Alcatel-Lucent OmniTouch is a contact center solution for businesses of all sizes that are mainly driven by inbound voice interactions. It caters to various industries including healthcare, education, hospitality, manufacturing and retail.
This solution consists primarily of five modules: Supervision, Distribution, IVR, Agent and Outbound. The Supervision module enables monitoring of working groups and provides performance analysis. The Distribution module provides an automatic call distributor for routing calls. It also builds a virtual contact center. Supervisors can assess call traffic, identify unforeseen situations and modify call distribution.
IVR functionality offers speech recognition, text to speech technologies and also voice, fax and email integration. The solution also provides a desktop application, through which agents can monitor calls and access critical information. Through OmniTouch's Outbound module, the software acts as a dialer and campaign manager.
OmniTouch is also equipped with modules that enable the system to perform call routing based on skills and embedded voice announcements.