Alcatel-Lucent OmniTouch CC Standard Edition: CCinterfaces

Description

The Alcatel-Lucent OmniTouch CCinterfaces suite enables seamless integration of the Contact Center with third-party applications and external systems. With interfaces for call records, workforce management, real-time data, and telephony, it enhances the visibility, efficiency, and adaptability of your contact center operations.

Solutions

• Connects OmniTouch CC to external CRM, WFM, and analytics tools.
• Enables real-time and historical data sharing for business intelligence.
• Scales agent integration via CCTI for improved call handling.
• Enhances workforce scheduling and optimization through WMI.

Features

• CRI (Call Record Interface): Access to detailed call records from CCD for advanced reporting and analysis.
• WMI (Workforce Management Interface): Synchronizes contact center activity with workforce scheduling tools.
• RTI (Real Time Interface): Provides real-time data streams for dashboards and external monitoring systems.
• CCTI Server (5 agents): Enables CTI integration for 5 agents to link telephony features with desktop applications.
• CCTI Additional Pack: Adds CTI support for 5 more agents, scalable as operations grow.

Why Do You Need This?

• To integrate your contact center with third-party business tools like CRMs and WFM systems.
• To access real-time and historical call data for analysis and strategic decision-making.
• To extend telephony functionality into agent desktop applications using CTI.
• To ensure efficient staffing and improve customer service metrics with integrated WFM solutions.

Why Choose Alcatel-Lucent CCinterfaces?

• Fully compatible with OmniTouch Contact Center environments.
• Flexible modular licensing based on your operational needs.
• Enables seamless data integration for better control and visibility.
• Proven interoperability with leading enterprise systems and tools.
• Scalable design allows you to expand CTI functionality as your team grows.

FAQs

1. What does the CRI interface do?
   It allows access to detailed call records from the CCD system for reporting and analytics.
2. Can I use the WMI with any workforce management system?
   Yes, WMI is designed to integrate with a variety of workforce management platforms.
3. How does RTI benefit my operation?
   RTI provides real-time monitoring data that helps you react quickly to contact center conditions.
4. What’s the difference between CCTI Server and Additional Pack?
   The Server license includes support for 5 agents. Additional Packs expand CTI access for more agents.
5. Is the interface suite scalable?
   Yes, licenses can be added incrementally to match your team’s growth.