Customer service solutions

Customer service takes place mainly online and at a distance.

Alcatel-Lucent Enterprise helps you put people at the centre of your 客户 service. Make it easy to put your 客户s in touch with your experts to ensure optimal satisfaction.

Manage 客户 interactions anyw在这里 for more flexibility

Work-from-home and hybrid working are now the norm for employees in contact with 客户s. Ensuring the continuity of calls from anyw在这里 is critical for an excellent 客户 experience.

Your remote or office workers can enjoy the full range of 客户 welcome and contact centre features from OmniPCX Enterprise by using their phones or softphone (IP桌面软电话 or 啤酒软电话).

Employees work better together, despite the distance, with the 彩虹 协作特性.

Facilitate contact by automating your 客户 welcome

Automate your 客户 welcome service so that experts have more time for quality 客户 interactions.

Visual Automated Attendant is a centralized application that routes calls through interactive menus without the intervention of a receptionist. 除了, this application automatically responds to your 客户s' most frequent requests using voice recognition and synthesis as well as by querying your databases.

Employees update interactive menus and voice guides without IT department intervention providing your 客户s access to recent and relevant information. The application is "multi-tenant" meaning the management of menus and voice guides is delegated to users by department without impacting the call routing of other departments.

Minimise 客户 waiting times to improve loyalty

Making your organisation easy and quick to reach improves 客户 satisfaction and creates long-lasting business interactions.

Minimize 客户 waiting times with OmniTouch Contact Center Standard Edition. Call routing and queuing strategies can always be easily modified by supervisors from a graphical interface to ensure fast connection.

Working together to respond quickly and accurately to all requests

Despite the distance, your employees work together to provide quick responses to 客户 requests.

Improve the quality of interactions by integrating 彩虹 into 客户 service applications. First call resolution is increased from the display of 客户 data during the call, one-click recording of call numbers in CRM, screen sharing and chat between agents.

Engaging with 客户s on all channels

Interactions with 客户s increasingly takes place in websites and social networks, enabling you to manage multi-generational engagement preferences. Relying solely on community managers to manage these interactions slows down the business response. 然而, with access to a 客户’s history, these inquiries are handled more efficiently by call centre agents.

Here’s why 客户s choose ALE’s solutions

• Make it easier for 客户s to get in touch with the employees w在这里ver they are and on any device.
• Customize your 客户 welcome at any time without IT skills.
• Improve the 客户 experience without the need for complex and costly integrations.
• Enrich your business application of choice with collaboration features.
• Engage with your 客户s their way.