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Voice-Centric Contact Center Solution

Your enterprise needs to manage calls effectively so that it can provide a useful, rewarding experience to customers. Whether your contact center is supporting a technical hot line, fielding emergency calls or providing advice on car insurance, an Alcatel-Lucent voice-centric contact center solution helps you process and monitor call traffic across several locations. Simple but dynamic, it enhances your customer service capability and gives you a sound basis for future development.


  • Improved customer service by providing fast, informative and effective responses for callers to emergency hotlines, customer helpdesks and technical support platforms
  • Reduced expenses over the long term thanks to compatibility with future migrations and upgrades
  • Assured business continuity in case of operational problems with other services
  • Proven reliability, as demonstrated by the 1 million agents worldwide who use it to handle over 25 million calls every day


  • Real-time supervision and configuration: benefit from simple monitoring and detailed reporting in real time.
  • Matrix-based routing: distribute calls quickly to available agents.
  • Interactive voice response (IVR): make the latest self-service functionalities available to customers.

Featured product: OmniTouch Contact Center Standard Edition


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