WHAT’S NEW with Alcatel Contact Center Solutions in R6.1? Alcatel Contact Center Solutions CC Solution Management
R6.1 Features PresentationTable of Content • R6.1 Features description • OmniTouch CC Standard Edition • Targeting “Mid Market CC” segment – Value oriented • OmniGenesys Suite • Targeting “Enterprise CC” segment – Performance oriented • Result of the superior level of integration between Genesys Suite and the Alcatel OXE Call Server, thanks to RSI (Routing Services Intelligence).
R6.1 Features PresentationFeatures description OmniTouch CC Standard Edition • OmniTouch CC Standard Edition • Spatial redundancy(dual IP subnet) for CCD/CCS R6.1 • CCIVR: NewAG4040 NMS digital board for CCIvr (NMS AG4000 board obsolescence) • Automatically replacing the old generation of boards • Can co-exist with older boards, in case of CC-IVR extensions • CCIVR R6.1: New Upgrade package for Windows 2003 • Including Visual C++ .Net & Windows 2003 Server • Support of Windows XP SP2 • CCS (WBM)R6.1, CCS Server R6.1, ACR Server R6.1, CCA R6.1, CCO Client /Agent Scripting R6.1,
R6.1 Features PresentationFeatures description OmniTouch CC Standard Edition • OmniTouch CC Standard Edition • Serviceability improvement : Upgrade w/o System disruption • “License Software” w/o reboot for all CCx licenses, but CSTA, RSI and IVR Licenses • CCO R6.1 Agent Scripting – user-friendly SDK • To interwork with externally developed Web Pages • Alcatel Pro Servs – Mandatory involvement • CCEmail R6.1 • Now compatible with CCA R6.1
R6.1 Features PresentationFeatures description OmniGenesys • OmniGenesys • Support of Spatial redundancy (TBC : target Q1 2006) • Support for XXL Contact Centers (from OXE Rel 6.1.1) • Increased capacity of “RSI Agents” : • Increased number of CSTA Objects monitoring: • Up to 9995 CSTA Monitoring • Up to 9500 CSTA-bypass monitoring • RSI BHCC: 100,000 with OXE – Appliance Server • End User’s load testing documentation available
R6.1 Features PresentationFeatures description OmniGenesys • OmniGenesys • RSI enhancements – Streamlined Genesys Routing Strategies • To increase ( up to 20) the number of guides in a Play_ announcement process (in Mandatory Treatments, only) • To be able to play several digits within a Play_announcement (in previous releases, only one “Play_digit” was allowed) • To connect “network busy” when strategy detect that there’s no resource available to handle the call • Supported Public Protocols: • ISDN (T0, T1, T2). • Supported Private Protocols: • Qsig BC, Qsig GF, DPNSS, ABC trunk, ABC link.
R6.1 Features PresentationFeatures description OmniGenesys • OmniGenesys • RSI Synchro Server enhancements (1/2) • As one of our key differentiators, it allows a Superior Level of Integration between Genesys and Alcatel OXE Call Server: • From OXE Rel 6.1, “RSI Synchro Server” expands its reach: • CCD Pilots taken into account, whilst synchronization. Faster Deployments Avoid config. mistakes, due to manual dual computing Improved Maintenance RSI Synchro Server Benefits:
R6.1 Features PresentationFeatures description OmniGenesys • OmniGenesys • RSI Synchro Server enhancements (2/2) • New “Mono Directional” Option – for “safety” reasons: • In previous ‘RSI synchro server’ release, permanent synchronization is full duplex. • In order to secure this synchronization mode, a “mono directional “ permanent synchronization will now be made available • In that case, only one system (manageable in RSI synchro server application) will be considered as “Master”. Actions triggered on the “Slave” side will be discarded.
VoIP PlugIn R6.1 Features PresentationFeatures description OmniGenesys • OmniGenesys • CC VoIP PlugIn • Optional module to the G CTI Server, • To enable VoIP at the Agent PC Desktop. • Application /CRM –driven, for IPCC environment • G CTI on OmniTouch CC Standard Edition • Or RSI Agents, on OmniGenesys
Alcatel CC Solutions – High Level Roadmap OmniGenesys: . CCVoIP Plugin –GCN/ GAD Softphone . RSI increased capacity . Spatial Redundancy (Tserver)–Q1 ’06(tbc) . RSI & “Synchro Server” evolutions OmniTouch CC Standard Edition . Spatial Redundancy (CCD/CCS) . Win 2003 support . CCivr Updates . CCO Agent Scripting SDK . CCEmail R6.1 R6.1 R6.0 OmniTouch CC Standard Edition: . MEA (Multi Extension Agent) . CCO campaign creation wizard . CCS light (team leaders)
The Alcatel Contact Center Product PortfolioUser-Centric Designed • PERFORMANCE-driven • Sophisticated & advanced • capabilities for high-end apps. OmniGenesys Enterprise Contact Center • VALUE-driven • « All in One » packaged solution, • designed for operational efficiency OmniTouch Contact Center MidMarket Contact Center Sized, priced & featured to fit Small CC market OmniTouch Call Center Office SMB Call Center BE Unlimited OmniPCX Office OmniPCX Enterprise
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Back Up Slides Alcatel Contact Center Solutions CC Solution Management
Referenced architecture - Spatial Redundancy & GenesysValidation, targeted for Q1 2006 -tbc)