Product Solutions - Contact Centre
Alcatel Contact Centres
The telephone is more than ever the first point of contact between a company and its customer base and tends to remain the preferred communication medium. As a result, the quality of service offered to customers is essential for corporate image, its relationship with clients and its market positioning.
Because corporate profits are directly derived from customer satisfaction, companies are increasingly setting up call center operations focusing on first class customer relationships.
The call center concept has evolved over time : from basic phone handling to the company’s front line. Nowadays, building a world-class Call Center requires the Alcatel Enterprise and Omni Touch series.
The Alcatel Contact Centre solution can guarantee :
• Customer quality service: The main role of a call center distributor (CCD) is to process a large number of calls in optimum conditions by routing these calls equitably and efficiently towards a pool of customer representatives (agents, operators).
• Cost control and reduction: The CCS system is the tool able to weigh service levels and cost issues through day-to-day operating management and on-going adjustments to control and reduce costs (telephone network capacity and transactions, personnel management, maintenance, etc.)
• Enhanced marketing creativity: The CCx is also a modern and flexible marketing medium capable of handling a large volume of inbound and outbound calls as stipulated by the company’s business goals.
Alcatel solutions address market needs through :An open and modular architecture based on computer and communication standards (real time Unix Operating System, CSTA communication protocol, TCP/IP/Ethernet link up to the information system, etc.),
• A patented call routing and distribution algorithm,
• Enhanced call handling capabilities,
• Intuitive and ergonomic phone sets,
• Windows-based supervision and administration systems,
• High level of statistics (real time monitoring, off-line analysis).
