Alcatel-Lucent OmniTouch Contact Center Standard Edition is Alcatel-Lucent Enterprise’s robust, scalable customer engagement platform, designed to optimize customer interactions across voice, email, and web. Ideal for small to mid-sized businesses and enterprises, it helps organizations enhance customer experiences through smart routing, real-time monitoring, and intuitive agent tools.
At its core, the platform offers intelligent call distribution, ensuring customers are always routed to the best available agent based on skills, availability, or priority. With support for multiple communication channels, businesses can manage customer interactions from a single unified interface-reducing complexity and boosting agent productivity.
The system includes powerful reporting and real-time dashboards, giving supervisors deep visibility into performance metrics and service levels. Agents benefit from features like screen pops, CRM integration, call scripting, and guided workflows to deliver quicker and more effective support.
Whether it’s for a service desk, help desk, or inbound sales team, the OmniTouch Contact Center Standard Edition ensures responsive service, reduced wait times, and improved first-contact resolution. It’s a flexible, reliable solution that grows with your customer service needs, driving loyalty and measurable business value.