客户服务解决方案

Customer service takes place mainly online and at a distance.

Alcatel-Lucent Enterprise helps you put people at the centre of your customer service. Make it easy to put your customers in touch with your experts to ensure optimal satisfaction.

Manage customer interactions anywhere for more flexibility

Work-from-home and hybrid working are now the norm for employees in contact with customers. Ensuring the continuity of calls from anywhere is critical for an excellent customer experience.

Your remote or office workers can enjoy the full range of customer welcome and contact centre features from OmniPCX Enterprise by using their phones or softphone (IP Desktop Softphone or ALE SoftPhone).

Employees work better together, despite the distance, with the Rainbow collaboration features.

通过自动化客户欢迎来方便联系

Automate your customer welcome service so that experts have more time for quality customer interactions.

视觉自动服务员 is a centralized application that routes calls through interactive menus without the intervention of a receptionist. In addition, this application automatically responds to your customers' most frequent requests using voice recognition and synthesis as well as by querying your databases.

Employees update interactive menus and voice guides without IT department intervention providing your customers access to recent and relevant information. The application is "multi-tenant" meaning the management of menus and voice guides is delegated to users by department without impacting the call routing of other departments.

尽量减少客户等待时间，提高客户忠诚度

Making your organisation easy and quick to reach improves customer satisfaction and creates long-lasting business interactions.

最大限度地减少客户等待时间 OmniTouch联络中心标准版. Call routing and queuing strategies can always be easily modified by supervisors from a graphical interface to ensure fast connection.

Working together to respond quickly and accurately to all requests

Despite the distance, your employees work together to provide quick responses to customer requests.

提高互动的质量 将Rainbow集成到客户服务应用程序中. First call resolution is increased from the display of customer data during the call, CRM一键记录呼叫号码, 座席之间的屏幕共享和聊天.

通过所有渠道与客户进行沟通

Interactions with customers increasingly takes place in websites and social networks, enabling you to manage multi-generational engagement preferences. Relying solely on community managers to manage these interactions slows down the business response. However, 可以访问客户的历史记录, these inquiries are handled more efficiently by call centre agents.

以下是客户选择ALE解决方案的原因

• Make it easier for customers to get in touch with the employees 无论他们在哪里，在任何设备上.
• 定制您的客户欢迎 在没有IT技能的情况下.
• 改善客户体验 不需要复杂和昂贵的集成.
• 丰富您选择的业务应用程序 具有协作功能.
• 以客户的方式与他们互动.