Alcatel-Lucent OmniTouch CC Standard Edition: CCagent

Description

The Alcatel-Lucent OmniTouch CCagent module equips contact center agents with advanced softphone capabilities for efficient, flexible, and high-performance communication. Designed for seamless integration with the OmniTouch Contact Center infrastructure, it offers scalable licensing options to support growing customer service teams.

Solutions

• Enables desktop-based softphone functionality for call handling, recording, and monitoring.
• Supports flexible agent deployments with nomadic capabilities across different locations or devices.
• Improves customer experience through quicker response and personalized service delivery.
• Reduces hardware dependency and enhances mobility for hybrid or remote workforces.

Features

• CCagent Softphone Server License: Provides licensing for a group of 5 contact center agents to use softphone features.
• CCagent Additional Agent Pack: Adds licensing for 5 more agents, allowing scalable growth.
• CCagent Nomadic License: Enables agents to log in and operate from multiple workstations or remote environments.
• Integrated with OmniTouch CC supervision and routing for complete call center management.
• Supports both voice and data interactions for a unified communication experience.

Why Do You Need This?

• To equip agents with a full-featured, software-based telephony interface.
• To eliminate the need for physical desk phones and reduce hardware costs.
• To enable flexible work environments, including remote or hot-desking setups.
• To easily scale your contact center by adding more agents as your business grows.

Why Choose Alcatel-Lucent CCagent?

• Trusted integration with OmniTouch Contact Center infrastructure.
• Licensing flexibility for small and large teams alike.
• Built-in nomadic support enhances mobility and adaptability.
• Improves agent productivity through seamless desktop softphone interfaces.
• Backed by Alcatel-Lucent’s enterprise-grade reliability and support.

FAQs

1. What is the difference between the server license and the additional agent pack?
   The server license includes the initial 5 agent licenses; the additional pack allows you to add 5 more agents.
2. What does the nomadic license allow?
   It enables agents to log in from different locations or devices, supporting mobility and flexible work setups.
3. Can CCagent be used with physical phones?
   CCagent is primarily a softphone solution designed for desktop use; however, it can complement physical phone use in hybrid setups.
4. Is the CCagent license suitable for remote agents?
   Yes, especially with the nomadic option, it is ideal for remote or home-based agents.
5. How scalable is the CCagent system?
   Extremely scalable – simply add more agent packs as your team expands.