- Unified management of all contact points, front and back office
- Ensures the consistent application of business rules to improve quality and overall performance
- Open solution based on standards allowing for rapid application development
- Platform independent solution allows OTCS to add value without disrupting existing infrastructure
- Combine operation and business performance management
The Alcatel-Lucent OpenTouch Customer Service Suite (OTCS) is a complete yet modular contact center solution that unifies all communication media throughout the organization with real time KPIs. With OTCS, contact center managers can focus on key goals by monitoring, in real time, operations and business outcomes and take immediate actions to improve productivity and results.
Built on an open and standard based platform, the OTCS suite allows unified management of all customer-related activities in the front and back-office. Focusing on business value, the OTCS suite ensures the consistent application of business rules, monitoring and automation to achieve excellence in customer service, ensure legislation compliance and reduces operating costs.
The OpenTouch Customer Service Suite also supports multi-PBX environments, which make it an effective solution for multi-site companies running complex and diverse technological environments.