Alcatel-Lucent OmniGenesys Contact Center
Transforming your business
with a new generation of customer service
“Software and hardware
are only valuable because
they work as a system”*
*Carl Shapiro,
Harvard Business School, information Rules
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Drive your competitive transformation with Alcatel-Lucent,
the world’s most highly-awarded communication platform company
Alcatel-Lucent OmniPCX Enterprise
Communication Server
Alcatel-Lucent helps companies
lead their global competitive
transformation:
The Alcatel-Lucent OmniPCX
Enterprise is a highly scalable corporate
IP telephony infrastructure (up to
100,000 users). Reliable, resilient,
flexible, secure, the solution can also
be integrated to NGN and IMS
networks using SIP technology.
I
Business Transformation:
build lasting and profitable
relationships with your
customers by delivering
personalized customer service
Services Transformation:
empower your employees to
increase their productivity and
your business’ responsiveness
Network Transformation:
expand your enterprise outreach
by moving to an open,
I
Key solution benefits
Whatever your business, Alcatel-Lucent
offers you the best contact center
solution with features that make your
agents' work much easier to do. These
include:
I Rich-function telephony delivered
through an outstanding choice
of terminals
I Feature rich IP telephony
which evolves transparently with
your scalability needs
I
I Deployment model flexibility - IP or
hybrid, centralized or distributed,
hosted or CPE
intelligent, secure and converged
network
I Resiliency options with cost benefit
optimization
I 99.999% reliability
I Media independence and
networking (from TDM to IP)
I Top-level security
I The richest and most feature-robust
user experience with comprehensive
range of end points and network
connectivity choices – SIP, IP (soft and
hard), TDM, mobile (on and off site)
or analog
Alcatel-Lucent OmniPCX Enterprise
Communication Server:
I Outstanding manageability
I An installed base of more than
20 million users
I Serves 200,000 customers
worldwide in 130 countries
I References in all key industries:
Finance, Education, Energy,
Most significantly, Alcatel-Lucent
OmniPCX Enterprise also delivers
best-of-class IP capabilities:
I a single IP network to reduce your
infrastructure costs
I move at your own pace from
traditional telephony to IP, thereby
protecting your investment without
compromising service levels
I IP application phone with
Bluetooth®, unmatched XML
support and full keyboard option
Government, Healthcare, Hospitality,
Media and Transportation
I Unmatched security with wire
speed encryption and 802.1X
authentication
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Genesys: superior level of customer service
for your company
The Genesys Suite: a consistent user experience
I Resource optimization: creates “virtual” unified
contact center to allow call load balancing within a
select region or around the world.
Key solution benefits
I Faster issue resolution and improved service:
efficiently routes caller requests to the most qualified
resource throughout the enterprise.
The Genesys platform supports both traditional
TDM and IP call center environments
I Integrated multiple communication channels:
routes interactions across voice, e-mail, chat,
web and work-items.
I Centralized creation, administration and
management of all interactions and call center
resources including real-time and historical
management reporting.
I Interoperability with a broad range of telecom
infrastructure components: premise and network-level
telecom equipment, e-mail and web servers and voice
self-service units at a single site or across multiple centers.
The Dynamic Contact Center: managing fluctuating contact center variables and conditions
Key solution benefits
I Proactive contact management
I Customer centric routing
Can be in the form of an outbound call, e-mail or SMS to
promote a product, provide valuable information, or collect
an outstanding debt.
Every interaction must be matched with the ideal
contact center resource: the highest skilled agent, the
agent that helped them previously, "virtual" resources at
other locations.
I Integrated self service
I Business process routing
It integrates back-office workflow items such as forms,
faxes and applications into the contact center.
Enables client to complete basic or complex customer
service requests without having to speak to an agent.
I Internet and multimedia integration
I Real time recommendation
Enables customers to choose their preferred interaction
channel, e-mail, SMS, chat or video while at the
same time, dynamically shifting the allocation of
resources between channels.
Gives agents customized information that tailors
product and service recommendations to the
customer's background, history and interaction type.
I Consolidation and virtualization of resources
I Reporting and analytics
It unites various contact centers - regardless of hardware
platform and location - enabling expansion and
contraction of its resource pool to meet current traffic
demands.
Deliver historical and real-time insights, thus
ensuring constant optimization of operations.
I Workforce management and optimization
It predicts manpower needs and schedules agents
based upon past traffic volumes and resource
availability.
I Branch, remote and expert integration
Extends its resource pool outside of the contact center at
a branch office or within another corporate location.
Real-time orchestration
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Genesys + Alcatel-Lucent:
Putting together a communications solution for your
enterprise from elements offered by different vendors is
feasible. But eventually, ensuring maintenance and
support quality, equipment upgrade compatibility and
interoperability will be challenging. As you try to decide
on work-arounds you are likely to look for compromises;
the quality of your service will suffer and therefore your
business itself will suffer.
Alcatel-Lucent is unique in offering world-class solutions
through a single supply source. This means you get the
quality you require plus the guarantee of a hassle-free
future, and all at a reduced cost in terms of acquisitions,
deployment, maintenance, upgrades and support. In
addition, our special Alcatel-Lucent OmniGenesys
Contact Center package offers you the most efficient
way of implementing the powerful Genesys application
for contact centers.
This integrated solution combines two global
market leaders in a convenient one-stop bundle to
boost your competitivity and profitability.
Alcatel-Lucent OmniGenesys Contact Center is based on
the Alcatel-Lucent OmniPCX platform, which provides a
powerful application environment for advanced
enterprise communications. The platform is continually
enriched with the state-of-the-art solutions that global
companies demand: mobile telephony, unified
messaging, video/audio conferencing, and greater
ergonomy for the user. And to be cost-effective, these
solutions require a mix of digital and IP technologies.
Only Alcatel-Lucent and Genesys
can offer all this!
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the winning alliance
a one stop vendor combination that
Alcatel-Lucent OmniGenesys Contact Center
To support your competitive
transformation, Alcatel-Lucent
and Genesys provide
This breakthrough contact center solution is the intelligent
combination of the Genesys Suite and the
you with a new generation
of customer service.
Alcatel-Lucent OmniPCX Enterprise, linked together
with a unique component, the RSI (Routing Service Intelligence).
The Alcatel-Lucent OmniGenesys Contact Center bundle provides
both a “One-stop Vendor” solution and unmatched benefits
in terms of integration, architecture and administration.
Savings are considerable on acquisition and integration costs.
The Alcatel-Lucent OmniGenesys Contact Center is the winning
combination that will optimize your performance.
Alcatel-Lucent OmniGenesys Contact Center:
a proven solution, a predictable outcome.
ONE-STOP VENDOR
R&D Synergy
Superior level of integration
"The Alcatel-Lucent stamp"
Converged Technical Support
Predictable deployments avoid
the hassle of cross-compatibility issues
Alcatel-Lucent Professional Services
Genesys certified engineering team -
"out-of-the-box" customization...
Genesys
Suite
Alcatel-Lucent
OmniPCX
Enterprise
THE WINNING COMBINATION
Collaboration
CCteamer, presence based routing
Applications IP phones
Advanced agent workplaces
Video Contact Center
Partnership with leading video providers
EXTENDED INTERACTIONS
More than 500 major companies have chosen
the Alcatel-Lucent OmniGenesys Contact Center in the past 2 years
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delivers the best of full integration
CAPABILITIES
RSI CTI link
SIP connectivity: e.g., SIP GVP with Alcatel-Lucent
OmniPCX Enterprise
Leverage full range of Alcatel-Lucent OmniPCX Enterprise
phones (latest IP Touch, DECT via RSI agents)
Genesys controls internal Alcatel-Lucent OmniPCX Enterprise
voice prompts via RSI
Key solution benefits
I Superior level of integration
I Lower TCA (total cost of acquisition)
I Higher availability
Leverage internal voice activity detection with Genesys
outbound module
Alcatel-Lucent OmniPCX Enterprise spatial redundancy
Advanced rerouting mechanisms
Transparent back-up for agents with OmniTouch CC distribution
I Lower TCO (total cost of ownership):
- avoid human mistakes
- faster deployment
RSI synchro server: bi-directional and automatic synchronization
- optimized maintenance
Converged roadmap: cross compatibility versions e.g., Alcatel-
Lucent OmniPCX Enterprise SIP gateway validated for Genesys
I Predictable outcomes
Alcatel-Lucent OmniGenesys
Contact Center, a winning alliance
for long-term customer satisfaction
BEFORE
CUSTOMER FRUSTRATION
“I am not sure if the new Genesys version will work on the last
Alcatel-Lucent OmniPCX Enterprise version”
“I have a technical issue and escalating turns into a ping-pong
game between all vendors”
“I have a Genesys solution, but I'm not sure the CTI link/PBX are
optimized for it”
AFTER
CUSTOMER SATISFACTION
“I benefit from cross compatibility between versions of Genesys
and Alcatel-Lucent”
“I have one stop vendor solution.
I benefit from converged technical support”
“The RSI: Routing Service Intelligence provides a superior level
of integration between Genesys software and the Alcatel-Lucent
OmniPCX Enterprise”
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Contact Centers
4286256 - ENG - 07/ 2007- Alcatel-Lucent Enterprise - 32, avenue Kléber
92707 Colombes - France - RCS Paris B 602 033 185.
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of
Alcatel-Lucent. All other trademarks are the property of their respective owners.
Alcatel-Lucent assumes no responsibility for the accuracy of the information presented,
which is subject to change without notice. © 2007 Alcatel-Lucent. All rights reserved.
Photos: Getty images. Printed in EEC on chlorine-free paper.
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