Latest customer service workflow solutions to be demo'd


At a glance:

  • 360° Contact-center and workflow solution supports customer communications across all channels and all departments
  • Technology showcased at Call Center World (CCW 2016), 23 to 25 February 2016, Estrel Congress & Messe Center, Berlin, Hall 2, Booth E19

Advanced Contact Center Solution

ALE, operating under the brand Alcatel-Lucent Enterprise, together with technology partners Altitude, technology experts and TeleSys will present the very latest developments in contact center solutions at Call Center World (CCW) 2016 in Berlin. The Alcatel-Lucent OpenTouch™ Customer Service Suite (OTCS) will demonstrate how it integrates the full range of inbound and outbound multimedia communications that customers expect – email, instant messaging, social media and video - to provide a 360 degree view of the customer journey.

CCW 2016 is Europe’s biggest event in the field of customer service, focusing on the digital transformation of the customer journey, while providing an opportunity for visitors to get hands-on with industry leading technology.

Attendees will be able to see the Alcatel-Lucent Enterprise end-to-end customer service solution, designed to solve and close all customer issues across multiple departments. Its workflow module introduces automated multi-step communication, that manages these processes in a holistic way and provides appropriate tools to manage them across all departments of the company.

Altitude is a technology partner and will be highlighting Altitude uCI (Unified Customer Interaction). Altitude uCI is a modular software platform that can handle all customer interactions for contact centers as well as for all other organizational areas. More than 1,100 customers worldwide use Altitude uCI for customer service, telemarketing, help desk and public administrations.

technology experts is an integration partner that offers extensive planning, integration and maintenance of a business's entire communications needs with a focus contact center solutions. At the event it will be demonstrating the power of social media integration for joining the customer conversation and reacting to social media storms.

TeleSys is an application partner and will be showcasing the TS Agent panel, based on the Alcatel-Lucent Contact Center Distribution (CCD) platform. This puts relevant information (eg CTI, presence) and statistics at agents fingertips and integrates additional features, such as call-back service, to ensure that no interactions are missed.

Alexandra Biebel, Director, Marketing & Communications, ALE DACH: “As well as the latest technology, this year we really wanted to focus on the strength of the Alcatel -Lucent Enterprise partner network in delivering tailored solutions and real business outcomes. We are joined at this year’s event by some of our key partners in the field to demonstrate how we work together to deliver the right end-to-end solution - from design, to deployment, to service management. At this year’s event, alongside our partners, we bring together four leading experts to demonstrate the best solutions for better customer service - for any business.”