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Alcatel. Lucent

Alcatel Lucent ALE Connect Omnichannel Contact Center

Alcatel-Lucent Enterprise’s ALE Connect is a Contact Center as a Service (CCaaS) solution that enables businesses to manage customer interactions across multiple channels—including email, live chat, social media, and phone calls. It streamlines workflows between customers, service agents, and the organization, ensuring efficient and high-quality customer service.

 

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In today’s digital landscape, customers expect to engage with businesses through their preferred communication channels. Alcatel-Lucent Enterprise’s ALE Connect addresses this need by offering a comprehensive omnichannel contact center solution. This Contact Center as a Service (CCaaS) platform allows organizations of all sizes to handle interactions seamlessly across email, live chat, social media platforms like Facebook Messenger and Twitter, and traditional phone calls. ​

ALE Connect enhances the Alcatel-Lucent OmniTouch® Contact Center Standard Edition by integrating cloud-based services, simplifying the workflow between customers, service agents, and the broader organization. This integration facilitates the management of all customer-related activities in both front and back offices. ​

Key features of ALE Connect include a web-based desktop application for agents and supervisors, a built-in knowledge base with intelligent search capabilities to improve call resolution, and real-time monitoring and reporting tools. The solution also offers integration with business applications such as CRM and ERP systems, ensuring a unified approach to customer relationship management. ​
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Security and compliance are at the forefront of ALE Connect’s design. The solution is ISO27001 certified and ensures GDPR compliance, providing high availability, security, and redundancy in customer data storage. By adopting ALE Connect, businesses can connect with customers through their preferred channels, improve first contact resolution rates, and enhance agent efficiency with a single, intuitive interface
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