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Alcatel Contact Center Solutions
Alcatel Contact Center solutions allow you to achieve the right balance between the customer, the customer service agent and senior management requirements. Each individual’s needs and expectations need to be understood and fulfilled.
Customers need fast, efficient & personal service
Whether your customers need information, access to an automated service or personalised treatment, they never wait more than 30 seconds for their call to be processed.
Your customers will receive a fast answer, right first time !
Well Informed and motivated Customer
Service agents deliver premium level customer service
Your customer service agents are the face of your company.
Provision of the right tools at the customer service agents’ desktop ensures they have all the information needed to give a rapid quality response and help build individual skills: intuitive work station user interfaces, information available in real time, personalised statistics for agent performance.
Senior management demand the best possible return on investment
Alcatel Contact Center solutions focus on fast deployment to keep integration and configuration costs down, whilst ensuring lower day to day operational costs.
This allows the company to achieve faster improvements in Customer Service and overall profitability.
FLEXIBILITY
ADAPTS TO YOUR CUSTOMER STRATEGY
Whether you need to simply improve the routing of telephone calls to handle those peak hours of the day or implement a full CRM (Customer Relationship Management) multimedia solution to offer premium personalised customer service, Alcatel provides a portfolio that provide a wealth of functionality, and can adapt to changes in your company’s changing needs.
A MODULAR OPEN SOLUTION
ACD - Rapid response
Providing the right information as quickly as possible means connecting the customer to the right person with the right answer, its as simple as that. ACD (Automatic Call Distribution) ensures that calls can be characterised to route them to specific people in a defined timeframe.
Since calls are handled more efficiently, this frees up valuable agent time to improve customer service or increase sales revenue for the company.
A patented intuitive matrix based routing engine provides the power to route calls with total flexibility whilst minimizing training time for contact center management and supervisors.
The matrix supports:
• optimised routing model for calls,
• simple administration and configuration,
• supervision and reporting of contact center performance.
CTI - Immediate resolution
Ensure customers receive a personalized and qualified response the first time they call. All the information needed to deal with the customer enquiry is displayed on the agent's screen when the call arrives. No unnecessary call transfers to other people in the company and no annoying repetition for the customer.
Overall agent efficiency is improved and customers receive better service:
• the caller is identified immediately,
• transfer of customer data is synchronized with the call.
The Multimedia - Personalized service
Alcatel Contact Centers support multimedia contact through phone, email, web, fax to give customers the freedom to choose their preferred method of communication.
The company can then contact the customer through his/her chosen method of communication, resulting in better relationship development and customer retention.
Sophisticated routing functions (voice and multimedia) give agents real time access to:
• the complete customer interaction history,
• customer data,
• the company's e-business solutions.
Operational excellence:
Alcatel has focused on today’s business challenges to help companies provide high levels of customer support whilst maintaining a firm control on costs.
Agents are no longer constrained to work in one location to be part of the contact center operation. Companies can benefit from skilled resources whether in the main HQ , in a remote office or even at home.
New technologies such as IP Telephony allow organisations to connect remote sites and people, providing fully integrated voice and applications to every desktop ensuring that customers can be routed to the best person to answer their call, regardless of where they are located. To the customer it’s a seamless service.
Operational excellence is achieved through:
• centralized management of technical resources,
• centralized management /forecasting tools to optimise use of Human Resources,
• ability to use specific skilled resources in the company regardless of location.
ALCATEL ADAPTS TO YOUR NEEDS TO HELP YOU
MAXIMISE BUSINESS OPPORTUNITIES
Not only do Alcatel Contact Centers offer you the most flexible way to manage your customers, your initial installation and integration costs will be lower thanks to the complete integration of the software suite and telephony platform.
Single point management also helps reduce on-going day to day operational and maintenance costs.
Alcatel solutions simply help you win more business and provide the care and attention your customers deserve.
Rely on Alcatel OmniPCX Enterprise, a market leader in IP telephony, and Alcatel Contact Center solutions to support your company each day, with the peace of mind of full system architecture resilience to keep your business running without disruption.