PARIS - Designed to support up to 32 agents, the Alcatel Office Call Center is a PC-based solution, integrating voice server and automatic call distribution (ACD).
The Alcatel Office Call Center extends the Alcatel Office platform into a customer-oriented communication server, empowering customer relationship management for SMEs. No calls are lost, clients' needs are identified and treated accordingly, and the SME's image is enhanced.
"The European call center market has been growing at an increasing rate. Today, companies consider call center solutions as critical applications which improve competitiveness," said Jean-Luc Fourniou, executive vice president of Alcatel's Enterprise activities.
If a client calls a travel agency, for example, the ACD will route, queue and distribute the call. Call routing matches call service requirements to agent profiles and availability, taking into account, in real time, the traffic load as well as alternative resources.
All calls that cannot be immediately handled by an agent are placed in a queue.
The distribution process ends the mechanism by forwarding the routed calls to the most appropriate group and agent.
The call center also integrates a voice server which allows the travel agency to expand the operation beyond their regular business hours.
Through the system's Auto Attendant, this travel agency is able to greet its callers immediately and automatically, routing the call to the right destination based on the callers' choices from different voice menus (i.e. sales department, ticket reservations, customer care, agent's direct extension, etc.).
The Alcatel Office Call Center's routing flowchart uses the Graphical Application Designer. This software tool allows the SME to design its call center based on its needs.
The company can track its level of customer service using the real time monitoring capability and the graphical statistics functions. These provide the company the information they need in order to upgrade or modify their system and ensure a constant quality of service to the customer.