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Contact Center
The Contact Center system is the best way to connect to customer, it is full innovation from Call Center system. The Contact Center provide easy interactive with customer via many ways such as: voice, email, web, chat, SMS…
Contact Center component
- PABX system: Help to process the internal and external call (PSTN), distributer the call to agent (ACD) and moreover it is provide the interface for agent (inbound/outbound)
- IVR system (Interactive Voice Response)
- The recording, quality and monitoring (QM) system
- The reporting system
- Multimedia system: email, web, chat, fax, IM, and facebook, twitter
The purpose of Contact Center system
- Provide the professional customer care service
- Support and answer those inquire of customer
- Provide the service 24/7
- Provide multimedia service help to interactive with all of customers: voice, video, sms, web, email, chat,…
- Provide high performance and low cost
ALCATEL-LUCENT CONTACT CENTER SOLUTION
Alcatel-Lucent OmniTouch Contact Center Standard (OTCC Standard)
Alcatel-Lucent OmniPCX Enterprise provide OmniTouch Contact Center Standard solution with full capacity from 5 to 1000 agents on once system and help to expansion via interconnect systems
Alcatel-Lucent OmniTouch Contact Center Standard provide interface friendly, easy to use, management and development
OmniTouch Contact Center Standard had implementation and used over 400.000 agents in the world. The operating system based on matrix routing, which help operation management simple and effective.
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Alcatel-Lucent OmniTouch Contact Center Standard Edition
Alcatel-Lucent OmniTouch 4625 Contact Center IVR
Alcatel-Lucent Genesys Compact Edition (GCE)
Genesys Compact Edition is the only all-in-one contact center solution that’s built on the latest edition of market leading Genesys software. Now, businesses of any size can implement abest-in-class customer experience with minimum time and investment, it is provide graphic interface, and friendly.
Genesys Compact Edition lets you easily and quickly deploy a mid-size contact center with up to 150 agents. Easy administration allows your contact center staff to manage call flows, e-mail routing, agents, and skills without needing dedicated telephony and IT experts.
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Alcatel-Lucent Genesys Compact Edition
OpenTouch Customer Service (OTCS)
Customer Service can be connect to customer via many ways: Facebook, Twitter, IM, email, voice…
OpenTouch™ Customer Service support with full customer requirement
OpenTouch™ Customer Service bring satisfaction to our customers with fastest service when interacting with customer besides multimedia system with multimedia service.
Alcatel-Lucent OpenTouch Customer Service (OTCS) expands customer care discipline and business rules to include social media channels. With full multimedia contact functionality, open APIs and multichannel unified routing and workflow management, OTCS is a simplified system with fully integrated components that minimizes management issues and provides more efficient operations at lower costs
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Alcatel-Lucent OpenTouch Customer Service
AVAYA AURA CONTACT CENTER SOLUTION
Avaya Aura® Call Center Elite Multichannel
The Call Center Elite Multichannel provide optimize and intelligent routing between agent and customer. Intelligent routing of contacts getting the right agent at the right time is a proven key driver of customer satisfaction. An added benefit it can also help you reduce costs while delivering greater business value.
Contact Center Elite Multichannel help all-in-one contact center solution with Experience Portal, WFO, reporting, agent desktop...
The Call Center Elite Multichannel is a multi-purpose customer service solution. It provides a reliable, integrated, affordable multichannel contact center solution and rich and compelling customer experiences. It is designed for midsize firms or divisions of large enterprises who are seeking ways to achieve operational efficiency, increase revenue and improve customer satisfaction and retention.
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Avaya Aura Contact Center Elite
Avaya Aura Contact Center Elite Multichannel
Avaya Aura® Contact Center (AACC)
Avaya Aura solution support to manages all contact types such as inbound/outbound voice, email, web chat, SMS, fax, IM, Social Media, etc… and help to management to 5.000 agents
AVAYA AURA with Intelligent assignment of up to many multichannel contacts including voice, IM, Web Chat, SMS text, email, voice mail, fax, scanned documents, and social media through an open, universal queue offers customers numerous contact options. The multichannel capability helps enterprises and organizations promote the concept of ‘always-open-for-business’, increasing customer options and ease of access.
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