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Alcatel-Lucent OmniTouch Contact Center Premium Edition

The award-winning Alcatel-Lucent OmniTouch Contact Center Premium Edition, the latest in our line of contact center solutions, is designed for contact centers with 30 to 150 agents who do not have large and available IT departments to rely on.

Based on the OmniPCX platform and Genesys 7, the Premium Edition presents its features in a fully centralized, graphical management environment that is immediately intuitive and operational to contact center staff, namely managers, supervisors and agents.

Some of its advanced features include:

  • An embedded solution for call qualification
  • Management of real-time business conditions
  • Innovative collaboration capabilities that link agents, experts and customers


Visual CC

The cornerstone of the solution is the Visual CC. Visual CC offers role-oriented capabilities (for supervisors, team leaders, administrators) and offers a unique interface all along the different phases of the project: design, operate, expose. By a click of mouse, you can define your distribution schemes, services and agent groups, then manage your queues, tune your services and access a comprehensive set of reports.

Visual IVR

In addition to Visual CC, Premium Edition offers a complete call pre-qualification module, Visual IVR. Visual IVR is integrated into the solution and doesn't require any additional server. You can play menus, prompts and even do some database digs to qualify your customer and route him accordingly.

CTI capabilities

Moreover, Premium Edition offers indeed embedded CTI capabilities - coupled or not with CRM applications - and more importantly breakthrough features such as real-time collaboration and overrun capabilities to handle unexpected peaks of business.

CC Teamer

CC Teamer extends the reach and knowledge of agents through effective collaboration with experts delivering on the promise of first contact resolution resulting in a superior customer experience.



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