Alcatel-Lucent OmniTouch CC Common Option: Self service - CCivr

Description

The Alcatel-Lucent OmniTouch Contact Center Interactive Voice Response (CCIVR) solution offers advanced self-service capabilities that automate customer interactions, reduce agent workload, and ensure 24/7 accessibility. Designed to integrate seamlessly with the Alcatel-Lucent CC suite, CCIVR supports analog, digital, and fax-on-demand sessions with scalable licensing options.

Solutions

• Automates routine inquiries, freeing up live agents for more complex tasks.
• Provides 24/7 customer service through interactive menus and speech-driven options.
• Integrates with databases and call routing systems for dynamic responses.
• Supports self-service via fax-on-demand and text-to-speech sessions.

Features

• CCIVR Analog License: Supports 4 analog ports for voice self-service.
• CCIVR Digital License: Supports up to 10 digital ports for advanced IVR deployments.
• Fax on Demand License: Enables 2 simultaneous input/output fax sessions for document delivery.
• Contact Center Integration: Directly integrates IVR with contact center queuing for seamless call handling.
• Database Read Module: Allows CCIVR to access external databases for personalized responses.
• SAPI5 TTS Connector: Enables text-to-speech (TTS) for two concurrent sessions using SAPI5 engines.
• Free & Paid Upgrades: Licenses available for version upgrades, including R12.x compatibility.

Why Do You Need This?

• To offer self-service options like account status, FAQs, and routing without needing a live agent.
• To support after-hours customer service and reduce operational costs.
• To increase service efficiency and agent productivity by offloading repetitive tasks.
• To provide multi-modal support through fax and voice interaction.

Why Choose Alcatel-Lucent CCIVR?

• Fully integrated with OmniTouch Contact Center for smooth operations.
• Flexible analog and digital licensing options to fit all deployment sizes.
• Includes support for advanced features like TTS and database lookups.
• Backed by Alcatel-Lucent’s reliable telecom infrastructure and support.

FAQs

1. What is the difference between analog and digital CCIVR licenses?
   Analog licenses support basic IVR over analog ports; digital licenses allow for higher-capacity, feature-rich deployments.
2. Can I integrate CCIVR with external databases?
   Yes, the Database Read license allows integration with external systems for real-time data responses.
3. What is the purpose of the SAPI5 TTS Connector?
   It enables CCIVR to use text-to-speech engines for dynamic voice responses.
4. How does CCIVR integrate with the Contact Center?
   It works with queuing systems to route calls based on IVR responses and caller data.
5. Is there a cost for software upgrades?
   Some upgrades, like the R12.x license, are paid, but others may be offered free of charge.