Alcatel-Lucent Omnitouch call center-office R8

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Alcatel-Lucent Omnitouch call center-office R8 update. Facelift of the apps and some new features.

Text of Alcatel-Lucent Omnitouch call center-office R8

  • 1. OmniTouch Call Center Office September, 2010

2. Agenda

  • Introduction
  • Whats new in R8
  • Commercial Offer
  • Product description
  • Agent assistant
  • Supervisor console
  • Demonstration

3. Introduction

  • 1

4. Call Center Market

  • Important part of the Call Center market is less than 30 agents
    • Sweet spot of OmniPCX Office
    • Example : France (source Mitial Research)
  • Number of Call Centers
  • 8%
  • 9%
  • 8%
  • 0%
  • 24%
  • 51%
  • 4-19
  • 20-30
  • 31-50
  • 51-100
  • 101-500
  • > 500

5. Call Center Usages

  • Application trends (source Datamonitor)
    • Customer care/help desk : 46 %
    • Telemarketing/telesales : 24%
    • Booking : 9 %
    • Hotline : 9 %
    • Others : 12 %

Inbound call center stands for at least 2/3 of all call center usages 6. Positionning

  • Integrated Call Center application in OmniPCX Office
    • With professional ACD (automatic call distribution) facilities
    • Formal and informal ACD usage
  • Address SME needs
    • Small Call Center solution: 8 groups max, 32 agents max.
    • Fully integrated solution
      • Reinforce the All-in-one positioning of OmniPCX Office
      • Easy to deploy
      • Additional external application modules for enhanced functionalities
  • Competitive pricing
      • Packages adapted to different market segments

7. An Easy-to solution for SME Packaged solutions in line with the OmniPCX Office market approach Easy to Understand Easy to Learn Easy to Sell Easy to Install SME needs 7 items only Limited sales & technical training Packaged solutions Data collection tool Integrated : software licenses only Wizard based installation 8. Alcatel-Lucent call center portfolio

  • A component in the Alcatel-Lucent call centers range
  • Scalability
  • Features & Price

Genesys Express Genesys Suite OmniTouch Call Center Office Genesys Compact Edition 9. Alcatel-Lucent Call Center Strategy

  • Call Center is a strategic market for Alcatel-Lucent
  • Alcatel-Lucent is a world-wide leader in Call Center Market
    • Arecognized expertise in Call Center and CTI solutions
  • Alcatel-Lucent is able to address all market segments with adapted call center solutions
    • OmniPCX Office and OmniPCX Enterprise platforms
    • Embedded solutions and Genesys solution

OmniTouch Call Centre Office won Frost & Sullivan 2009 market leadership Award for SMB Contact Centre systems 10. Whats new in R8

  • 2

11. Whats new in OmniPCX Office RCE release 8 (1/3)

      • Drastic simplification of the offer
      • More flexible commercial offer to better cope with market demands
      • Backwards compatibility and smooth migration path

12. Whats new in OmniPCX Office RCE release 8 (2/3)

      • Increased limits thanks to the new powerful CPU
        • CLI table increased from 1000 to 5000 entries with import/export facilities in .csv format
        • Maximum number of Supervisors Increased from 4 to 8
        • HW required only for Statistic Manager
      • Features
        • Customer identification to autmaticcaly display an information sheet of the customer
        • New Call log & Customer database

13.

  • Example of a PC desktop showing the three supervisor display modes and Agent Assistant application

Whats new in OmniPCX Office RCE release 8 (3/3)

      • New user experience foragent&supervisorapplications
      • Agent and Agent Configuration Application simplification

14. Commercial offer

  • 3

15. OmniTouch Call Center Office Commercial Offer

    • Three commercial packages
      • Welcome:Entry level price driven package & 5 agents
      • Welcome Smart:5 agent desktops (5 basic agents + 5 agent assistants on PC) & 1 supervisor
      • Welcome Pro:15 agent desktops, 1 supervisor, Statistics
    • Additional options
      • 1additional agent assistant for Welcome only
      • 1 additional Agent desktop software license (Basic agent + agent assistant)
      • 1 additional Supervisor software license
      • Statistics software license forWelcome and Welcome Smart
    • No upgrade license anymore

16. Offer Summary

      • Aflexible offer with 7 software licenses :
        • 3 new packages
        • 4 options
  • *Up to 5, then buy Agent desktops

Welcome Welcome Smart Welcome Pro OmniPCX Office RCEAgent desktops (Active + assistant) Active agents Agent AssistantSupervisor Statistics 0(Up to 32 in option) 5 Option(max 5)* Option(max 8) Option(Only with HD) 5(Up to 32 in option) NA NA 1(up to 8 in option) Option(Only with HD) 15(Up to 32 in option) NA NA 1(up to 8 in option) Yes(Only with HD) 17. Product presentation

  • 3

18. Introduction

  • An all-in-one solution
    • Seamlessly embedded ACD (Automatic Call Distribution) functions
      • Call distribution is part of the OmniPCX Office call server application
      • Client applications are managed by the system
        • Agent application
        • Supervisor application
        • Statistics application
    • Leverages and integrates with other OmniPCX Office integrated applications
      • Voice Mail
      • Automated Attendant & Multiple Automated Attendant
      • PIMphony
    • One single administration and configuration tool
      • OMC

19. Components of the Solution Supervisor Console Administration & Configuration (OMC) Statistic Manager Automated Attendant Voice Mail OmniTouch Call Center Office Call Server OmniPCX Office RCE Agent Assistant PSTN PIMphony 20. Solution Overview 21. General In-bound Call Center Principles

  • Routing & Distribution of incoming calls flow
    • According to specific call criteria & distribution rules
  • To agents or groups of agents
    • According availability, competency, time period, waiting time, etc criteria
  • In order to maximize call completion rate
    • While optimizing callers satisfaction

PSTN 22. Routing criteria

  • Calls are routed to destination group of agents according to
    • Caller's number (CLI)
    • Direct dial-in number (DDI)
    • Combination of CLI and DDI
  • Assignment of agent positions in one or several various groups
    • Up to 8 groups of agents
  • Possibility to statically provide pre-defined routing/destination choices through Automated Attendant
    • Prior to call center call distribution

23. Example CLI DDI +33xxxxxx +39xxxxx xx452 xx456 xx456 xx456 Agents

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