  Maximum number of Supervisors Increased from 4 to 8  HW required only for Statistic Manager  Features  “Customer identification” to autmaticcaly display an information sheet of the customer  New Call log & Customer database
  • 9. All Rights Reserved © Alcatel-Lucent 2010•13 | OmniTouch Call Center Office | September 2010 •Example of a PC desktop showing the three supervisor display modes and Agent Assistant application What’s new in OmniPCX Office RCE release 8 (3/3)  New user experience for agent & supervisor applications  Agent and Agent Configuration Application simplification
  • 10. All Rights Reserved © Alcatel-Lucent 2010•14 | OmniTouch Call Center Office | September 2010 Commercial offer 3
  • 11. All Rights Reserved © Alcatel-Lucent 2010•15 | OmniTouch Call Center Office | September 2010 OmniTouch Call Center Office Commercial Offer  Three commercial packages  Welcome: Entry level price driven package & 5 agents  Welcome Smart: 5 agent desktops (5 basic agents + 5 agent assistants on PC) & 1 supervisor  Welcome Pro: 15 agent desktops, 1 supervisor, Statistics  Additional options  1 additional agent assistant for Welcome only  1 additional Agent desktop software license (Basic agent + agent assistant)  1 additional Supervisor software license  Statistics software license for Welcome and Welcome Smart  No upgrade license anymore
  • 12. All Rights Reserved © Alcatel-Lucent 2010•16 | OmniTouch Call Center Office | September 2010 Offer Summary A flexible offer with 7 software licenses:  3 new packages  4 options Welcome Welcome Smart Welcome Pro OmniPCX Office RCE Agent desktops (Active + assistant) Active agents Agent Assistant Supervisor Statistics 0 (Up to 32 in option) 5 Option (max 5)* Option (max 8) Option (Only with HD) 5 (Up to 32 in option) NA NA 1 (up to 8 in option) Option (Only with HD) 15 (Up to 32 in option) NA NA 1 (up to 8 in option) Yes (Only with HD) •*Up to 5, then buy Agent desktops
  • 13. All Rights Reserved © Alcatel-Lucent 2010•17 | OmniTouch Call Center Office | September 2010 Product presentation 3
  • 14. All Rights Reserved © Alcatel-Lucent 2010•30 | OmniTouch Call Center Office | September 2010 Voice Prompts : Customer Code (1/3) 2 possibilities for recording voice prompts  Downloading of .wav filesRecording from a set Max. duration of voice prompts  60 sec max per message  5 mn for patience message Messages can be played in addition to other OmniPCX Office voice prompts  Welcome greeting/pre-announcement, voice mail, music on hold NEW ( Customer Code VP)
  • 15. All Rights Reserved © Alcatel-Lucent 2010•31 | OmniTouch Call Center Office | September 2010 Closed (1) Queue Call Distribution Overview Closure message (Message 1) Queue Welcome Incoming call Normal greeting Looking for an agent Dissuasion message Dissuasion (1) Transfer and conversation Call agent Agent available Agent available Queue Patience (Loop Message 3) End of call « * » Escape from Queue (Message 2) Queue Status •(1) : Possibility to forward call to another extension (internal or external) or to group mailbox Customer Code NEW ( If ACD group is configured with Customer Code, User is prompted to enter Customer Code)
  • 16. All Rights Reserved © Alcatel-Lucent 2010•32 | OmniTouch Call Center Office | September 2010 Compatibility OmniTouch Call Center Office Agent assistant, Supervisor Console, Statistic monitoring Windows 2000 SP4 Windows Server 2003 Windows XP-SP3 Windows Vista Windows Seven Windows 2008 ACD R2 Yes Yes Yes No No No ACD R3 Yes Yes Yes No No No ACD R4 Yes Yes Yes Yes No No ACD R5 Yes Yes Yes Yes Yes No ACD R6 Yes Yes Yes Yes Yes Yes Office Agent assistant, Supervisor Console OmniPCX Office R3.1/R4.x OmniPCX Office R5.x OmniPCX Office R6.x/R7.x OmniPC X Office R8.x ACD R2 Y Y Y N ACD R3 Y Y Y N ACD R4 Y Y Y N ACD R5 Y Y Y N ACD R6 Y Y Y Y ACD R2 -> OmniPCX Office R3.x and R4.x ACD R3 -> OmniPCX Office R5.x ACD R4 -> OmniPCX R6.x and R7.0 ACD R5 -> OmniPCX R7.1 ACD R6 -> OmniPCX RCE R8.0 Office Statistics monitoring OmniPCX Office R4.x OmniPCX Office R5.x OmniPCX Office R6.x/R7.x OmniPC X Office R8.0 ACD R2 Y Y Not supported * N ACD R3 Y Y Y N ACD R4 Y Y Y N ACD R5 Y Y Y N ACD R6 Y Y Y Y
  • 17. All Rights Reserved © Alcatel-Lucent 2010•43 | OmniTouch Call Center Office | September 2010 Agent assistant 4
  • 18. All Rights Reserved © Alcatel-Lucent 2010•44 | OmniTouch Call Center Office | September 2010 General Data An external user-friendly agent application on PC  Evolved features and facilities to increase agents quality of welcome and performance PC requirements  CPU : Pentium 500 MHz  RAM : 64 MB  Hard Disk : 50 MB  Operating system  Windows NT4 SP6  Windows 2000 SP4  Windows XP  Windows Vista  Windows 7  Windows 2008  Ethernet board
  • 19. All Rights Reserved © Alcatel-Lucent 2010•45 | OmniTouch Call Center Office | September 2010 Agent Assistant Overview Agent Assistant Application : An unique entry point for •Agent assistant •Agent Admin Agent loggin Admin loggin
  • 20. All Rights Reserved © Alcatel-Lucent 2010•46 | OmniTouch Call Center Office | September 2010 New user experience: Agent application (1/4) Main Window and principles Call log Customer database Application settings Help Online About box Off Duty Clerical work Temporary absence On duty
  • 21. All Rights Reserved © Alcatel-Lucent 2010•47 | OmniTouch Call Center Office | September 2010 New user experience: Agent application (2/4) Main Window with graphical option active Call queue & Agent activity monitoring per group Selected Groups
  • 22. All Rights Reserved © Alcatel-Lucent 2010•48 | OmniTouch Call Center Office | September 2010 New user experience: Agent application (3/4) Call log Filtering criteria
  • 23. All Rights Reserved © Alcatel-Lucent 2010•49 | OmniTouch Call Center Office | September 2010 New user experience: Agent application (4/4) Customer information Double click
  • 24. All Rights Reserved © Alcatel-Lucent 2010•52 | OmniTouch Call Center Office | September 2010 Supervisor console 5
  • 25. All Rights Reserved © Alcatel-Lucent 2010•53 | OmniTouch Call Center Office | September 2010 Supervisor Console: General Data External Call Center supervisor application on PC for  Real-time traffic statistics and groups/agents performance analysis  Groups and agents configuration and management  Up to 8 supervisors PC requirements  CPU : Pentium 500 MHz  RAM : 64 MB  Hard Disk : 50 MB  Operating system  Windows NT4 SP6  Windows 2000 SP4  Windows XP  Windows Vista  Windows 7  Windows 2008  Ethernet board
  • 26. All Rights Reserved © Alcatel-Lucent 2010•54 | OmniTouch Call Center Office | September 2010 New user experience: Supervisor application Overview Three presentation modes are provided: Grid mode • Up to 8 groups and 32 agents can be supervised simultaneously • The display of groups and agents can be customized (selection and place) Modular mode: • Agent activity (per agent) • Group activity (per group) Tool Bar • Minimized Grid mode in tool bar ( for a quick overview) •Example of a PC desktop showing the three supervisor display modes and Agent Assistant application
  • 27. All Rights Reserved © Alcatel-Lucent 2010•55 | OmniTouch Call Center Office | September 2010 New user experience: Supervisor application (1/4) Main Window and principles Green color: normal functioning Orange color: exceptional functioning (e.g. an agent is engaged in a non CC call) Red color: indicates always a malfunctioning (e.g. saturated group) Display or not the below grid Organize manually your grid: Drag & Drop items Sort the grid: Agents in first row, Groups in second row Sort the grid: Groups in first row, Agents in second row Application settings Help Online About box Status of selected Groups Status of selected Agents
  • 28. All Rights Reserved © Alcatel-Lucent 2010•56 | OmniTouch Call Center Office | September 2010 New user experience: Supervisor application (2/4) Group information Double click on the middle to change the group status Double click on group name to display Group activity Saturation status Queuing status Dissuasion status Right click on the middle to display list of agents belonging to group 1
  • 29. All Rights Reserved © Alcatel-Lucent 2010•57 | OmniTouch Call Center Office | September 2010 New user experience: Supervisor application (3/4) Agent information Double click in the middle to get access to agent’s parameters Double click on agent’s name to display agent activity
  • 30. All Rights Reserved © Alcatel-Lucent 2010•58 | OmniTouch Call Center Office | September 2010 New user experience: Supervisor application (4/4) Icons & colors Off duty Temporary absence Clerical work On duty Group closed Group open Group saturated Group in dissuasion Green color: normal functioning Orange color: exceptional functioning (e.g. an agent is engaged in a non CC call) Red color: indicates always a malfunctioning (e.g. saturated group) Agent status Group status Call routing In conversation StandbyUnavailable Out of Service Outgoing non CC call No answer Agent dynamic status Call presentation
  • 31. All Rights Reserved © Alcatel-Lucent 2010•60 | OmniTouch Call Center Office | September 2010 Statistic manager 6
  • 32. All Rights Reserved © Alcatel-Lucent 2010•61 | OmniTouch Call Center Office | September 2010 General Data External Call Center statistics application on PC for  Off-line / Consolidated traffic and groups/agents performance analysis  Export of data available PC requirements  CPU : Pentium 500 MHz  RAM : 64 MB  Hard Disk : 50 MB  500 MB for 1 year statistics  Operating system  Windows NT4 SP6  Windows 2000 SP4  Windows XP  Windows Vista  Windows 7  Windows 2008  Ethernet board