ALCATEL OMNI CONTACT CENTER SOLUTIONS THE BEST STRATEGY TO KEEP YOUR CUSTOMERS SATISFIED

Transcription

1 ALCATEL OMNI CONTACT CENTER SOLUTIONS THE BEST STRATEGY TO KEEP YOUR CUSTOMERS SATISFIED

2 Alcatel Omni Contact Center Solutions: four cutting-edge options The OmniTouch Range > Alcatel OmniTouch Voice > Alcatel OmniTouch Multimedia The OmniGenesys Range > Genesys Express > Genesys Suite >2 ALCATEL

3 THE BROADEST RANGE OF CONTACT CENTERS, THE BROADEST RANGE OF BENEFITS Every company is different. The organization is different; the geographical distribution varies; they come in all shapes and sizes. It s a complex world. The challenge for us at Alcatel as a vendor of next-generation contact center solutions is to address both the differences and the complexity. Fitting your profile Which we do by offering you a complete range of possibilities. And by adapting the most appropriate to meet your precise situation. Which is why we can provide you with the contact center solution that best meets your business s unique requirements. Whether the contact center you need is large or small, formal or informal, in-house or outsourced, manned by agents specialized or nonspecialized. Fitting your customers Your end-users are equally varied. They may be counted in the hundreds of thousands or you may have just a few very important major clients. They may include your business partners or your customers customers or both. It s a complex world. Fitting your market Alcatel s experience across a whole host of sectors means we can provide you with the right contact center for your business no matter what business you re in. If you run a travel agency you may wish to add complementary services to your traditional agency operations, such as online access or 24-hour booking. If you re a bank you may wish to offer various banking services (checking accounts, mortgages, etc.) to your customers independently from your regular distribution channels. At Alcatel we can provide you with the right answer to automate your processes in everything from order taking and tracking and e-commerce...all the way to crisis management, information, sales support, consumer and customer services, claims and complaints management, credit and collection, telemarketing, welcome calls, reservations, and customer satisfaction surveys. You need it, Alcatel supplies it. Your community of customers and partners interacts with you in many different ways using many different communication channels. To manage your relationships with these key corporate assets consistently, you will need a multimedia contact center whatever the kind of mission it handles. Alcatel delivers it. OPENNESS OPENNESS OPENNESS WORKFORCE MANAGEMENT ADMINISTRATION & SUPERVISION INBOUND VOICE WEB OUTBOUND VOICE INTEGRATED WITH Alcatel OmniPCX Enterprise FAX VOICE SELF SERVICE CRM CONNECTORS AGENT DESKTOP REPORTING MULTI-LOCATION CONTACT CENTER IP CONTACT CENTER ALCATEL 3>

4 At the same time, we shrink your deployment costs: you get an integrated system that s easy to install. By going through an IP contact center you reduce your infrastructure costs with a single network, even in a multi-location environment. And we squeeze your operating costs by enabling you to fine-tune business flows and generate statistics through unified administration. Improve service, boost productivity, optimize total cost of ownership Better bottom line It adds up to a powerful combination. Better service means you ll generate new revenue; advanced features help reduce your costs. Your business can only go in one direction. Up. A contact center isn t just about making phone calls. Thanks to state-of-the-art customer knowledge management, it s going to transform customer experience and in the process change your whole relationship with your customers. The key question is what do you get for your money. The Alcatel answer is three vital benefits. Better service With all the customer information available at their fingertips in real time your agents are equipped to deliver a more personalized service to customers. And to deliver it more smoothly, more speedily, more confidently. Likewise, your customers are equipped to get the service they want using whichever means of communication they want. Phone, , fax, ordering over the Internet, or requesting live help via the web. If they prefer self-service, you can empower them with a whole raft of latestgeneration features like automated speech recognition and text-to-speech. Better productivity 60% of your costs is people your human capital. Maximize it. Alcatel helps you make your workforce more cost-effective three ways. The process is automated; the workflow streamlined; and, if you have e-business applications, all the information your agents need to work with maximum efficiency comes converged onto one desktop. Any structure, any organization Nothing stays the same. Your company changes, the market changes, your competitors evolve new tactics. Your company may be involved in a merger. You may expand into a new geographical area. Or you may want to move your contact center to an economy where labor costs are lower. >4 ALCATEL

5 You need a contact center solution that s able to adapt to your structure, to your organization, and to every other parameter. And do it seamlessly and painlessly. Any time Customers expect round-the-clock service. A follow-the-sun contact center meets the need. Anywhere They also expect first-class service. You make sure they get it by matching the right agent with the right skills to the right customer and by providing agents with all the tools they need to perform with maximum efficiency. Wherever your agents happen to be. At the same time agents don t need to move around. They can stay put. If they wish to work from home, they can. Location isn t critical. The advantages? More flexibility for your workforce, better service for your customers, higher productivity for you. Any way Any way you need it, whether your organization is centralized or decentralized, from head office to regional office to branch office to small office to remote worker s office, you name it, Alcatel provides it. With Alcatel, you don t have to adapt your structure to your contact center. Your versatile Alcatel contact center adapts to you, to your organization and to your unique business requirements. Effortlessly. Everything your agents need to succeed For your agents it s the difference between night and day. Suddenly your agents have instant, simple-to-use, automatic access to all the information and all the tools they need to handle every contact efficiently and speedily and confidently. Total agent agility. The right terminal Several different terminals meet the needs of different agent profiles. With every agent getting the same level of comfort and convenience. Anywhere...any time...using any terminal. Analog phone, digital phone, IP phone, voice softphone, multimedia softphone, nomadic softphone. Applications convergence Simple tasks are handled automatically enabling agents to focus on better Customer Relationship Management (CRM). Using a single desktop. Your agents have instant access to customer information as well as access to all the advanced features of the contact center. Automatically. Boosting productivity. Your CRM becomes more competitive with all contacts traced in real time, revealing Alcatel Omni Contact Center Solutions as the heart of your CRM. ALCATEL 5>

6 Partnerships and openness give you the edge Alcatel Omni Contact Centers are not only open. They re 100% open. They interface with any external component of your IT environment. They integrate with any application whether in the market or customer-made. More than that, we ve got all the right partnerships. Which means we can empower your contact center with all the right components headsets, wallboards, voice loggers, IVRs, workforce management, CRMs, etc. Progress, progressively And if that is what s appropriate we can deploy all of the above progressively from voice to multimedia, over any infrastructure. On top of that, when our partners evolve their technology, we evolve with them, enabling you to evolve too. The integrator Moreover, because we re totally open, we can integrate whatever you need into your existing system. Which means we can integrate with all CRMs prepackaged or made to measure. Providing your agents with all the advanced comfort features they need. Providing your end-customers with better service. And providing you with lower integration costs and higher productivity, while leveraging your existing investment and adapting to the pace of change that best meets your situation. You also need open architecture, future-proof technologies and the capability to integrate new-generation technologies. Again, Alcatel meets the test. Our contact centers are open to standard protocols like CSTA and IP. Our systems are future-proof. And we provide latest-generation technologies such as Internet technologies thin client, Java, XML, VXML, and more. Better availability, security, scalability, manageability, performance It s a well-known fact. It s much easier to keep your present customers than to find new ones. But you ve still got to work at it. So you need a contact center that delivers the top-quality service you are used to providing. Better availability Which is why we base our contact centers on Alcatel OmniPCX Enterprise, the communication platform designed to support mission-critical applications. A platform that s highly resilient and both operating system independent and server independent. And why we reinforce availability with high-availability enterprise routing solutions backed-up with ACD in option. Better security We keep your data safe by duplicating the servers and by providing firewalls. And we safeguard access with HTTPs protocols and access rights. Better scalability Adding capacity is part of the package. You can deploy a virtual call center with unlimited scalability guaranteeing the best quality of service over time. Better manageability You get a single administrative function for all locations and all media, as well as alarms management, which again reinforces reliability. Better performance And you not only deliver the quality of service you want. You deliver the same quality of service over all locations, over time. It all adds up to unrivaled service reliability. Everything it takes to keep your contact center in business around the clock, delivering the service you need now and into the future as your business grows. ALCATEL 6>

7 MARKET-LEADING PRODUCTS ENABLING AN OPTIMIZED CORPORATE COMMUNICATION PLATFORM w ith Alcatel you ve got everything going for you. All the advantages of two families of state-of-theart solutions. Alcatel OmniPCX Enterprise along with Alcatel Omni Contact Center Solutions. With the additional benefit that the total is greater than the sum of its parts. The synergies enable the same language to provide the best dialogue. Best in its class The end result is an integrated offering that delivers a host of cost advantages: lower installation costs, management costs, integration costs, and operations and maintenance costs. Together with the best in its class in every other area. From feature-rich telephony...to an outstanding choice of terminals % reliability...media independence...networking...top-level security...outstanding manageability...plus many advanced telephone comfort features that make your agents work that much easier to do. Best in the business Alcatel OmniPCX Enterprise is the world s most highly awarded communication platform. Now you know why. And why Alcatel offers you the best contact center solution for your business. Whatever kind of business it is. Your business is looking to make a smart investment move into latest-generation corporate communications: Alcatel Omni Contact Center Solutions provide you with everything you need. Namely, total versatility and agent agility across your whole organization together with integrated openness to your existing IT infrastructure and applications, while ensuring the highest level of service reliability. And unlike competitive offerings, Alcatel marketleading products deliver powerful synergies that bring you optimized corporate communications. ALCATEL 7>

8 GB - 01/ Alcatel Business Systems 32 avenue Kléber Colombes - France - RCS Paris B This document does not constitute a contract - The functions mentioned are country-specific and availability depends on the public network to which systems are connected. Alcatel reserves the right to modify characteristics without prior notice. All trademarks are the property of their respective companies. Pictures: Tristan Paviot - Getty Images - Design: Art Connexion Printed in EEC on chlorine-free paper.