Delivers the best of full integration

Key solution benefits

■Superior level of integration

■Lower TCA (total cost of acquisition)

■Higher availability

■Lower TCO (total cost of ownership):

-avoid human mistakes

-faster deployment

-optimized maintenance

■Predictable outcomes

CAPABILITIES

RSI CTI link

SIP connectivity: e.g., SIP GVP with Alcatel-Lucent OmniPCX Enterprise

Leverage full range of Alcatel-Lucent OmniPCX Enterprise phones (latest IP Touch, DECT via RSI agents)

Genesys controls internal Alcatel-Lucent OmniPCX Enterprise voice prompts via RSI

Leverage internal voice activity detection with Genesys outbound module

Alcatel-Lucent OmniPCX Enterprise spatial redundancy Advanced rerouting mechanisms

Transparent back-up for agents with OmniTouch CC distribution

RSI synchro server: bi-directional and automatic synchronization

Converged roadmap: cross compatibility versions e.g., Alcatel- Lucent OmniPCX Enterprise SIP gateway validated for Genesys

Alcatel-Lucent OmniGenesys

Contact Center, a winning alliance for long-term customer satisfaction

B E F O R E

CUSTOMER FRUSTRATION

“I am not sure if the new Genesys version will work on the last Alcatel-Lucent OmniPCX Enterprise version”

“I have a technical issue and escalating turns into a ping-pong game between all vendors”

“I have a Genesys solution, but I'm not sure the CTI link/PBX are optimized for it”

A F T E R

CUSTOMER SATISFACTION

“I benefit from cross compatibility between versions of Genesys and Alcatel-Lucent”

“I have one stop vendor solution.

I benefit from converged technical support”

“The RSI: Routing Service Intelligence provides a superior level of integration between Genesys software and the Alcatel-Lucent OmniPCX Enterprise”

OmniGenesys specifications

Alcatel-Lucent OmniGenesys is an advanced contact center solution designed to enhance customer interaction and streamline business operations. It offers a comprehensive platform that empowers organizations to deliver superior customer service while optimizing operational efficiency.

One of the main features of OmniGenesys is its multi-channel support, allowing organizations to handle customer interactions across various platforms, including voice, email, chat, and social media. This integrated approach ensures that customers receive a consistent and seamless experience, regardless of the communication channel they choose.

The solution leverages the latest technologies in artificial intelligence and machine learning to improve customer engagement. AI-powered analytics provide valuable insights into customer behavior and preferences, enabling businesses to tailor their services accordingly. Intelligent routing capabilities ensure that customer inquiries are directed to the most appropriate agent based on their skills and availability, thus reducing wait times and improving satisfaction.

OmniGenesys also features a robust reporting and analytics dashboard that helps managers monitor performance metrics in real-time. This allows organizations to identify trends, assess the effectiveness of their operations, and make data-driven decisions to enhance their service offerings. Customizable reports enable businesses to track key performance indicators and gain insights into agent productivity and customer satisfaction over time.

The solution is built on a highly scalable architecture, which makes it suitable for businesses of all sizes. Whether it is a small business or a large enterprise, OmniGenesys can adapt to changing requirements, ensuring that organizations can grow without significant infrastructure changes.

Security and reliability are also key characteristics of OmniGenesys. The platform incorporates advanced security features to protect sensitive customer data and ensure compliance with industry regulations. This is critical in maintaining customer trust and sustaining long-term relationships.

In summary, Alcatel-Lucent OmniGenesys is a feature-rich contact center solution that combines multi-channel support, AI-driven analytics, and customizable reporting to optimize customer engagements. Its scalability and commitment to security make it a preferred choice for organizations looking to enhance their customer service capabilities. With OmniGenesys, businesses can expect to improve efficiency, drive customer satisfaction, and stay ahead in a competitive landscape.