Contact Centre & IVR

An effective contact center is essential for your dynamic enterprise, connecting you with customers and making communication and knowledge driving forces in your business processes. SSP offers several Call Centre & IVR products, varying by size, functionality and PBX type. Regardless of the size, complexity, or functionality requirements of your company's contact centre, we have the right solution for you.

OmniTouch Call Center - Office Edition down arrow
OmniTouch Contact Center - Standard Edition down arrow
OmniTouch Contact Center - Premium Edition down arrow
OmniGenesys Contact Center down arrow
OmniTouch 4625 Contact Center Interactive Voice Response down arrow
Nuance Call Steering down arrow

Contact Centre & IVR Solutions:

  • OmniTouch Call Center Office Edition

    omnitouch call center office editionThe Alcatel-Lucent OmniTouch Call Center Office is designed for small enterprises with up to 32 agents and runs on the Alcatel-Lucent OmniPCX Office. This simple, all-in-one solution is designed to enhance customer relationship management and grow with the company's needs.

    The solution includes:

    • Automatic Call Distribution (ACD), which is fast and easy to install and configure
    • Monitoring and statistics, including a supervisor application and a statistics application
    • Agent assistant, a user-friendly interface that allows each agent to access the various functions needed for his activity
    • Automatic call distribution with advanced call queuing mechanisms
    • Agent assistance application including session control and personal statistics
    • Supervisor console for group and agent monitoring and management
    • Statistics manager applications
    • Improved quality of service and optimized use of company resources
    • Easy call management directly from the agent's computer screen
    • Enhanced visibility of agent performance and improved financial management
  • OmniTouch Contact Center Standard Edition

    omnitouch call center standard editionAlcatel-Lucent OmniTouch CC Standard Edition is the ideal solution for companies with contacts centers that are mainly driven by voice interactions, with up to 30 agents.

    OmniTouch CC Standard Edition offers an embedded solution with the Alcatel-Lucent OmniPCX Enterprise, where the contact center capabilities, such as Supervision and Distribution, are managed within the call server.

    Components and Features:

    • CC Supervision:

      Offers real-time supervision and configuration at the click of a mouse, monitoring all objects (pilots, queues and groups) and providing full statistics compilation and detailed reports.

    • CC Distribution:

      A new-generation ACD (automatic call distribution) based on the Alcatel-Lucent OmniPCX Enterprise, which features an exclusive decentralized architecture, managing traffic and resources beyond competitive norms. It offers a cost-based routing algorithm and the ability to build a virtual contact center.

    • CC IVR:

      Provides interactive voice response (IVR), enabling the company to offer its customers reliable, powerful self-service functionality, using the latest speech and text-to-speech technology, with multimedia information disseminated by voice, fax or e-mail.

    • G-CTI:

      Part of the OmniTouch family, Genesys CTI provides computer telephony integration and off-the-shelf connectors to major CRM applications, as well as a Web-based interface for agents.

    • CC Agent:

      A desktop application for agents in an Alcatel-Lucent OmniPCX Enterprise-based contact center, providing agents with full telephony and session control, advanced call monitoring, individual and group statistics and access to critical information from the desktop.

    • CC Outbound:

      Both a dialer and a campaign manager from the Alcatel-Lucent OmniTouch family, this advanced solution is designed to implement telemarketing campaigns.

    • CC Email:

      A Contact Center is ideally suited to cope with the "email load" as it is an organized and reliable infrastructure combining manpower and technology. Alcatel Contact Center email for the Alcatel OmniTouch suite is the email management system that automates electronic messaging between organizations and customers.

    • Wallboards:

      A range of 3 wallboards, of 2 lines, 4 lines and 6 lines.

  • OmniTouch Contact Center - Premium Edition

    omnitouch call center standard editionThe award-winning Alcatel-Lucent OmniTouch Contact Center Premium Edition is designed for contact centers with 30 to 150 agents who do not have large and available IT departments to rely on.

    Based on the OmniPCX platform and Genesys 7, the Premium Edition presents its features in a fully centralized, graphical management environment that is immediately intuitive and operational to contact center managers, supervisors and agents.

    Some of its advanced features include:

    • An embedded solution for call qualification
    • Management of real-time business conditions
    • Innovative collaboration capabilities that link agents, experts and customers
    • Visual CC is the cornerstone of the solution and offers role-oriented capabilities (for supervisors, team leaders, administrators) and offers a unique interface all along the different phases of the project: design, operate, expose. By a click of mouse, you can define your distribution schemes, services and agent groups, then manage your queues, tune your services and access a comprehensive set of reports.
    • Visual IVR is a complete call pre-qualification module and is integrated into the solution and doesn't require any additional server. You can play menus, prompts and do database queries to qualify your customers and route them accordingly.
    • Embedded CTI capabilities - coupled or not with CRM applications - and more importantly breakthrough features such as real-time collaboration and overrun capabilities to handle unexpected peaks of business.
    • CC Teamer extends the reach and knowledge of agents through effective collaboration with experts delivering on the promise of first contact resolution resulting in a superior customer experience.
  • OmniGenesys Contact Center

    omnigensysAlcatel-Lucent OmniGenesys Contact Center is the intelligent combination of Genesys' industry-leading contact center software and the Alcatel-Lucent OmniPCX Enterprise platform, linked by Alcatel-Lucents RSI (Routing Services Intelligence) software layer.

    It's the ideal solution for enterprises seeking to improve their interactions with customers by setting up advanced routing capabilities to route calls to the most appropriate agent.

    This Alcatel-Lucent suite handles all aspects of contact center activity, from voice call distribution to full multimedia routing, workforce optimization and voice portal capabilities, providing the operational excellence required by enterprises.

    Models:

    • OmniGenesys G Suite: Designed for large enterprises, is the world's leading solution for enterprise contact centers.
    • OmniGenesys G Express: A packaged solution designed for a maximum of 75 (150) agents, features an easy installation process.
  • OmniTouch 4625 Contact Centre Interactive Voice Response

    The Alcatel-Lucent OmniTouch 4625 CCIVR is an easy-to-use and easy-to-maintain IVR solution for enterprises with up to 300 contact center agents. It helps your customers engage with you in a positive way without overloading your contact center agents. A professional and consistent welcome message greets customers. Speech recognition capabilities, available in multiple languages, let customers communicate naturally, similar to the way they would speak to an agent - "What department would you like to speak to" - "Services department, please". Automated directories enable self service, expected wait times are reduced and customers can learn about new products and services while they wait.

    During peak call periods, customers can choose to leave a voice mail or arrange a call back to avoid long waits and help you reduce the number of abandoned calls. They can also quickly access answers to frequently asked questions, even during off hours. Interactive, multimedia information distribution contributes to a more personal communications experience. And automated, after-call satisfaction surveys give you the information you need to fine tune your system for ongoing customer satisfaction.

  • Nuance Call Steering

    nuance logoMany organizations offer so many options within their self-service IVR systems that they end up frustrating customers. Call Steering solutions from Nuance provides the most accurate, cost-effective method of directing customers within a contact center. Unlike touchtone systems, whose complex menu mazes lead to misrouted calls and a bad customer experience, a speech-enabled Call Steering solution allows customers to describe their needs in their own words and be routed immediately to their destination. Organizations can present a unified brand by consolidating multiple phone numbers into a single access point. The result is an improved caller experience, shorter call times, fewer misrouted calls and higher automation, for a compelling ROI.

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