Alcatel-Lucent OmniTouch Contact Center …

1 Alcatel-Lucent OmniTouchContact Center Standard EditionThe scalable and reliable Contact centerto support your business2 lAlcatel-Lucent OmniTouch Contact Center Standard EditionStrategic solutions for enterprises Contact centers are a critical component of yourorganization's interaction with existing and potentialcustomers. Building the most efficient Contact Center is a challenging and crucial process since:nCustomercare depends on the efficient routing tothe most knowledgeable customer the flexibility and power of a moderncontact Center system to control and reduce costs andreact to market management applications tomonitor service levels and make real time systemadjustments regardless of an agent's physical easy-to-use computer applicationcapabilities to carry out their day-to-day activities.

2 What does it take to build a world-class Contact Center ?It requires the Alcatel-Lucent OmniTouchTMfamily a new set ofcontact Center modules featuring:nCC DistributionContact Center distribution is the heartof the Contact s based on an innovative andpatented model that makes skill baseddistribution easy to design and SupervisionContact Center Supervision combinessupervision and configuration all in onestep. A left click of the mouse gives youaccess to real time graphical right click gives you easy access tographical Center Interactive VoiceResponse includes new avenues for enduser-customer interaction through thelatest speech recognition and text-to-speech technologies; significant costsavings through automated services;investment security through the use ofindustry standards like AgentContact Center Agent is an applicationused as an integrated front end orbuilding block for CRM OutboundContact Center Outboundis both a dialer and campaign managerfrom the Alcatel-Lucent OmniTouchfamily.

3 It is an advanced solutiondesigned to implement telemarketingcampaigns. CC Outbound featuresmultiple dialing modes with voicedetection, call blending, integrateddesktop agent with full-featuredcampaign management functionalitiesand unified Alcatel-Lucent Contact Centeroffers leading-edge technology and afully integrated CTI link. An openarchitecture and Alcatel-Lucent scommitment to partnerships ensurescompatibility with third partyapplications. Note: for further detailssee the product inserts OmniTouchContact Center Standard EditionAlcatel-Lucent OmniPCX EnterpriseAlcatel-Lucent OmniTouch Contact Center Standard Edition l3 Alcatel-Lucent Contact Center distribution & SupervisionCore building blocks for Contact centersContact centers present many challenges for organizations today.

4 They have become an integral part of an organization's strategy forproviding efficient, flexible, self-service transactions to all prospects and customers. This requires a sophisticated and reliable calldistribution system capable of handling voice, while at the same time providing supervisor control. Alcatel-Lucent s CC distribution and CC Supervision products deliver all of this and CC DistributionAlcatel-Lucent s Contact Center distribution (CC distribution ) is a new generation ACD. It s based on the Alcatel-Lucent OmniPCX Enterprise s newest technologies, on itsexclusive decentralized architecture, and on years of user experience. Alcatel-Lucent s patented matrix distribution model manages traffic and resources beyondcompetitive norms with its unique skills and cost-based routing Inbound call2- Agent 3- IVR 4- Forwarding 5- Voice mail6- Pre-recorded message2134564 lAlcatel-Lucent OmniTouch Contact Center Standard EditionFeatures.

5 NComprehensive and flexible look-aheadrouting and distributionnService-based call flow managementnPrioritized skill mapping of callsaccording to available resourcesnDirect call on agent extensionnAdvanced queuing with embeddedvoice announcementsnAutomatic change of distribution rules depending on time of day or day of weeknAutomatic service selection based oncalled (DNIS) and calling (ANI) numbersnEquitable call distribution according toarrival order (for each called number)nOpen architecture, turning the Alcatel-Lucent CC distribution into acore component of Contact centersolutionsnTight coupling with interactive voiceresponse systems including Alcatel-Lucent s leading voice kit theContact Center IVR (CCIVR) for calleridentification and call characterizationnNetworking capabilities and virtual ACDwith multi-site transparent managementfor supervisorsnRemote agent facilities with Alcatel-Lucent connecting boxesnAdvanced call prompting and electivetransfer with the integrated screen is a typical example of a virtualcontact Center .

6 It is a distribution diagramof an enterprise taking orders over thephone through its Contact have complete visibility andcontrol over the virtual Contact Center andwith load balancing, incoming calls areefficiently handled. They also have accessto all locations and can efficiently manageoperations, regardless of where agentsphysically sit .Three services are spread over the twosites: 1-Catalog and 1-Orders are the directentry points to the Milan site whereas 1-Vienna Orders handles the overflowcalls from the Contact Center . Here, three agent groups are Milan-basedwhereas the fourth one ( 1-To-Vienna ) is OmniTouch Contact Center Standard Edition l5On a given local site, Remote Groups are assigned, which represent images ofremote distributions.

7 The remotedistribution consists of a virtual pilot(dedicated), and a virtual queue, served bythe groups of the remote exchange informationso thatthe remote group status reflects the statusof its associated virtual pilot. Remotegroups are seen from the localdistribution s point of view just as soon as it is determinedthat a localcall can potentially be served by a remotegroup, its characteristics will be copied inthe corresponding virtual queue. However,the call itself will stay in the queue locallysaving communication this process, only serviceinformation is exchanged between thenodes, using a data communicationestablished for the networking protocolsupported by the Alcatel-Lucent CC distribution .

8 Effective transfer of a callto a remote site happens only after anagent is selected. The queued calls placed in the virtualqueue are seen transparently from a distribution perspective allowingattachment of all distribution mechanismsto directions between a virtual queue anda group, providing total flexibility for bothcall and agent Alcatel-LucentNavigatorDriving your Contact centerAre your Contact Center operations toocomplex and time-consuming? Checkout Alcatel-Lucent s Navigator. It drivesyour business with a guibased unifiedmanagement / supervision s Navigator is an all-in-one management tool that provides:nA comprehensive view of the wholecontact Center , regardless of physicalsite locationsnReal-time statistics presentingperformance and service level on a call by call basisnSystem reconfiguration and supervisionof all the CC distribution objects with a click of the mousenFull Windows end-user interfacenOn-screen view of on-going operations.

9 Each supervisor is granted visualizationand modification rights for pilots,queues, and groups within their realm of virtual Contact centerA true virtual Contact Center can also be built by tying together resources located at different sites. The appropriate available resources can process calls of similar profile,whether local or remote. The first available agent, independent of their location, willhandle the call. The call distribution is transparent to the caller who does not knowwhether their call is processed locally or remotely. The agent however is informed via their display about the characteristics of the lAlcatel-Lucent OmniTouch Contact Center Standard EditionCC Supervision also features.

10 NThe ability to access pilots, queues,groups, and agent status directly fromthe navigator screennCall-trace based on events providingdetailed statisticsnStandardized workstation for thesupervisor (supervisors can log on usingany Windows PC)nReal-time statistics and systemmanagement in a graphical layout forinstant visibilitynReal-time service level informationprovided at the manager levelnCustomizable wall-mounted displaysnAlarm signaling on each supervisorworkstation (pop-up window andsound)nTeaming of agents regardless of theactual distribution setup to allow easyperformance comparison betweenselected agentsStatistics compilation and detailed reportingIn addition to real-time statistics, the CCSupervision provides detailed statisticalinformation using Excel for customizablespreadsheets and graphs.