Alcatel Launches Office Call Center Software Application for Small and Medium-Sized Businesses.Business Editors/High-Tech Writers PARIS--(BUSINESS WIRE)--Sept. 14, 2000 Alcatel (NYSE NYSE See: New York Stock Exchange :ALA) launched today the Alcatel Office Call Center in France and Germany, a versatile software application for small and medium-sized enterprises (SMEs). 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 (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ). This call center solution allows SMEs to improve their business relationships by handling calls faster and more efficiently. Call centers are an indispensable tool to help enterprises provide first-class customer service and anticipate customer needs. The Alcatel Office Call Center extends the Alcatel Office platform into a customer-oriented communication server, significantly empowering customer relationship management for SMEs. No calls are lost, clients' needs are rapidly identified and treated accordingly, and the SME's image is highly enhanced. "The European European emanating from or pertaining to Europe. European bat lyssavirus see lyssavirus. European beech tree fagussylvaticus. European blastomycosis see cryptococcosis. call center market has been growing at an increasing rate. Today, companies consider call center solutions as critical applications which improve competitiveness. With the Alcatel Office Call Center, SMEs have a leading-edge solution, allowing them to keep in close touch with their customers by providing them a more personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. service," said Jean-Luc Fourniou, Executive Vice President of Alcatel's Enterprise activities. If a client calls a travel agency, for example, the ACD, a specialized spe·cial·ize v. spe·cial·ized, spe·cial·iz·ing, spe·cial·iz·es v.intr. 1. To pursue a special activity, occupation, or field of study. 2. , highly efficient switching application, will route, queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). 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 fact that the call center also integrates a voice server allows the travel agency to expand the operation beyond their regular business hours BUSINESS HOURS. The time of the day during which business is transacted. In respect to the time of presentment and demand of bills and notes, business hours generally range through the whole day down to the hours of rest in the evening, except when the paper is payable it a bank or by a . Through the system's Auto Attendant The part of an interactive voice response (IVR) system that replaces the human operator and directs callers to the appropriate extensions or voice mailboxes. See IVR. , 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.). Callers are therefore guaranteed a quick, high-quality, professional welcome; since they have been routed to the most competent agent, they receive the best customer service. The Alcatel Office Call Center's routing flowchart flowchart Graphical representation of a process, such as a manufacturing operation or a computer operation, indicating the various steps taken as the product moves along the production line or the problem moves through the computer. uses the Graphical Application Designer. This software tool allows the SME (1) (Small and Medium-sized Enterprise) See SMB. (2) (Subject Matter Expert) An individual who is well-versed in the policies and procedures of a particular department or division. to design its call center based on its needs. The Graphical Application Designer gives the SME a powerful, easy-to-use Windows-based development tool, which can be customized quickly and easily to determine how to best route and process calls. 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. About the Alcatel Office Platform The Alcatel Office communication server is the heart of the Office range. It provides the SME community advanced products previously only considered viable for large enterprises, such as full mobility, integrated computer telephony See CTI, VoIP and IP telephony. Computer Telephony - Computer Telephone Integration and IP-based services. The Alcatel Office range meets the needs of companies with 6 to 128 employees. About Alcatel Alcatel builds next generation networks, delivering integrated end-to-end voice and data networking solutions to established and new carriers, as well as enterprises and consumers worldwide. With 120,000 employees and sales of EURO 23 billion in 1999, Alcatel operates in more than 130 countries. For more information, visit Alcatel on Internet: http://www.alcatel.com. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion