Alcatel-Lucent (NYSE:ALU) has launched its OmniTouch Contact Center Premium Edition in North America.
Specifically designed for mid-market contact centers -- centers with 20 to 150 agents -- the new service integrates Alcatel-Lucent's OmniPCX Enterprise platform and the Genesys 7 contact center software.
This advanced multimedia service provides a fully centralized, graphical management environment, as well as an embedded solution for call qualification, management of real-time business conditions, and collaboration capabilities linking agents, experts and customers.
The OmniTouch Contact Center Premium Edition's user-friendly role-based graphical interface, Visual CC, allows for easy deployment, reducing the gap between implementation and the first call answered. It also offers visibility and control through real-time interaction and call flows.