alcatel-lucent omnitouch contact center standard … guide/brochure_ot... · industry standards...

Alcatel-Lucent OmniTouchContact Center Standard EditionThe scalable and reliable contact centerto support your business

2 l Alcatel-Lucent OmniTouch Contact Center Standard Edition

Strategic solutions for enterprises Contact centers are a critical component of yourorganization's interaction with existing and potentialcustomers. Building the most efficient contact center is a challenging and crucial process since:

n Customer care depends on the efficient routing tothe most knowledgeable customer representative.

nManagers need the flexibility and power of a moderncontact center system to control and reduce costs andreact to market changes.

n Supervisors need management applications tomonitor service levels and make real time systemadjustments regardless of an agent's physical location.

n Agents need easy-to-use computer applicationcapabilities to carry out their day-to-day activities.

What does it take to build a world-class contact center?

It requires the Alcatel-Lucent OmniTouchTM family – a new set ofcontact center modules featuring:

n CC DistributionContact Center Distribution is the heartof the contact center.It’s based on an innovative andpatented model that makes skill baseddistribution easy to design and manage.

n CC SupervisionContact Center Supervision combinessupervision and configuration all in onestep. A left click of the mouse gives youaccess to real time graphical supervision.A right click gives you easy access tographical configuration.

n CCIVRContact Center Interactive VoiceResponse includes new avenues for enduser-customer interaction through thelatest speech recognition and text-to-speech technologies; significant costsavings through automated services;investment security through the use ofindustry standards like MicrosoftWindows.

n CC AgentContact Center Agent is an applicationused as an integrated front end orbuilding block for CRM desktop.

n CC OutboundContact Center Outboundis both a dialer and campaign managerfrom the Alcatel-Lucent OmniTouchfamily. It is an advanced solutiondesigned to implement telemarketingcampaigns. CC Outbound featuresmultiple dialing modes with voicedetection, call blending, integrateddesktop agent with full-featuredcampaign management functionalitiesand unified supervision.

n InfrastructureThe Alcatel-Lucent Contact Centeroffers leading-edge technology and afully integrated CTI link. An openarchitecture and Alcatel-Lucent’scommitment to partnerships ensurescompatibility with third partyapplications. Note: for further detailssee the product inserts enclosed.

Alcatel-Lucent OmniTouch Contact Center Standard Edition

Alcatel-Lucent OmniPCX Enterprise

Alcatel-Lucent OmniTouch Contact Center Standard Edition l 3

Alcatel-Lucent Contact Center Distribution & SupervisionCore building blocks for contact centersContact centers present many challenges for organizations today. They have become an integral part of an organization's strategy for

providing efficient, flexible, self-service transactions to all prospects and customers. This requires a sophisticated and reliable call

distribution system capable of handling voice, while at the same time providing supervisor control. Alcatel-Lucent’s CC Distribution

and CC Supervision products deliver all of this and more.

Alcatel-Lucent CC DistributionAlcatel-Lucent’s Contact Center Distribution (CC Distribution) is a new generation ACD. It’s based on the Alcatel-Lucent OmniPCX Enterprise’s newest technologies, on itsexclusive decentralized architecture, and on years of user experience. Alcatel-Lucent’s patented matrix distribution model manages traffic and resources beyondcompetitive norms with its unique skills and cost-based routing algorithm.

PILOTS

ROUTING DISTRIBUTION

RESOURCES

1 - Inbound call2 - Agent 3 - IVR 4 - Forwarding 5 - Voice mail6 - Pre-recorded message

2

1

3 4 5 6


Features:n Comprehensive and flexible look-aheadrouting and distribution

n Service-based call flow management

n Prioritized “skill mapping” of callsaccording to available resources

n Direct call on agent extension

n Advanced queuing with embeddedvoice announcements

n Automatic change of distribution rules depending on time of day or day of week

n Automatic service selection based oncalled (DNIS) and calling (ANI) numbers

n Equitable call distribution according toarrival order (for each called number)

n Open architecture, turning the Alcatel-Lucent CC Distribution into acore component of contact centersolutions

n Tight coupling with interactive voiceresponse systems including Alcatel-Lucent’s leading voice kit – theContact Center IVR (CCIVR) – for calleridentification and call characterization

n Networking capabilities and virtual ACDwith multi-site transparent managementfor supervisors

n Remote agent facilities with Alcatel-Lucent connecting boxes

n Advanced call prompting and electivetransfer with the integrated automatedattendant.

This screen is a typical example of a virtualcontact center. It is a distribution diagramof an enterprise taking orders over thephone through its contact centers.Supervisors have complete visibility andcontrol over the virtual contact center andwith load balancing, incoming calls areefficiently handled. They also have accessto all locations and can efficiently manageoperations, regardless of where agentsphysically sit .

Three services are spread over the twosites:“1-Catalog” and “1-Orders” are the directentry points to the Milan site whereas“1-Vienna Orders” handles the overflowcalls from the Contact Center. Here, three agent groups are Milan-basedwhereas the fourth one (“1-To-Vienna”) is Vienna-based.


On a given local site, “Remote Groups”are assigned, which represent images ofremote distributions. The remotedistribution consists of a virtual pilot(dedicated), and a virtual queue, served bythe groups of the remote node.

Systems exchange information so thatthe remote group status reflects the statusof its associated virtual pilot. Remotegroups are seen from the localdistribution’s point of view just as anothergroup.

As soon as it is determined that a localcall can potentially be served by a remotegroup, its characteristics will be copied inthe corresponding virtual queue. However,the call itself will stay in the queue locallysaving communication costs.

During this process, only serviceinformation is exchanged between thenodes, using a data communicationestablished for the networking protocolsupported by the Alcatel-Lucent CC Distribution. Effective transfer of a callto a remote site happens only after anagent is selected.

The queued “calls” placed in the virtualqueue are seen transparently from a distribution perspective allowingattachment of all distribution mechanismsto directions between a virtual queue anda group, providing total flexibility for bothcall and agent selections.

The Alcatel-LucentNavigatorDriving your contact centerAre your contact center operations toocomplex and time-consuming? Checkout Alcatel-Lucent’s Navigator. It drivesyour business with a guibased unifiedmanagement / supervision package.

Alcatel-Lucent’s Navigator is an “all-in-one”management tool that provides:n A comprehensive view of the wholecontact center, regardless of physicalsite locations

n Real-time statistics presentingperformance and service level on a call by call basis

n System reconfiguration and supervisionof all the CC Distribution objects with a click of the mouse

n Full Windows end-user interface

n On-screen view of on-going operations:each supervisor is granted visualizationand modification rights for pilots,queues, and groups within their realm of responsibility.

The virtual contact centerA true virtual contact center can also be built by tying together resources located at different sites. The appropriate available resources can process calls of similar profile,whether local or remote. The first available agent, independent of their location, willhandle the call. The call distribution is transparent to the caller who does not knowwhether their call is processed locally or remotely. The agent however is informed via their display about the characteristics of the call.


CC Supervision also features:

n The ability to access pilots, queues,groups, and agent status directly fromthe navigator screen

n Call-trace based on events providingdetailed statistics

n Standardized workstation for thesupervisor (supervisors can log on usingany Windows PC)

n Real-time statistics and systemmanagement in a graphical layout forinstant visibility

n Real-time service level informationprovided at the manager level

n Customizable wall-mounted displays

n Alarm signaling on each supervisorworkstation (pop-up window andsound)

n Teaming of agents regardless of theactual distribution setup to allow easyperformance comparison betweenselected agents

Statistics compilation and detailed reporting

In addition to real-time statistics, the CCSupervision provides detailed statisticalinformation using Excel for customizablespreadsheets and graphs. Furthermore,detailed call-level data can be downloadedonto your data warehouse (using FTP /TCP–IP) for post-processing according tothe customer’s needs.

Other features include:n Seamless automatic access to Excel fromCC Supervision

n OLE (object linking and embedding) ofthe supervision PC into Excel

n GUI selection of CC Distribution builtstatistics through the supervision PC

n Custom editing, formatting, and printingin Excel

n On-line storage of information

n Reporting of call events and transactioncodes

Alcatel-Lucent CC SupervisionReal time supervision with the click of a mouse

Contact Center Supervision is the perfect companion to CC Distribution.

The supervisor module offers state-of-the-art real-time monitoring of all objects

(pilots, queues, groups, …) wherever they happen to be.

Managers and supervisors can fine tune the call handling process, overview service

levels and traffic situations, and react to unplanned situations.


Alcatel-Lucent Contact Center AgentA contact center toolkit and application for agentsCC Agent - Contact Center Agent - is a desktop application for agents in an Alcatel-Lucent OmniPCXEnterprise based contact center. It can run either as a toolbar co-existing with other applications residing onthe agent desktop or hidden when integrated with other such applications.

As an application,it empowers agents by providing them withfull telephony and session control, advanced

call monitoring, individual and groupstatistics, and access to critical information

from their desktop.

As a desktop toolkit,CC Agent provides a set of high-level

development tools for desktop telephonyintegration of Customer RelationshipManagement (CRM) applications.

Client / Server designThe CC Agent architecture is

based on a client/server design.

The CC Agent server integrates:n a telephony server which provides telephony services and agent controls

n a statistic server for real time and agent statistics

n a configuration server for automatic configuration of CC Agent and control of CC Distribution

The CC Agent client (desktop application) features toolbars and open interfaces to integrate with business applications, MAPI compliant messaging services, and LDAPcompliant directories

Alcatel-LucentOmniPCX Enterpriseand CC Agent Server

Agent Workstation(CC Agent Client)


Dedicated ACD features enable agents to control their session(log-on / log-off, wrap up, etc.), to interact with the supervisor (call supervisor),and to open / close the CC Distribution service.

< Partner BarAn agent can visualize the real time availability of a selected group via the partner barand then decide where (s)he will transfer the communication. For a selected group,agents and their current status are displayed. The agent can instantaneously check whichagents are available.

< Universal call by nameAn agent can perform a universal call by name across several directory servers such asCC Agent personal directory, Alcatel-Lucent OmniPCX Enterprise integrated phone book, Alcatel-Lucent directory, LDAP compliant directories, or any others with the Alcatel-Lucent directory API. CC Agent also provides name display and directorypop-up information for any incoming / outgoing call.

< Messaging servicesMessage notification can be made directly on the agent toolbar for Alcatel-Lucent andother MAPI compliant messaging systems. By selecting the relevant icon, agents canreview messages they have received.

Call log management allows access to the call log. Logs can be sortedaccording to several criteria and can be used for call back by a simple click on theselected entry.

Integrating the desktopCC Agent allows users to take advantage of all advanced Alcatel-LucentCC Distribution telephony functions. It provides instant access to informationabout their communication status. At any time, agents can check on theindividual performance of their current session and view their group activity.It frees up agents by providing a single device for them to operate. Agents caneasily access enhanced telephony features such as answering a call, hanging up,conference, transfer, alternate, and hold / retrieve.

A contact center toolkit and application for agents



Remote Agent capabilitiesCCA NomadicCC Agent Nomadic is a solution offering transparent access to CC Agent services fortraveling and home workers equipped with a multimedia PC (Voice over IP), cellularphones, analog phone set, or home DECT / PWT set.

GlossaryACD Automatic Call Distributor

ANI Automatic Number Identification

DDE Dynamic Data Exchange

DECT Digital European cordlesstelecommunications

DNIS Dialed Number IdentificationService

GSM Global System for Mobilecommunications (primarily Europe/most of Asia)

LDAP Lightweight Directory AccessProtocol

MAPI Messaging ApplicationsProgramming Interface

OLE Object Linking and Embedding

PWT Personal WirelessTelecommunications (primarily NorthAmerica)

Toolkit for building front-end Customer Relationship Management(CRM) applications on the agent desktopCustomer Relationships Management SupportCC Agent can seamlessly integrate with leading CRM solutions through a set ofdevelopment tools for desktop integration.

OLE Server - DDE InterfaceCC Agent features an OLE Server and DDE interface that allows other applications to use information provided by CC Agent or execution of telephony functions such as a screen pop-up on an incoming call.

ActiveX controls are provided on a custom engineering basis.

Record interfaceCC Agent allows control of external voice login systems (Nice Systems, etc…).

Stay ahead of your competition

To help you stay ahead of your competition Alcatel-Lucent sets the pace for advances incommunications technologies by combining what is possible in science and technologywith what is required by the markets. With Alcatel-Lucent and its network of more than2100 partners around the world, you gain a global partner with local presence to ensurethe long-term success of your solution.

You benefit from:n An always-on, flexible framework that is standards-based and supported by the strongAlcatel-Lucent commitment to innovation and partnering.

n Personal communications tools that help people connect so they can share knowledgeanytime, anywhere, over any access and any device.

n An ongoing commitment to innovation that will help enterprises increase theircompetitive advantage.

n Products that are green from the edge to the data center.

n A longtime commitment to openness and standards and leadership in developingnext-generation standards.

n A market-leading portfolio with more than 650 products, a global presence,a global services team and local support.

The Alcatel-LucentBusiness PartnerNetwork

A worldwide resource ofBusiness Partners – accreditedthrough a demanding BusinessPartner Program – is ready to help you choose the Alcatel-Lucent solution that’sright for your business needs.

These experts take the time to listen toyour needs to define the right networkinfrastructure and communicationsystem for your company. Customizedapplications can be designed that are aperfect fit for your implementation. Most importantly, our Business Partnerswill work with you to ensure a smoothtransition and make sure that yourAlcatel-Lucent solution evolves in syncwith your business growth andmaintains peak performance.


Contact Centers

4289141 - EN - 05/2009 - Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucentlogo are trademarks of Alcatel-Lucent. All othertrademarks are the propertyof their respective owners. Alcatel-Lucent assumes no responsibility for theaccuracy of the information presented, which is subject to change withoutnotice. © 2009 Alcatel-Lucent. All rights reserved. Photos: Getty images.

www.alcatel-lucent.com

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