e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
Successful customer relationships
for all businesses
e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
2
Overview
When customers engage with your service center, the outcome, convenience and speed of resolution,
become the measurements of your brand and company excellence. There’s a lot at stake.
Customer service employees need technology that can handle queries at all stages of the buying cycle,
cope with case management, and track issue resolution, to prove return on investment. Whether you are
a small company or a multinational, your customer service solution must be adapted to your needs,
reliable, easy-to-use and to set up, and most important, !
That’s where Alcatel-Lucent Enterprise can help you.
Here’s why businesses choose ALE customer
service solutions:
Our customer service solutions help you:
• Build a reliable, cost-eective solution that
leverage your phone system
• Provide answers to any type of interaction,
from customer welcome and automatic call
routing, to advanced contact center solutions
with connected agents, supervision, and
monitoring of activities
• Integrate omnichannel interactions (phone,
email, SMS, chat, and social media) while
maximizing uptime and reliability
• Connect your existing CRM solution to
leverage your customer database and enrich it
with new interactions
• Make your website a live portal to your
customer community with direct chat (using
text, audio, and video) with experts from your
customer service team
• A built-in contact center: Integration
between your telephony infrastructure, and
the customer service options enable maximum
uptime at minimum cost
• Speed: Our intuitive systems mean you can
onboard new agents fast, minimize training
time, and adapt call distribution trees in real-
time
• Simplicity: A unied global dashboard with
multi-channel interactions and transaction
data, provided from your CRM tool help simplify
your agent’s job. You can also easily quantify
your ROI based on tight integration with your
business applications
• Scalability: “Right-size” your customer service
operations quickly to meet demand. Our
customer service solution models range from
modular premises-based solutions to cloud-
based, and from CAPEX to pay-per-use
Overview
e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
3

• Automated attendant applications: Interactive call routing, customer welcome outside of
business hours, always-on 24/7
• Attendant applications: Personalized, human welcome. From the desk phone or an app on a PC
• Dispatcher applications: “Human intelligence” for ecient call dispatch in critical environments
• Contact center applications: From agents to supervisors, including call recording and monitoring
capabilities
• Communications applications: Business communication applications on any device, for all employees
including CRM solution users, engaged in customer relationships, using a phone number or company
website for live interactions
Page 13
Rainbow Enterprise
Summary



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



Page 4
Visual Automated
Attendant
Page 10
OmniPCX Record Suite
e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
ALE Connect
Page 9
Page 7
Dispatcher app
Page 5
Attendant app
on desk phone
Page 6
Attendant app
on PC
Page 8
OmniTouch
Contact Center SE
Page 11
IP Desktop Softphone
Page 12
Rainbow CRM Connect
e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
4
Visual Automated Attendant

24/7 Business response to customers Cost eective operations
Visual interface
to manage rules
and prompts
Enterprise
calendar
management
Multi-tenant
delegation
• Routing logic based on date and time
• Record greetings and prompts from a phone
or upload studio quality les
• Text-to-speech capabilities (free PICO TTS,
IBM Cloud, Google Cloud)
• Automated welcome adapted for small to large
organizations
• User-friendly interface for easy personalization
without IT assistance
• Usage statistics to adapt rules to demand
Adapted and contextual response
• Prompt messages depending on the
context (caller ID, contract number,
calendar)
• VIP service with special routing
• Collect information (IVR) for call
qualication and routing
CUSTOMER WELCOME APPS COMMUNICATION APPS
CONTACT CENTER APPS
• Expert 24/7
customer response to ensure a professional image and
quality
• Build a recurring business relationship: Personalized
greetings, routing, and news
• Multi-tenant: Delegate operations to multiple tenants
(dierent organizations/departments within the company)
for better accountability and increased business response
• 
No special IT skills are required to record prompts or
manage business hours. Provide a scalable software
solution for small to extra-large businesses
Alcatel-Lucent Visual Automated Attendant


VisualAA VisualAA
VisualAA
Snow Day!
No school today!
Restaurant will be opening
at our new address on
January 9th!
For more information about
the strike and cancelled
ights, press #!

e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
5
Attendant application on the desk phone

Agile attendant desk phone solution Cost optimization and ease of use
Professional
welcome
Easy to manage and
understand
No need for a
computer - only a
desk phone
• Attendant features (including routing
management, and call reservation)
• Direct visual supervision with key expansion
module
• Compatible with working from home (VPN
embedded phone)
• No additional equipment required
• Save on installation, conguration and employee
training
Eective branch oce attendant
• Adapted for a reduced number of calls
and employees
• Mutual aid between sites: branch
attendant can assist main central
attendant
• Ergonomic desk phone with visual indications:
Information bar indicating the current date and time, and
icons displaying number of waiting call (normal and
urgent calls)
• Extra programming keys: Expanded capacity with
additional key module that plugs into the desk phone.
Each key is associated with an electronic icon and label. It is
programmed as a resource or supervisory key
• High audio quality for attendant comfort: Wired or
wireless handset (Bluetooth), and headset jack
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS
The attendant solution on the ALE-300
DeskPhone is intended for enterprises with a

include management of queued incoming



e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
6
4059EE Attendant Console PC

Professional welcome with a personal touch Single or multi-site customer welcome
Intuitive user
interface on PC
Visual call
queuing
Single or multi-
site welcome
• Easy-to-use interface
• Waiting queues with indicators
• Speed-dial keys
• Unied welcome across all locations
• Call redirect to predened number
• Mutual help between attendants in dierent sites
Ecient call dispatch
• Busy Lamp Field (BLF) for immediate visibility
of respondents’ availability
• Company directory search engine
• Fast-call transfer
• 
Receptionist can perform fast directory lookup and see
employees presence status directly on the screen
• Visual call
queuing to handle high trac
• 
faster: The desktop application interface can be
customized for any usage
• Centralization
and resource sharing to reduce cost
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS
Alcatel-Lucent 4059 Extended Edition is an
attendant console on PC with an easy-to-use
visual interface to provide a personalized
customer welcome for medium and large


e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
7
Dispatch Console

Coordinate operations and share information Secure and reliable communications
Dispatch high
volume of calls
stress free
Dispatcher
app available
on desktop or
touchscreen
Integration with
3rd party control
center app
• Speed dial/dial pad to quickly distribute calls
• Multiple routing options: transfer, park or put
in a queue
• 3-party conference, and conference up to 60
participants (optional)
• Supervision by one or more operators simultaneously
• Call history for operations tracking and callback on
missed calls
• High availability with server duplication and Alcatel-
Lucent OmniPCX® Enterprise geo-redundancy
Full control and integration
• Administration module: Manage the operator
console display, conguration with templates,
statistics generation
• Integration with the company LDAP directory
• Integration within a 3rd party control center
application (such as SCADA supervision platform)
• Manage high volume of calls: Presentation and
dispatch by the operator based on priority rules
• Visual and intuitive interface: Operators can route
calls, manage queue(s), and set up conferences
• Web interface: Accessible from the desktop PC,
touchscreen workstation, or integrated with a 3rd party
control center application (such as SCADA supervision
platform)
CUSTOMER WELCOME APPS COMMUNICATION APPS
CONTACT CENTER APPS
Alcatel-Lucent Enterprise Dispatch Console
enables the presentation and selection of
calls according to business processes and

is ideally suited for control centers (such as
railway, airport, energy supplier, and public
emergency), as well as environments where



e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
8
OmniTouch Contact Center SE

With Alcatel-Lucent OmniTouch® Contact
Center Standard Edition (SE), all organizations
– from small businesses and teams looking
to organize their customer service, to large
companies with contact centers - have access

channel customer interaction solution that is
easy to implement and integrate with their

Ecient call distribution Built-in exibility and reliability
All-in-one solution
from agent phone
and desktop app to
supervision
Adapted to
remote agent

Extension to
multimedia
interactions (email,
chat, social media)
• Patented visual tool to manage conguration,
design routing and check call ows
• Routing time schedule
• Skill-based distribution
• Group selection options
• Integrated with OmniPCX
®
Enterprise on-premises, or in
the cloud
• Add-on module (Soft Panel Manager) to display statistics
and business data on wallboard, screen and mobile
devices
• Add-on module for omnichannel with email, chat,
social media and CRM applications integration
Empowered agents and supervisors
• Free seating agent position, desk phone or
softphone, open to remote agent conguration
• Supervisor with discrete call listening and
monitoring
• Desktop application for agent and supervisor
• Increased customer satisfaction: Customers benet
from shorter wait times, as well as the opportunity to
speak to a qualied contact
• Real-time supervision applications and
detailed reports optimize processes in the short and long-
term
• Cost-saving: Permanent access to contact center
features is available from the agent’s phone without
complex IT integration
• Reliability: High availability of the communication server
enables better call distribution and maximum service
continuity
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS

e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
9
ALE Connect


Alcatel-Lucent Enterprise Connect (ALE Connect)
enables customer services of all sizes, handling
omnichannel interactions with the quality and


Connect your customers their way Adapt smoothly using hybrid cloud
Omnichannel
interactions (phone,
email, chat, social
media)
Automation of
repetitive tasks with
intelligent assistance
Cloud based services
work from anywhere
• Connect using voice, email, chat live through the
company web site, Facebook Messenger, Twitter
• Manage voice calls using ALE Contact Center from
within the Agent Desktop App
• Empower agents with a unied web-based
application on the desktop
• Leverage ALE phone system, licenses, phone sets and
softphones. Keep voice Contact Center routing rules
adapted to your needs
• Plug-and-Play: automated cloud provisioning of agents/
processing groups
• Adapt costs to business: nothing to install to scale,
exible subscriptions
Improve rst contact resolution
• Display customer information using built-in
database or CRM
• See history of past interactions across all
channels in a single window
• Search in the built-in knowledge base with
standard responses, and the intelligent
assistance to suggest best answers depending
on the context
•  Optimised distribution of the customer requests,
whatever the channel, based on competences and availability of the
agents
• Global view: Centralised customer data to deliver a 360° view of
the customer context to the agent, including contact information
(from built-in database or extracted from external CRM/ERP
application) and history of the previous interactions whatever the
channel used
• High quality interactions: A unique desktop interface for the
agent to manage all the available channels. Highlight contact
information of the online customer. Intuitive cross-channel during a
conversation, to improve eciency and rst contact resolution
• Control: Agent and supervisor can access graphical dashboards
for all digital channels and benet from complete visibility on the
real-time performance. Detailed reports to optimise processes over
the long term
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS

e-Catalog
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10
OmniPCX RECORD Suite

Enterprise solution for real-time call recording Quality monitor
Base package

recording for
inbound and
outbound calls
Add screen
capture to the
record application

reporting and
evaluation
analysis
• On-demand, retro-active, random and total
recording of all conversations
• Embedded playback
• Multiple criteria search
• Multi-channel call recording: Phone, trunk,
SIPREC
• Customizable score cards
• Reporting on individual or group achievements
• Dashboard providing an overview
of performance evolution
• Coaching sessions based on scorecards, with
annotations and learning attachments
Capture screen to support audio recording
• Screen capture web interface
• Complete user desktop activity capture
• Extended desktop capture
• In the event of a dispute, a
recording of the interaction can provide verication of the
exchange between customers and agents
• Regulatory compliance and data protection: The
solution meets the legal requirements for payment by
phone (PCI-DSS), and interactions with nancial institutions
(MiFID II). The solution also provides strict security
management policies for high protection of customer data
• Improved quality of service: The customizable quality
monitor application helps managers identify areas
requiring improvement. Coaching tools and tutorials help
improve employee and agent performance
• Seamless
integration into existing or newly installed OmniPCX
Enterprise environments. The user-friendly web-based
interface oers fast access to all features (including
consultation of call records from other recorders)
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS
Alcatel-Lucent OmniPCX® RECORD Suite
provides businesses with a reliable application
to record and supervise calls that support
quality assurance, accelerate customer issue
resolution, boost loyalty and streamline

e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
11
IP Desktop Softphone

User-friendly and easy to install, the Alcatel-


It turns your computer or mobile into a
high-end enterprise grade VoIP phone at the


as a desk phone for all employees, including

Complete business telephony Any device, anywhere availability
Same interface
and functionality
as the ALE
DeskPhone
Agent features
Easy remote
installation
• Display and usages similar to ALE DeskPhones
• Multi-line and call supervision
• Use Alcatel-Lucent OmniPCX® Enterprise or
OXO Connect telephone features
• Computer (PC, Mac OS), tablet or smartphone (Android),
compatibility VDI
• Leverage the company VPN for o-site/remote
worker usages
• No mix between private and professional life
(smartphone)
Contact center agent features
(1)
• Login/Logo, wrap-up
• Supervisor functionality
• Call distribution and routing rules with a
remote agent
(1)
OmniTouch Contact Center SE
• Device of choice anywhere: Employees who have no
physical desk phones are always reachable on computer,
tablet or smartphone
• All telephony services are available,
including contact center agent features
• Easy adoption: No additional user training required when
users are familiar with the desk phone
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS

e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
12
Rainbow CRM Connect


Easy-to-deploy CRM integration Click-to-call
Customer
form popup on
incoming call
Click-to-call from
the CRM app
Market leading
CRM integration
• Salesforce, Microsoft Dynamics,
ServiceNow, Zoho CRM
• Just download an add-in
• Seamless user experience within the CRM
desktop application
• Call on PC or from a business phone
• Click on numbers in CRM form to call
• Call or chat with colleagues
Customer information
• Automated recording of the customer’s
phone number
• Form pop-up on incoming call
• Reduce wait time for your customers during peak
activity: the service is available, for as long as you want
and can be quickly implemented from the cloud
• Provide a personalized customer service: Employees
have automatic access to the customer’s form when
customers call your company
• Your
customers’ phone numbers are automatically captured
by Rainbow and added to the CRM. No typing errors are
possible. One click calling makes it easy to get in touch
• Provide your customers with the information they
Employees can help each
other by exchanging les, instant messaging or making
phone calls from within the CRM application
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS
Provide customers with a quick and
personalized response with Alcatel-Lucent

e-Catalog
Alcatel-Lucent Enterprise
Customer Service Applications
13
Rainbow Enterprise


Business calls on mobile and more Secure team collaboration
Receive your
business calls on
any device
Engage audio
and video with
visitors from
web
Collaborate with
the team for
fast customer
problem
resolution
• Route calls on mobile, laptop, and desktop
phone from an app
• See if contact is online, on the phone, or in a
meeting
• Chat groups with up to 300 participants
• Text messaging, 20 Gb le sharing
• ISO 27001 security certication, local hosting, strict
condentiality policy
Engagement multi-channels
• Chat, audio and video call
• Conferencing with 120+ participants
• Integration within the company website
to engage live with visitors
• 
: Call from your mobile or
computer using your business line. Look for a quick
answer or need to transfer an important call? See who’s
available and manage everything from your mobile
• Engage with customers connected to the company
website looking for support through live chat or
an audio & video call: Provide the best of connected
website for visitors, and enable any of your employees to
get involved in customer support
• Collaborate with people in groups and teams: Use
chat, audio and video conferencing, and exchange les
securely. Rainbow is certied secure and locally hosted.
Your company’s and your customers’ data are safe!
CUSTOMER WELCOME APPS
COMMUNICATION APPS
CONTACT CENTER APPS

with Alcatel-Lucent Rainbow Enterprise to

Check out our e-catalog desk phones
Check out our e-catalog mobile phones
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Information
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owners. The information presented is subject to change without notice. Neither ALE Holding nor any of its a liates assumes any responsibility for
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