Alcatel-Lucent launches OmniTouch Contact Center

Following the success of Frost and Sullivan award and being part of the AAG (Asia America Gateway) project, Alcatel-Lucent hasn't got it enough and has launched another mid-range market product to take stakeholders off the boring seats.

Just yesterday, they have launched OmniTouch Contact Center solutions which is a cost effective mid-market contact center solution to provide ease of use and business impact for local financial, government and services industries.

The event was held at Renaissance Hotel Kuala Lumpur at 11.15am, 3rd July

Press Release:

Kuala Lumpur, July 3, 2007 — Alcatel-Lucent (Paris: CGEP.PA and NYSE: ALA) today launches the Alcatel-Lucent OmniTouch Contact Center Premium Edition, a contact center solution designed to answer mid-market businesses needs. This latest contact center solution bundles the industry-leading Alcatel-Lucent OmniPCX platform with Genesys 7 software, taking a "user-centric" approach that provides an advanced multimedia contact center with a fully centralized, graphical management environment that simplifies deployment and boosts customer value. Its features include call qualification, management of real-time business conditions, and innovative collaboration capabilities that link agents, experts and customers.

People-oriented solution:

The Alcatel-Lucent OmniTouch Contact Center Premium Edition is designed to be intuitively operated by the contact center managers, supervisors and agents. Designed for 20 to 150 agents, the solution provides an easy-to-use and fully graphical interface – the Visual CC – that reduces training costs and "time to customer value" between implementation and the first call answered by an agent. Visual CC offers visibility and control at every stage, from design to operations, through real-time, color-coded interaction and call flows. For historical performance, Visual CC provides a comprehensive set of pre-defined reports to optimize contact center operations.

Software Based:

The Alcatel OmniTouch Contact Center Premium Edition also offers a software-only call qualification solution through the full integration of the Visual IVR (Interactive Voice Response) to collect details and speed callers to their destination. The solution also integrates a collaboration tool into the agent desktop, allowing for presence awareness, instant messaging, application sharing, and audio/web conferencing.

Targeting mid-range market:

"The Alcatel-Lucent OmniTouch Contact Center Premium Edition provides mid-market contact centers with unprecedented visibility and control at every stage of their operations. It is a powerful multimedia-based contact center solution with great provides flexibility in agent staffing,” said Marc-Alexis Remond, General Manager, Regional Support Center, Enterprise Business Group, Alcatel-Lucent SEA. At times during the year, customers have the flexibility to increase the number of agent seats needed to instantly handle traffic peaks.

Pre-integration with CRM:

As with all Alcatel-Lucent contact center solutions, Alcatel-Lucent OmniTouch Premium Edition offers pre-integration with leading CRM applications. Alcatel OmniTouch Contact Center Premium Edition is available today from Alcatel's accredited Business Partners worldwide.

About Alcatel-Lucent

Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprises and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved adjusted proforma revenues of Euro 18.3 billion in 2006 and is incorporated in France, with executive offices located in Paris. [All figures exclude impact of activities transferred to Thales].

For more information:

Alcatel-Lucent Press Contacts

Rodhiah Ismail
Tel : 2053 0200

Jolene Cheoh
Sirius PR Sdn Bhd
Tel: 03- 7805 2700
Fax: 03 - 7805 2725
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