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Enhance Customer Experience with Alcatel's Contact Center Solutions - Rel. 7.0

Alcatel's Contact Center Solutions prioritize customer satisfaction, emphasizing the critical role of superior service in retaining loyalty and market share. With alarming statistics showing that 85% of consumers abandon brands after negative contact center experiences, Alcatel delivers innovative features such as Fast Answers, First Call Resolution, and Quality Support. The OmniTouch suite is scalable to meet varied business needs, ensuring that organizations of all sizes can effectively manage customer interactions, enhance service delivery, and achieve higher customer retention rates.

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Enhance Customer Experience with Alcatel's Contact Center Solutions - Rel. 7.0

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  1. Alcatel Contact Center Solutions BCA Solution Unit – Mar 2006 – Rel 7.0

  2. It’s All About Customer Satisfaction When frustrated customers leave, they takeloyaltyrevenuereputationmarket sharewith them. 85%of consumers would stop using a company’s product or service based on a bad contact center experience Source: Genesys Consumer Survey, 2003

  3. Alcatel helps you deliverSuperior Service • Fast Answers • First Call Resolution • Personalized Service • Live Support & Self Help • Voice Portal & IVR Contact Center Solutions 76%of consumerswill use a company’s product or service again based on a positive contact center experience Source: Genesys Consumer Survey, 2003

  4. Contact Center Solutions – Sweet Spots Enterprise CC Greeting Centers MidMarket CC Small CC Contact CenterAbove 150 Agents Contact Centerup to150 Agents* Low-Capacity(+/- 10 Agents) Organizations without a Formal Contact Center Any Company Small Medium & Large Large & XLarge OmniTouch CC Office OmniGenesys OmniTouch CC EasyContact * OmniTouch Contact Center Standard Edition can scale up to 2,000 agents iif needed

  5. Greeting Centers : A Customer Case Budget Travel Ireland • The largest travel agency of Ireland (43% market share) • 1 HQ and 27 branch retail offices, 350 persons • All agencies must be able to receive calls: Request for information or reservation • The HQ is equipped with OmniPCX Enterprise • All agencies were equipped with key systems – mainly Samsung Solution Solution based on distributed OmniPCX Enterprise, IP networking, EasyContact 5 agents package in each location Benefits Provide fast answers to customers while controlling costs Increase staff utilization enabling all to assist customers while managing other responsibilities GREETING CENTERS

  6. Greeting Centers : The Solution • Automated Attendant • Easy Contact solution • Call distribution • Queuing with announcements • Application embedded in OXE • Implementation wizards & vertical templates • Key Benefits • Connect callers to the right person, the first time • Eliminate lost calls, ring-no-answer and voice mails • Cost-effective, fully embedded solution • Ready For Evolution to Contact Center GREETING CENTERS

  7. Greeting Centers : Campaign in a box • Page for Business Partners Only GREETING CENTERS

  8. Small Contact Centers • OmniTouch Call Center Office (OXO) • All-in-One Solution • Call Distribution (up to 20 logged agents) • Agent/Supervisor Applications • Statistics SMALL CC

  9. MidMarket Contact Centers • Our Definition of MidMarket Contact Center • Easy to Install, Operate & Administrate • Mostly one single competency • Comprehensive traffic-based reporting • Single Place of Management (Mono Site or IP) • Usage of IVR for Pre-Qualification & Call Parking • Agent Screen Pop for First Call Resolution • Needs for Reactivity amid business conditions • What MidMarket CC is NOT • Complex system requiring a lot of system integration • Multi-Site installation with heterogeneous equipment • Standard Edition for Voice Only CC • Premium Edition for MultiMedia & CTI MIDMARKET CC

  10. MIDMARKET CC OmniTouch Contact Center Standard Edition • CCSupervision • Patented Matrix-Based Distribution • Low Total Cost Of Ownership • CCDistribution • Possible Ajunction of Screen PopUp • Expected Waiting Time in Queues • CCivr • Graphical Interface • Integration with CCDistribution • CCoutbound • Preview, Progress., Predictive • Unified Management

  11. AND BLURRED MIDMARKET CC OmniTouch Contact Center Premium Edition Why Contact Centers Must Be So Complex ? Introducing….

  12. OmniTouch Contact Center Premium Edition VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. MIDMARKET CC

  13. 8+WEEKS. 75 AGENTS. 36,000 CALLS. 16 DAYS. 22% ATTRITION VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. HOW MUCH DO YOU BELIEVE YOU CAN SAVE BY HAVING YOUR OPERATIONS RUNNING IN ONLY 2 WEEKS WITH MINIMUM TRAINING FOR YOUR STAFF ? MIDMARKET CC

  14. VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. • Visual CC • Design-Operate-Expose • User-Profile Customized • Drag&Drop • Color-Coded Alerts • Visual IVR • Integrated with Visual CC • Menus, DB Lookups… • Pre-Qualification • Routing • EWT Announcement • Indiv. & group skills, services • MultiStage queuing MIDMARKET CC

  15. VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. WILL YOU FEEL MORE CONFORTABLE IF YOU COULD FOLLOW YOUR BUSINESS CONDITIONS WITH NO RISK OF DISRUPTION ? VISIBLE CONTROL POSITIVELY IMPACTS… • YOUR ADHERENCE TO YOUR BUSINESS • PREDICTING YOUR COSTS • OPTIMIZATING YOUR ORGANIZATION MIDMARKET CC

  16. VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. • Customer Interactions • Natively MultiMedia • Universal Queue • Single Management Tool • Agent Screen Pop • Historical Information • Telephony,email buttons • MultiMedia Blending • Reporting • Access from Visual CC • Excel Based • Customization Wizards MIDMARKET CC

  17. 16 CALLS PER HOUR. 260 SECONDS. 76%. 8%. Source : ContactBabel 2005 VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. WHAT FINANCIAL IMPACT HAVE ACTIVITY PEAKS ON YOU ? AND HOW MUCH DO YOU SPEND TO FIND THE RIGHT INFORMATION ? MIDMARKET CC

  18. VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. • Overrun • Follow your business • Most Flexible solution • No Extra Costs • CC Teamer • Expand CC beyond the walls • Real-Time Collaboration • Increase Customer/Agent Satisfaction • CRM Adapters for MidMarket • Wide Range incl. MS-CRM • Genesys Technology Inside • Benefit from the robustness & experience MIDMARKET CC

  19. OmniTouch Contact Center Premium Edition MIDMARKET CC

  20. Enterprise Contact Centers • Alcatel/Genesys First in Contact Centers • Alcatel First in IP-PBX (Europe) ENTERPRISE CC

  21. Enterprise Contact Centers • Introducing OmniGenesys… • Over 250 Customers • Tangible Benefits • Lower TCO on the market • Integrated Solution • Bundled Solution • Routing Services Intelligence • Over 400% Growth in 2 yrs ENTERPRISE CC

  22. OmniGenesys • Unmatched Routing Capabilities • Load-Balancing over MultiSite • Service Level, Agent Skills, MultiMedia Routing • Advanced Reporting • Historical (CCAnalyser) & Real-Time (CCPulse) • Genesys Voice Platform • VoiceXML-based IVR • Advanced Analytics With Infomart • WorkForce Management (WFM) • MultiMedia Interaction Management • Internet Contact • Email Management ENTERPRISE CC

  23. OmniGenesys • All Genesys Features Plus… ENTERPRISE CC

  24. OmniGenesys’ Additional Benefits ENTERPRISE CC

  25. Video Contact Center • Video Communications • VoiceMail, UDA.. • App Integration Leveraging the Platform For Enterprise Communications • Applications on IP Phones • Cellular Xtension • Conferencing • Unified Communications • Mobility Other Obvious Reasons to Chose OmniGenesys. • OmniGenesys OmniPCX Enterprise ENTERPRISE CC

  26. Contact Center Solutions – Recap Enterprise CC Greeting Centers MidMarket CC Small CC Contact CenterAbove 150 Agents Contact Centerup to 150 Agents Low-Capacity(+/- 10 Agents) Organizations without a Formal Contact Center Any Company Small Medium & Large Large & XLarge OmniTouch CC Office OmniGenesys OmniTouch CC EasyContact

  27. Contact Center Solutions : TakeAway • A comprehensive answer from Small to Enterprise Contact Centers • Omnitouch CC Standard Edition for cost-effective, easy to use solution • Smooth evolution towards MultiMedia, CTI with OmniTouch CC Premium Edition • OmniGenesys for Enterprise Contact Centers, high performance in customer interactions • Evolution Path from a Solution to an other – Business Continuity - • Migrate to IP Contact Center at your own pace No need for full IP • IP-Ready approach : set the cursor where relevant for your business • Lower TCO and TEV (Total Economic Value) • Unmatched list of Customers and Business Partners Network

  28. Questions ? BCA Solution Unit – Mar 2006 – Rel 7.0

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