Alcatel OmniTouch series

1
Alcatel OmniTouch series

• OmniTouch References

2
Some references
3
Some references
France

MAAF
Insurance
110 agents
France

NEXX
Insurance
115 agents
France

France Telecom
Telecom
several call centers

(largest with 295 agents)
France
Havas
Travel agency
being deployed in 15 sites
France Air France
Transportation 8 call centers amounting
to 700 agents (ongoing)
Germany BW
Telemarketing
200 agents
Spain
Iberdrola
Energy
240 agents on 2 nodes
Norway
NSB
Transportation 120 agents on 2 nodes
Germany
Bader
Help Desk
140 agents
Europe
Carlson
Wagonlit
Travel agency
several sites (ongoing)
Austria
ORF

Media
30 agents
4
A major Norwegian Railway

• Applications
• Ticket selling
• Train information
• Seat reservation
• Network management center
• Highlights
• Turnkey solution provided by Alcatel
• 120 agents in 2 locations, Oslo and Lillehammer
• Sophisticated CTI, skill-based routing and
  outbound telemarketing applications planned in
  phase 2.
• Background
• Client is Norways state railway organization. It
  offeres passenger and goods trans-portation
  throughout Norway.

Inbound (and outbound) calls
Lillehammer
toll
free
Public Telephony
Telephony
Alcatel
Network
Network
CCdistribution
Alcatel
Oslo
4625
Alcatel
CTI Server
CCdistribution
Alcatel 4755
TCP/IP LAN/WAN
CSTA
Conpany data center
Alcatel 4640
IVR
Agents
supervisors
5
An innovative Credit company

• Applications
• Leads generation
• Financial service selling
• Dept collection
• Payment reminders
• Highlights
• Part of a network of call center solutions with
  several hundreds of agents
• Alcatel responsible for overall network
  architecture
• Mission critical call center handling several
  thousands calls per day

Inbound (and outbound) calls
toll
free
Telephone
Network
ABC-F
Genesys
Campaign
Manager
Alcatel
Genesys
T-Server
CCdistribution
Call Router
TCP/IP Ethernet LAN
Agents supervisors
6
An Insurance company

• Applications
• Leads generation
• Quotation
• Tele-selling
• Cross-selling
• Customer management
• Automated fulfillment
• Highlights
• Turnkey solution provided by Alcatel
• Complete agent front-end re-engineering
• Background
• Family owned company, one of
• the largest insurance brokers in Europe.
• Major activities oriented towards the world of
  corporate enterprises and short term projects

Inbound outbound calls
Telephone
Network
Alcatel
EasyPhone
ISO-DSA
Call Router
CCdistribution
Server
Gateway
TCP/IP LAN
Print spooler
Bull Mainframe
Agents supervisors
7
A major European Airline

• Applications
• Flight information
• Flight reservation
• Flight bookings
• VIP and frequent flyer service
• Employee service
• Maghreb ticket service
• Highlights
• Reduction of reservation centers in France from
  over 20 to 8
• One unique number 0-802-802-802
• Call diversion on optimum routing criteria based
  on virtual (networked) call center concept
• Alcatel received customer order against strongest
  Competition, how they stack up

Inbound calls
Other
Telephone
Reservation
Network
Centers
Alcatel
0-082 ...
4625 IVR
Alcatel
CCdistribution
CTI
under
Server
implementation
AMADEUS
LAN
IBM
WIN
3278
NT
IBM
Agents
Agents
supervisors
supervisors
8
The End
Thank you for your attention
Any Questions ?