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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.


SERVICES ALCATEL-LUCENT ENTERPRISE: VIDEOHTTP://BIT.LY/1CVHSPR

ALCATEL-LUCENT ENTERPRISE - SERVICES DE CUSTOMISATIONPLUS DE VALEUR, PLUS DE SIMPLICITE, PLUS D’ADAPTABILITE

Enhancing adoption rates

Enhancing your solution value return through customizationsAligning the solution with your business case


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Enhancing adoption rates

Capitalizing on your existing systems and infrastructure

Answering your specific needs

Accelerating and enhancing your business benefits

PUTTING YOUR PRIORITIES FIRST !

PRÊT A L’EMPLOI OU TOTALEMENT ADAPTÉ: UN CHOIX VARIÉAPPLICATIONS SUR ETAGERES OU SOLUTIONS CUSTOMISEES PAR INDUSTRIE OU PAR FONCTIONS

Finance Hospitality

Industries

Defense

Healthcare Public safety Education


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Functional

Telephony Back office Management

Contact centerVisual

communications Networks


SOFTPANEL MANAGER

SOFT PANEL MANAGER OPTIMISATION DE LA PRODUCTIVITE DE VOS CENTRES D’APPELSVIA L’AFFICHAGE DE DONNEES TEMPS REELS

CUSTOMER NEED: Display key business and contact center indicators in real-time to enhance decision and reactivity

SOLUTION: SOFT PANEL MANAGER handles the real time display of business data and contact center statistics. It allows numerous statistics and data formats (bars, charts, gauges, comparisons) from several sources and a display in several ways: LED wallboards, LCD/Panel PC/Plasma/TV screens, individual PC screen (Desktop Wallboard) or GAD integration.

Contact center Off-the-shelf


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BENEFITS: •Optimize contact center efficiency• Increase correction strategies reactivity• Increase campaigns success rate through information•Keep key actors continuously informed•Enhance security by rapid transmission of important data to specific departments (IT, networking…)

BENEFITS AND REFERENCESLATEST CUSTOMERS :

Soft Panel Manager on LED wallboardSoft Panel Manager on plasma screen Soft Panel Manager on agent PC

COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED. COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

BUSINESS CONTACTHTTPS://WWW.YOUTUBE.COM/WATCH?V=TSLZBRBFXGY

BUSINESS CONTACT INTELLIGENT ROUTING BUSINESS CALL PLATFORM

Enable direct and personalized interaction with customers through accurate counseling anytime, anywhere !

BUSINESS CONTACT is an intelligent business telephony routing platform for branch based organizations. With a standard core, it is adaptable to any company managing direct customer/employee relationship. Call routing is

Customer contact

BusinessTelephony

Approx 20% of customer calls are being lost because of inaccurate contact.10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANKGARTNER


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company managing direct customer/employee relationship. Call routing is based on availability and job/business oriented.

BENEFITS: •Unify functionality, ergonomics and service levels in all branches•Managed more calls without increasing branch resources•Turn personalized customer contact into a competitive advantage•Grow sales through faultless counselor-customer relationship•Deliver greater customer satisfaction (answer all customer calls)•Better measure counselor performance

BENEFITS

PSTN

OmniPCX Record

IP

External or internal caller

Contact center Off-the-shelf

OMNIPCX RECORD SUITE A RECORDER FOR SMALL AND MEDIUM-SIZE BUSINESS

An affordable recording solution for small and medium-sized customer service teams

OMNIPCX RECORD SUITE provides extra web-based audio and video call recording as well as analysis tools. This enhances quality assurance, accelerates customer issues resolution, boosts customer loyalty and streamlines employee monitoring and coaching. This is particularly relevant in financial services, utilities, healthcare, education, hospitality and public safety organizations.

OmniPCX Record interface

andhigh-level architecture


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OmniPCX Enterprise

PSTNIP

Recorded IP Phone

IP

BENEFITS: •Optimize contact center efficiency• Increase correction strategies reactivity• Increase campaigns success rate through information•Keep key actors continuously informed•Enhance security by rapid transmission of important data to specific departments (IT, networking…)

BENEFITS AND REFERENCESLATEST CUSTOMERS :

high-level architecture

REFERENCES


… AND MANY MORE

“Partnering with Alcatel-Lucent to handle the implementation instilled a great sense of confidence. The project had enormous visibility in the community, and the improvements

“One of the many benefits of the Alcatel-Lucent Partner Program is the support we get from Alcatel-Lucent’s Professional Services team. This magnifies the help we get from Alcatel-Lucent itself.”

ANDREY KVOCHKOV, GENERAL DIRECTOR, ALBETA BUSINESS PARTNER

QUE DISENT NOS PARTENAIRES & CLIENTS A PROPOSD’ALCATEL-LUCENT PROFESSIONAL SERVICES


confidence. The project had enormous visibility in the community, and the improvements in customer satisfaction and efficiency have justified our investment many times over.”

OMER SIDDIQUI, CHIEF INFORMATION OFFICER, DC WATER

“We have built a genuine three-way partnership with Telefónica and Alcatel-Lucent because their Professional Services teams not only understand their products, but bring fresh ideas about how we can efficiently provide services to our citizens.”

EMILIO RUBIO, DIRECTOR OF ‘ATTENTION TO THE CITIZEN’, BARCELONA CITY COUNCIL

enterprise.alcatel-lucent.com


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