Alcatel-Lucent OmniTouch CC Standard Edition: CCsupervision

Description

Alcatel-Lucent OmniTouch CCsupervision provides powerful supervision tools for monitoring, analyzing, and managing Contact Center activities. With licenses for mono-site and multi-site configurations, along with upgrade paths from CCsupervision Light, it supports contact center supervisors in achieving real-time visibility and improved operational performance.

Solutions

• Real-time monitoring of contact center KPIs for individual or multiple sites.
• Centralized management interface to optimize agent and resource performance.
• Upgrade from basic to advanced supervision tools as the business evolves.
• Enhanced reporting capabilities for performance tuning and SLA compliance.

Features

• Mono-Site License: Supervises contact center operations within a single location.
• Multi-Site License: Supports supervision across geographically distributed locations.
• CCS Light License: Entry-level monitoring for basic operations.
• Upgrade License: Seamless transition from CCsupervision Light to full CCsupervision for advanced functionality.
• Real-Time Dashboards: Access to live data for quick decision-making.
• Historical Reporting: Generate performance and compliance reports.

Why Do You Need This?

• To monitor agent activities and performance across contact center locations.
• To access live dashboards and data for faster response to operational issues.
• To manage call distribution and queue strategies with real-time insights.
• To transition from a basic to an advanced supervision setup as needs grow.

Why Choose Alcatel-Lucent CCsupervision?

• Optimized for OmniTouch CC environments with seamless integration.
• Flexible deployment options for mono-site and multi-site operations.
• Upgrade path protects your initial investment as requirements evolve.
• Real-time analytics improve decision-making and service quality.
• Backed by Alcatel-Lucent’s expertise in enterprise communication solutions.

FAQs

1. What’s the difference between CCsupervision and CCS Light?
   CCS Light offers basic monitoring, while full CCsupervision provides advanced analytics, multi-site support, and enhanced reporting tools.
2. Can I supervise more than one location?
   Yes, the multi-site license allows centralized supervision across multiple locations.
3. Is there an upgrade from CCS Light?
   Yes, you can purchase an upgrade license to move from CCS Light to full CCsupervision.
4. Does it offer real-time monitoring?
   Yes, both versions provide real-time dashboards with varying levels of detail and control.
5. What reporting options are available?
   CCsupervision includes tools for both real-time and historical performance reporting.