Your customers get in touch with you by telephone, email, chat and SMS, so your business needs a flexible contact center that can adapt to the demands of varying traffic and business conditions.
Alcatel-Lucent multimedia customer contact solutions give you the power to deliver high-quality, consistent customer service across all channels, in all circumstances. This comprehensive, easy-to-use solution targets medium-sized businesses where operational simplicity is key.
Benefits of our Multimedia Contact Center Solutions
- Simple, one-stop processing of voice, email and SMS queries through a single server and interface
- Continued performance thanks to support for peaks in activity associated with advertising campaigns, emergency situations and seasonal demand effects
- Improved customer service as a result of increased first-time resolution of queries and consistent experience across all interaction channels
- Resource optimization through easy interaction between contact center agents and skilled back-office experts throughout the organization
Multimedia Contact Center Solution Features
- All-in-one visual interface: easy-to-use interface for administration, routing and real-time monitoring
- Overrun capabilities: handle unexpected peaks in business
- Real-time collaboration: facilitate contact between agents and experts
- Instant messaging and presence awareness: access instant messaging and presence awareness capabilities from the agent's desktop interface