Alcatel-Lucent OmniGenesys User Manual

Alcatel-Lucent OmniGenesys Contact Center

Transforming your business
with a new generation of customer service

“Software and hardware
are only valuable because
they work as a system”*

*Carl Shapiro,

Harvard Business School, information Rules

Capitalize on the excellence of Genesys,

the world’s leading large call center software company

Genesys is the world’s leading
provider of contact center
software solutions with thousand
of customers in 80 countries.

Faced with the constant pressure
to generate revenue, manage
rising traffic volume, and meet
ever-increasing customer service
expectations, contact centers
now have a prime opportunity
to embrace a breakthrough
model and vision: the

Contact Center

Genesys Solutions are used by
leader companies:

Dynamic

.

enesys Suite

G

Genesys Suite, the Genesys Customer

nteraction Platform, is at the core of

I
the solution that routes and processes

nteractions across your enterprise,

i
connecting customers to the right
resource – the first time.

Dynamic Contact Center

The Dynamic Contact Center
orchestrates, in real-time, a variety
of Genesys capabilities to help
companies manage fluctuating
contact center variables and
conditions.

It redefines the three parameters that
drives today’s contact centers: traffic
resources and outcomes in order to
maximize quality and revenue
performance while reducing costs.

Key solution benefits

Organizations that implement the
Dynamic Contact Center can expect
to immediately reap significant
benefits within the contact center
and across the enterprise:

■ Business and organizational

benefits

■ Revenue and profitability

■ Contact center manager benefits

■ Customer benefits

■ Agent benefits

■ 10 in 10 top Telecommunications

■ 3 in 5 top Airlines

■ 4 in 5 top Healthcare

■ 5 in 5 top Security and Insurance

Drive your competitive transformation with Alcatel-Lucent,

the world’s most highly-awarded communication platform company

Alcatel-Lucent helps companies
lead their global competitive
transformation:

■ Business Transformation:

build lasting and profitable
relationships with your
customers by delivering
personalized customer service

■ Services Transformation:

empower your employees to
increase their productivity and
your business’ responsiveness

■ Network Transformation:

expand your enterprise outreach
by moving to an open,
intelligent, secure and converged
network

Alcatel-Lucent OmniPCX Enterprise
Communication Server:

■ An installed base of more than

20 million users

■ Serves 200,000 customers

worldwide in 130 countries

■ References in all key industries:

Finance, Education, Energy,
Government, Healthcare, Hospitality,
Media and Transportation

lcatel-Lucent OmniPCX Enterprise

A
Communication Server

he Alcatel-Lucent OmniPCX

T
Enterprise is a highly scalable corporate

P telephony infrastructure (up to

I
100,000 users). Reliable, resilient,
flexible, secure, the solution can also
be integrated to NGN and IMS
networks using SIP technology.

Whatever your business, Alcatel-Lucent
offers you the best contact center
solution with features that make your
agents' work much easier to do. These
include:

■ Rich-function telephony delivered

through an outstanding choice
of terminals

■ 99.999% reliability

■ Media independence and

networking (from TDM to IP)

■ Top-level security

■ Outstanding manageability

Most significantly, Alcatel-Lucent
OmniPCX Enterprise also delivers
best-of-class IP capabilities:

■ a single IP network to reduce your

infrastructure costs

■ move at your own pace from

eby

traditional telephony to IP

, ther
protecting your investment without
compromising service levels

Key solution benefits

■ Feature rich IP telephony

which evolves transparently with
your scalability needs

■ Deployment model flexibility - IP or

hybrid, centralized or distributed,
hosted or CPE

■ Resiliency options with cost benefit

optimization

■ The richest and most feature-robust

user experience with comprehensive
range of end points and network
connectivity choices – SIP, IP (soft and
hard), TDM, mobile (on and off site)
or analog

■ IP application phone with

Bluetooth®, unmatched XML
support and full keyboard option

■ Unmatched security with wir

e
speed encryption and 802.1X
authentication