- Challenges
- Industry
- Solutions
- Unified Communications
- IT Security
- Customer Interaction
- Core network to front-end Contact Centre applications
- Productive environments for customer service
- Managing performance & productivity
- Ensuring the quality outcomes from each & every customer interaction
- Effective resources & skills management
- Peace of mind with around the clock support
- Satisfied loyal customers, motivated staff & profitable interactions
- Secure Data Centre & Infrastructure
- Building Networks That Scale
- Consolidation: Manageable & Cost-Effective
- Reduce Total Cost of Ownership (TCO)
- Optimisation: Unified Fabric & Fibre Channel over Ethernet (FCoE)
- New Data Centre Build, Extension or Refurbishment
- Virtualisation: Maximise Utilisation, Minimise Costs
- Security: Safeguard Networks, Data & Applications
- Sustainable & Green Data Centre Environments
- Physical Security
- Intelligent Building Services
- Services
- Events
Case Study: The Listening Company
- The Uk's 14th largest out-sourcer with nearly 600 workstations.
- Established in 1998 and aims to provide 'Intelligent Customer Management Solutions'
Challenge
- New office location in Portsmouth requiried rapid call centre installation to generate revenue
- Network upgrade in existing office location, Richmond, providing a virtual inbound and outbound contact centre which could be managed centrally
- As a live site the Richmond upgrade needed to be acheived with no downtime
Solution
- Portsmouth site - successful integration of Alcatel OmniPCX Enterprise platform with Alcatel Omnitouch contact centre suite. Also became the first Alcatel site with Genesys powered predictive dialler to be installed
- Reading - upgrade and outbound system testing were managed simultaneously, the PBX was replaced with Alcatel's OmniPCX Enterprise and OmniTouch package
Benefits
- Integrated suite of applications which all run from the same supervision terminals, enabling centralised telecoms management
- Team managers have a single interface to monitor inbound and outbound campaigns
- Cost effective solution
Partners
Alcatel-Lucent
