The problem isn’t channels of communication – its about fine tuning them all. Has Alcatel cracked it?
Alcatel-Lucent has launched a new customer service system that promises to co-ordinate all the multiple communications channels that companies must use.
The OpenTouch Customer Service (OTCS) aims to integrate techniques such as personal interaction, telephone contact, and social media into one cohesive customer relationship management system, as ‘eReputation’ and brand management become increasingly important.
Build by increments
The system comprises independent software components that can be sold separately so enterprises have the option to build their systems incrementally. The complete range of options for multimedia interactions is provided via open APIs, multichannel unified routing and workflow management, according to Alcatel.
It’s all about minimising management issues and maximising operational efficiency said Michel Emelianoff, the president of Alcatel-Lucent’s enterprise division. “It drives customer interaction deeper into the business process and reaches a broader range of enterprises with its simplified platform,” he said.
OTCS speaks the customers’ language, he claimed, because it offers multimedia support from voice to social media. This is an underserved market that needs better tools to support customer service, he argued.
The system is the fruit of a partnership between Alcatel-Lucent and contact centre vendor Altitude Software.
“After a rigorous evaluation, Alcatel-Lucent Enterprise has made an excellent choice in partnering with Altitude Software for its new multi-channel customer service solution,” said analyst Sheila McGee-Smith, the principal at McGee-Smith Analytics.