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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 !

Alcatel-Lucent Omnitouch call center-office R8 Alcatel-Lucent Omnitouch call center-office R8 Presentation Transcript

  • OmniTouch Call Center Office September, 2010
  • Agenda
    • Introduction
    • What’s new in R8
    • Commercial Offer
    • Product description
    • Agent assistant
    • Supervisor console
    • Demonstration
  • Introduction
    • 1
  • Call Center Market
    • Important part of the Call Center market is less than 30 agents
      • Sweet spot of OmniPCX Office
      • Example : France (source Mitial Research)
    • Number of Call Centers
    • 8%
    • 9%
    • 8%
    • 0%
    • 24%
    • 51%
    • 4-19
    • 20-30
    • 31-50
    • 51-100
    • 101-500
    • > 500
  • Call Center Usages
    • Application trends (source Datamonitor)
      • Customer care/help desk : 46 %
      • Telemarketing/telesales : 24%
      • Booking : 9 %
      • Hotline : 9 %
      • Others : 12 %
    Inbound call center stands for at least 2/3 of all call center usages
  • 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
  • An « Easy-to » solution for SME Packaged solutions in line with the OmniPCX Office market approach Easy to Understand Easy to Learn Easy to Sell Easy to Install SME needs 7 items only Limited sales & technical training Packaged solutions Data collection tool Integrated : software licenses only Wizard based installation
  • Alcatel-Lucent call center portfolio
    • A component in the Alcatel-Lucent call centers range
    • Scalability
    • Features & Price
    Genesys Express Genesys Suite OmniTouch Call Center Office Genesys Compact Edition
  • Alcatel-Lucent Call Center Strategy
    • Call Center is a strategic market for Alcatel-Lucent
    • Alcatel-Lucent is a world-wide leader in Call Center Market
      • A recognized expertise in Call Center and CTI solutions
    • Alcatel-Lucent is able to address all market segments with adapted call center solutions
      • OmniPCX Office and OmniPCX Enterprise platforms
      • Embedded solutions and Genesys solution
    OmniTouch Call Centre Office won Frost & Sullivan 2009 market leadership Award for SMB Contact Centre systems
  • What’s new in R8
    • 2
  • 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
  • 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
    • 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
  • Commercial offer
    • 3
  • 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
  • Offer Summary
        • A flexible offer with 7 software licenses :
          • 3 new packages
          • 4 options
    • *Up to 5, then buy Agent desktops
    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)
  • Product presentation
    • 3
  • Introduction
    • An « all-in-one » solution
      • Seamlessly embedded ACD (Automatic Call Distribution) functions
        • Call distribution is part of the OmniPCX Office call server application
        • Client applications are managed by the system
          • Agent application
          • Supervisor application
          • Statistics application
      • Leverages and integrates with other OmniPCX Office integrated applications
        • Voice Mail
        • Automated Attendant & Multiple Automated Attendant
        • PIMphony
      • One single administration and configuration tool
        • OMC
  • Components of the Solution Supervisor Console Administration & Configuration (OMC) Statistic Manager Automated Attendant Voice Mail OmniTouch Call Center Office Call Server OmniPCX Office RCE Agent Assistant PSTN PIMphony
  • Solution Overview
  • General In-bound Call Center Principles
    • Routing & Distribution of incoming calls flow
      • According to specific call criteria & distribution rules
    • To agents or groups of agents
      • According availability, competency, time period, waiting time, etc… criteria
    • In order to maximize call completion rate
      • While optimizing callers satisfaction
    PSTN
  • Routing criteria
    • Calls are routed to destination group of agents according to
      • Caller's number (CLI)
      • Direct dial-in number (DDI)
      • Combination of CLI and DDI
    • Assignment of agent positions in one or several various groups
      • Up to 8 groups of agents
    • Possibility to statically provide pre-defined routing/destination choices through Automated Attendant
      • Prior to call center call distribution
  • Example CLI DDI +33xxxxxx +39xxxxx xx452 xx456 xx456 xx456 Agents groups Group 1 Group 2 Group 3
  • Distribution Rules
    • Calls are automatically distributed within a group to agent positions
      • either directly
      • or from a queue
      • Distribution rules
      • Rotating priority
        • e.g. to share call traffic among all agents
      • Fixed priority
        • e.g. to privilege agent competency criteria
      • Longest idle time
        • e.g. to optimize work-load of all agents
    1 4 3 2
  • Queue Management
    • Ability to place calls in a waiting queue if all agents of a group are busy
      • 8 waiting queues corresponding to the 8 groups of agents
    • Calls are placed in the queue in chronological order
      • FIFO (First-In / First-Out) management
    • Size of waiting queue is dynamic, according 2 criteria
      • Number of active agents : automatically updated when agents logs on/off
      • Traffic factor : configured by the installer/administrator
      • Possibility to specify overflow group
    4 logged agents 0.5 Max 2 queued calls
  • Waiting Queue Announcement
    • Inform callers with a message about their status in the waiting queue
      • Either estimated waiting time in the queue
      • Or rank in the queue
    • Threshold to be configured by OMC
      • Either waiting time threshold or Rank threshold
      • Fixed threshold to be defined by customer/installer
    • Voice prompt to be recorded according threshold
      • Voice prompt is played as soon as threshold is reached
        • Voice prompt played only one time when entering the queue
        • No information/prompt update when situation in queue changes
      • One threshold & voice prompt per group/queue
  • Waiting Queue Announcement - Example
    • Rank information
      • Rank threshold (in OMC) = 5
      • Voice prompt will be given each time a user enters the waiting queue and is in position >= 6
      • Ex. of voice prompt to be recorded : “There are at least 5 calls before you”
    • Waiting time information
      • Number of agents = 2
      • Waiting time threshold (in OMC) = 5 mn
      • Average call duration (in OMC) = 3 mn
      • Voice prompt is played if rank in queue is 3 : ( 5 * 2)/3
      • Ex. of voice prompt to be recorded : “Your waiting time is at least 5 mn”
  • Waiting Queue Escape
    • At any time, a caller placed in waiting queue can escape from waiting queue
      • Escape to Voice Mail Box
        • 1 mailbox per group
      • Escape to another extension (internal or external number)
        • Pre-defined number configured in OMC
      • Release the call
    • Escape sequence is “*”
    • One escape destination per waiting queue
    • Warning : escape to external number submitted to standard rules
      • Barring level of ACD port
      • In case of no reply or failure, routing to dissuasion
      • Release rules of trunk-to-trunk joining
      • etc…
  • Voice Prompts: Customer Code (1/3)
    • A set of 7 voice prompts to be played to caller
      • Call Center general welcome message
        • « Welcome » with max duration time of 60 sec
      • 3 Waiting Queue messages
        • « Waiting 1 » welcome message (played 1 time when entering the queue) ( max 60sec)
        • « Wainting 2 » is broadcasted continuously until the call leaves the queue (this announcement may contain music (max 300 sec)
        • « Estimated time » is broadcast to advise the caller that they are likely to have a certain minimum waiting time in the queue before their call is answered (max 60 sec)
      • Call Center closure message
        • « closing » played out of call center open hours (max 60 sec)
      • Call Center dissuasion message
        • « Deterrence » played when the waiting queue is saturated (max 60 sec)
      • Customer code message
    • All messages are optional and can be Recorded by the installer or the administrator
  • 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)
  • Call Distribution Overview Closed (1) Queue Queue Welcome Incoming call Normal greeting Looking for an agent Dissuasion message Dissuasion (1) Transfer and conversation Call agent Queue Patience (Loop Message 3) « * » 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) Closure message (Message 1) Agent available Agent available End of call
  • Compatibility 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 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 OmniPCX 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 Office Statistics monitoring OmniPCX Office R4.x OmniPCX Office R5.x OmniPCX Office R6.x/R7.x OmniPCX 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
  • Groups & Agents Management (1)
    • 8 groups of agents max
      • 32 agents max per group
    • Agent login status
      • Logged in : one agent software license is allocated
      • Logged out : one agent software license is released
    • Agent activity status
      • On-duty : ready to receive call center calls
      • Pause : temporarily absent
      • Wrap up time (clerical time) : performing other tasks
      • Off-duty
    • Flexible agent status management
      • Status activation by agent or supervisor
  • Groups & Agents Management (2)
    • Flexible group activity management
      • Overflow to another group with programmable time out
        • No cascading
      • Agents can belong to several ACD groups
        • Group priority option : agent in several groups will answer first calls to group of highest prirority
      • Opening/closing group
        • automatic (time slots and days of week, closing days)
        • manual (by the supervisor)
    • Configuration of groups and agents through
      • OMC for installer
      • OMC Easy+ for customer or call center supervisor
  • Agents Management Overview Up to 32 agents Group number Position in group Agent directory number & name Activity status
  • Groups Management (1) Dynamic queue size 8 priorities Overflow 8 groups and up to 32 agents 3 types of distribution
  • Groups Management (2) Opening hours : 2 time ranges per day Up to 40 exceptional closing days Up to 10 exceptional opening days
  • Agent Features (1)
    • Agent features are accessible
      • Through the phone set (login/logout, status, …)
        • With programmable keys or feature codes
        • Phone set with programmable keys
          • Keys with visualization of the states (lamps icons)
      • Through dedicated Agent software application on PC
        • Agent Assistant
    • Terminals supported
      • Wired (9-Series, 8-Series, Reflexes, e-Reflexes, Analog)
      • Wireless : 300/400 DECT 8118/8128 Wifi
      • Softphone : PIMphony IP
  • Agent Features (2)
    • Homogeneous agent activation management
      • Same management on Set and Agent Assistant application
      • 2 steps activation
        • Step 1 : Login/Logout
        • Step 2 : Status (On Duty, Off Duty, Wrap-Up, Pause)
    Login/Logout On Duty Off Duty Wrap-Up Pause
  • Agent Features (3)
    • Display of group name
      • Agent belongs to several groups
      • Display the name (or number) of the group where incoming call is received
      • In addition, display of waiting time in queue
    • Display
      • On all 8&9 Series and Reflexes/e-Reflexes with screen
      • On Agent Assistant application screen
    • Multi-secretary / Business Center option
      • Possibility to display called number instead of group name/number
      • OMC configuration
  • Agent application on IP Touch terminals (1)
    • A simple integrated application for agent needs
      • Available on Alcatel-Lucent 8/9 Series 4068, 4039, 4038, 4029, 4028
        • Free-of-charge with EasyContact Office, Welcome Office & Welcome Office Pro
      • A more user-friendly and feature-rich alternative to basic agent on set
    • An attractive set of functions and information available
        • Login/logout + Password management
        • Agent status (On/Off Duty, Pause, Wrap-Up)
        • Group monitoring
          • Display of groups the agent belongs to
          • Entering/leaving groups
        • Queue information display
          • Number of calls waiting in each group
          • Saturation indicator
  • Agent application on IP Touch terminals (2) ACD Logout Password Status Groups 102 MORRIS Tom Pause 1 :01 2:01 3 :02 4:03 Activity Status Name Number Agent Tab Groups and queues. Groups the agent belongs to are indicated in bold : means open group - means closed group Function keys & sub-menus Saturation indicator (underlined) 5-00 6-00 7:00 8:00
  • Agent assistant
    • 4
  • 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
  • Agent Assistant Overview
    • Agent Assistant Application : An unique entry point for
      • Agent assistant
      • Agent Admin
      • Agent loggin
      • Admin loggin
  • 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
  • New user experience: Agent application (2/4) Main Window with graphical option active Call queue & Agent activity monitoring per group Selected Groups
  • New user experience: Agent application (3/4) Call log Filtering criteria
  • New user experience: Agent application (4/4) Customer information Double click
  • Features (2)
    • Personal statistics
      • Activity Rate
      • Call qualification summary
  • Features (5)
    • Free seating
      • Login from any PC working place & using any telephone set
    • Screen pop-up
      • Integrated mode : pop-up of built-in Access contact cards database
      • Connected mode : pop-up of external Outlook contact cards
      • Specific mode
        • Integration with 3rd party application
        • Execute command line with CLI & DDI
      • Possible integration with PIMphony
        • Outlook, Act, GoldMine, Notes, Access
  • Supervisor console
    • 5
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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 Standby Unavailable Out of Service Outgoing non CC call No answer Agent dynamic status Call presentation
  • Features (3)
    • Groups & Agents management
      • Adding/removing agents from groups
      • Forcing agent status (e.g. on/off duty)
  • Statistic manager
    • 6
  • 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
  • Features (1)
    • 2 types of data
      • Absolute values
      • Percentages
    • 2 modes of display
      • Tables of data
      • Graphs
    • Pre-defined statistics reports
      • Customized reports through export function
      • Programmable automatic print-out function
  • Features (2)
    • Periodicity of statistics data collection
      • Daily, Weekly, Monthly
      • Or Customized
    • OmniPCX Office pre-requisite
      • Hard disk mandatory
    • Possibility to launch Statistic Manager application in remote
      • Through OMC remote connection
    • Optimization of statistics files transfer
      • Data transfer from OmniPCX Office to Statistic Manager application handled by differentiation
        • Significant time saving in remote connection
  • Group-related Statistics
    • Number of incoming calls
    • Number of answered calls
    • Number of dissuaded calls
    • Number of calls placed in waiting queue
    • Number of calls in waiting queue less than S1 (resp. S2) seconds
    • Number of calls abandoned by the caller
    • Number of calls received during closing hours
    • Number of calls that have overflown to another group
    Average busy time Average routing time Average waiting time Average ringing time Average conversation time Average abandoned time
  • Group-related Statistics - Examples
  • Agent-related Statistics
    • Number of ACD calls
    • Number of non-ACD calls
    • Number of answered calls
    • Average ringing duration
    • Number of switches to Pause
    • Number of switches to Wrap-Up
    • Number of switches to Off-duty
    • Number of switches to On-duty
    • Total duration of ACD calls
      • Total duration of non-ACD calls
    • Average duration of ACD calls
      • Average duration of non-ACD calls
    • Average ringing duration
    • Average conversation duration
    • Total duration of Pause
    • Total duration of Wrap-Up
    • Total duration of Off-duty
  • Agent-related Statistics - Examples
  • Export of Statistics
    • Ability to export statistics to standard .csv files
      • To be used by another standard (e.g. Excel) or proprietary application
      • Issue customized Call Center reports
        • Adapted and best fitting to specific customer profiles and needs
      • Develop added-value services to customers
        • For additional sources of revenue
    • Export process
      • Export activation
        • Locally (in Statistic Manager application)
        • Remotely (in Statistic Manager application through OMC)
      • Data retrieved from OmniPCX Office hard disk and saved in .csv files
      • .csv files copied on PC
  • Miscellaneous
    • 7
  • Ports Management
    • 16 ports available for Call Center usage
      • Up to 16 calls max simultaneouly in waiting queues
      • Ports shared with Multiple Automated Attendant (MAA) application
      • Ports distinct from ports of integrated Voice Mail and Automated Attendant applications
    • Dedicated ports for dissuasion
      • Ability to reserve ports (in OMC) for dissuasion only
        • Avoid situations where all ports are used to play waiting messages and new callers can’t have dissuasion message
      • Default : 2 reserved ports
  • Installation and Configuration
    • OmniTouch Call Center Office is pre-installed in OmniPCX Office
      • Except client software options (Agent Assistant, Supervisor Console and Statistic Manager)
      • Only software license to activate in the system
    • All the telephony configuration can be made by specifying
      • DDI numbers
      • Mailbox for the groups if needed and voice prompts
      • Creation of agent phones
    • If necessary complete configuration with
      • Association between (DDI, CLI) and groups
      • Association of agents and phones
      • Assignment of agents in groups
    OmniTouch Call Center Office is ready
  • Languages Supported
    • Agent Assistant, Supervisor Console & Statistic Manager user interfaces and help on line screens
    English US English French German Spanish Italian Portuguese Dutch Greek Polish Hungarian Czech Romanian Slovakian Slovanian Russian Chinese Finnish
  • Key selling points
    • 8
  • Key Selling Points for the Customer
    • A complete and comprehensive call handling solution designed for SME
      • Integrated Call Center and Voice applications
        • ACD, Auto Attendant, Voice Mail, Audiotext
    • A complete set of management tools
      • Real time monitoring and statistics
      • Administration tool
    • Customer satisfaction
      • A higher level of quality of service and greeting to the callers
    • Increased business for the company
      • Reduced number of lost and unanswered calls
    • Cost effective solution
      • Competitive approach through a packaged solution : no agent fee
      • No external PC required
  • Key Selling Points for the Business Partner
    • Additional business opportunities
      • Extend OmniPCX Office with Call Center facilities
      • Reinforce installed base position with additional products
      • Develop new services offering
    • An “easy to …” application
      • Pre installed software (only software license)
      • Wizard and graphical configuration tool
    • Very competitive positioning
      • One stop shopping solution
  • Conclusion
    • A professional OmniTouch Call Center Office offer for SME
      • Feature-rich
      • Efficient
      • Fully flexible
    • To address all types of SME needs
      • From low-cost offers to address basic ACD needs
        • EasyContact Office, Welcome Office, Agent Assistant
      • To full-featured offers to address more evolved needs
        • Welcome Office, Welcome Office Pro, Agent Assistant, Supervisor Console and Statistic Manager
      • In all sizes of SMB companies
        • OmniPCX Office and OmniPCX Office Compact Edition
  • www.alcatel-lucent.com