ALCATEL-LUCENT OMNITOUCH CALL CENTER OFFICE PDF

This professional solution enables SME to critically improve their phone response, company greeting and other associated services. It delivers advanced call-queuing and call-routing functions, optimizing management of a large flow of incoming calls and at the same time protecting the QoS for the caller. The OmniTouch Call Center Office is particularly easy to install, configure and use, thanks to its intuitive graphical user interfaces. This solution targets not only small voice-oriented call centers, but also services with enhanced welcome needs.

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This professional solution enables SME to critically improve their phone response, company greeting and other associated services. It delivers advanced call-queuing and call-routing functions, optimizing management of a large flow of incoming calls and at the same time protecting the QoS for the caller.

The OmniTouch Call Center Office is particularly easy to install, configure and use, thanks to its intuitive graphical user interfaces. This solution targets not only small voice-oriented call centers, but also services with enhanced welcome needs. Because this solution is integrated with OXO Connect embedded applications, such as Automated Attendant and voice mail, it enables your company to have a single switchboard number and allows callers to leave messages in an appropriate manner.

Calls can also be distributed by the Automated Attendant. Within each group, calls are distributed to the agents. Each group plays a welcome prompt to the caller. If all agents are busy, the call is placed in the queue in chronological order with one queue per group. Depending on the situation, dedicated messages are played to the caller. The queue size is dynamic and based on the number of active agents. However, the caller can leave the queue at any time. Different priorities can be assigned to the groups and calls can overflow from one group to another if the waiting time is excessive.

Visual Queue control option gives the ability for the agent to pick up manually, from the queue, a given call identified as a VIP. Smart Call Routing The SCR can route incoming calls by analyzing caller number, called number and optionally an account code seized by the caller. SCR supports up to routing criteria. All rights reserved. Tiptop Solutions Sdn Bhd U. About Us.

Contact Us. Sales inquiry. Print this page. Call distribution and queue. Call distribution dispatches calls to available agents, with Incoming calls automatically distributed to services groups according to both the called numbers through dialed number identification service DNIS and the calling numbers through automatic number identification ANI.

Smart Call Routing. The SCR can route incoming calls by analyzing caller number, called number and optionally an account code seized by the caller. Back to top.

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OmniTouch Contact Center Standard Edition

The ideal solution for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center CC addresses installations of all types and sizes, from small to large capacities. Advanced supervision and agent desktop capabilities can be delivered from additional virtual machines. Route, monitor and manage inbound voice interactions for customer welcome and contact center Adapt your call routing strategy in minutes using the patented WYSIWYG interface Enjoy reliable call distribution, supervision and agent desktop capabilities. A full suite of real-time and historical reporting tools helps you optimize your customer service. OmniTouch Contact Center Standard Edition is the scalable and reliable contact center to support your interactions with existing and potential customers. In business, a telephone call is often the first point of contact. Collect, combine and display business data or contact center statistics in real-time for operational monitoring.

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