1. Alcatel-Lucent Enterprise Education – Sales Training June 2013
Contact Center Solutions 2013 How to efficiently manage Customer services
Welcome to this training module on Alcatel-Lucent Contact center Solutions Portfolio Overview .
This module is designed to help you explain to your customers and prospects how Alcatel-Lucent contact center solutions can help to efficiently manage customer interactions. The Alcatel-Lucent Enterprise Contact center Offer is structured to address the whole Enterprise market leveraging the unique OpenTouch Platform technology.
So You will learn:
- How to sell the Business Value of Alcatel-Lucent Enterprise Contact center , understanding your customers’ strategy
- How those solutions are aligned with Alcatel-Lucent Enterprise OpenTouch conversation strategy
- How is consistent and unique the portfolio leveraging the Alcatel-Lucent Enterprise Strengths: Conversation, Contextual communications, user centric Management, ICT integration and multiple deployment models.
Alcatel-Lucent Enterprise Education – Sales Training
June 2013

2. Course Objectives Targeted audience
Alcatel-Lucent internal salesforce
Business Partners salesforce
Upon completion this course, you will be able to
Understand the dynamics of Contact Center’s market
Describe the Alcatel-Lucent Contact Center’s solution and our competitive advantages
Understand the portfolio and propose the right solution to our customers, base on the context
Course duration: 1 hour
Here are the course objectives.
This training provides sales personnel with basic knowledge on Alcatel Lucent Contact center portfolio. It is designed to provide both internal and partner sales personnel with an understanding of the strategy behind the Alcatel-Lucent Contact center solutions. This training identifies the business opportunities, the offer and its components, and the right product for meeting customers’ needs.

3. Agenda Understanding the Proposition Generating Sales Opportunities
Presenting our Credentials
Conclusion
We’ll start by looking at the strategy we propose, before taking a quick look at the type of problems the Alcatel-Lucent Enterprise Contact center solution is designed to solve, its key capabilities and what benefits it brings to prospects. We’ll then move on to consider the type of prospects to target and who are the best people to talk to in order to generate new sales opportunities. After looking at examples of the types of questions you need to ask to focus on specific business problems, we’ll look at a recent implementation, see what the analysts are saying about Customer services. We’ll finish off by listing where you can go to get more information, and with a recap of the key points contained in this presentation.

4. 1. Understanding the Proposition
Where it fits in the global strategy
What are the main prospect’s challenges
What is our proposition
What benefits it brings to prospects
Why now is the perfect time to buy
In this first section, Understanding the Proposition, we’ll start with a description of where the Contact Center Portfolio fits in the overall Alcatel-Lucent Enterprise global strategy, and then we’ll explore what type of business problems and issues the Contact center offer can overcome. Following a description of the proposition, we’ll consider what benefits Contact centers provide and why now is the perfect time to sell this solution.

5. 2013 Contact center portfolio: a new DIRECTION
WE REINFORCE CC STRATEGY
SYNERGIES WITH CONVERSATION EXPERIENCE
HOMOGENEOUS TECHNOLOGY
CLOUD READY
WE BUILD TO LAST
REFRESH EXISTING CC OFFER
EXTEND INSTALLED BASE CAPACITY
ENLARGE ADDRESSABLE MARKET
WITH OPENTOUCH CUSTOMER SERVICE
2013 is a turning point for Alcatel-Lucent Contact center strategy.
So Alcatel-Lucent has ignited a new strategy to better cover all Contact Center market segments (Voice centric , All-In-One, Custom)  with an execution plan based on:
Enhanced value proposition with synergies between Conversation Experience and Customers services
This expands the use of the contact center to the whole enterprise organization so that the contact center no longer acts as a silo in the Enterprise and the contact center becomes a business support for Business Line Managers.
Homogeneous technology whatever the market segment providing:
a tight integration with the communication applications enabling collaboration between field services and back-office and enforcing productivity;
A programming language to improve business processes reducing the deployment cycle;
Business oriented reporting capabilities to enable business owners to manage the Business performance (rather than Contact center specialists);
A workflow that completely automates and integrates business processes increasing efficiency and minimizing errors.
Expansion of the market reach with solution that can be sold on a traditional mode or as a Cloud Ready solution answering to any
scenario of purchasing.
For 2013, the strategy is to :
Refresh and enhance the existing Contact Center offer
Extend the existing installed base : OpenTouch Contact Center Standard Edition with the ability to provide the new OpenTouch Customer Service as an Add-on for multimedia or outbound
Enlarge the addressable market with OpenTouch Customer service for Custom needs as well as for cloud ready solutions

6. Where it fits in the global strategy: Change the Conversation
Employees
Customers
Multi- Party
Collaborate across the enterprise
Engage experts & departments
Multi- Device
Seamlessly hop across office and mobile
Link interactions with context
Multi- Media
Here’s how Alcatel-Lucent Enterprise helps enterprises “Change the Conversation”:
For Employees, we make it:
- Multi-party – enable collaboration with the right employees at the right time with advanced video collaboration and presence utilizing our Visual Communications offer.
- Multi-device – ‘hop’ across devices from your office to your car to wherever your job takes you leveraging OpenTouch, the 8082 Smart Deskphone and Application Fluent Networks.
- Multi-media – move conversations that begin with text to seamlessly add voice and video with the simple click of a mouse again leveraging OpenTouch and Application Fluent Networks.
For Customers, we make it:
Multi-Party – enable enterprises to bring new resources and departments into the customer conversation (Collaboration improving the Contact center productivity: Telephony, Contact Center and ful Unified Communications are available for contact center Agents to enable Collaboration between both the Agent and Enterprise Back-office organization and the Agent and customers sharing screens and documents.
The mainstream trends is that Contact center technology is spreading throughout the Enterprise organization , which is transforming the employee as customer point of contact. So we will expand the term « Agent » to any enterprise representative in this course.
- Multi-Device – optimize service delivery with context across devices and over time. Client Software is spreading to PCs, Tablets, Smartphones.
Multi-media – extend ‘cross-channel’ approach to tie in Social Media and Mobility .
Multi-channels are voice, chat , fax, , SMS and video brought by OpenTouch.
Social media functions are analysis, capture with classification, and sending notification by to agents.
SIP is used as an enabler of Contact Center mobility (increasingly demanded in branches, home offices and on/site) For example, maintenance technicians and agents hired for unique, dedicated campaigns working from home are typical use cases.
Move from text to voice to video
Extend to social and mobility

7. Where it fits in the global strategy: The Customer Conversation
Engage Expert & departments
Link Interaction with context
Extend for social and mobility
Delivery Optimization
Enterprise resource Optimization
Business Agility
Open System
Multi-channel conversation
Performance Management
Solutions & Products
Voice Only Solutions:
OmniTouch CC Standard Edition
All-In-One Solutions:
Genesys Compact Edition
Unified Solution
OpenTouch Customer Service
Point Integrated Solutions:
Genesys 8
The way the customer conversation is changed is threefold – they can begin by Engaging Experts and specific departments, or designed to link interactions with context and finally extended to include social media and mobility. In each area there are different technologies that can support and deliver these conversations:
First, Engaging Experts & departments
This is supported by topics like Delivery Optimization which is the capability to present or route the interaction with the best fit between the subject of the call (whatever the media) and the responder
The Enterprise Resource optimization is the conjunction of several factors : the skills based routing, the possibility for the Agent to enter in a collaboration session with needed back-office resources and the capabilities to share documents or even to use CRM and other Business applications. The usage of SIP by Alcatel-Lucent Enterprise enables the Resource optimization by:
- exposing to the Agent the presence (availability, preferred media, etc…) of the suitable expert/Manager and
- blending of applications with the integration of OpenTouch collaborative conversation applications within the agent desktop.
Next, it links Link Interactions with Context
Business Agility: The evolutions towards full SoftWare (Full SIP, Virtualization routing and other modules such as IVR, Supervisor, Reporting, Outbound, Media server, middleware, OpenTouch suite , open the door to the multitude of IT deployment schemes. Communication application as such Contact center is no longer a silo and can interact with any Business Application ( Business Intelligence, ERP, BPM…).
As a consequence Alcatel-Lucent developed business homeland security (working with the Alcatel-Lucent strategic industries, many references across EMEA), context routing for branch leveraging ALU middleware (business contact and the distributed architecture of OXE/OT)
Open System: The usage of Open standards fosters IT integration without compromising the budget by optimizing the usage of IT resources (servers, OS, IT managers, etc…). This leads to Virtualization to address the new services consumption models: OPEX , CAPEX or hybrid (hybrid mode to start with Hardware in CAPEX, Software in OPEX
Lastly it can Extend Social Media and Mobility
Multi-Channel conversation: Thanks to the multi-channels brought by OpenTouch (voice, chat , fax, , SMS, video) and social media functions (analysis, capture and classification, and send notification by to agents), Alcatel-Lucent helps Enterprises improve their image, and to manage and increase its Customers asset.
Contact Center mobility fosters new business practices as maintenance technicians, agents hired for dedicated campaigns working from home
Performance Management: To participate to the Business Agility, the Alcatel-Lucent Contact center Solutions deliver multitude of indicators to help Businesses to monitor and control the effectiveness and the quality of their Customer services.
So we will depict how to sell the Alcatel-Lucent Contact center solutions :
- Omnitouch Contact Center Standard Edition
Genesys Compact Edition
OpenTOuch Customer Service
Genesys Suite

8. What are the main prospect’s challenges
Digital strategy drives Investments
CHALLENGE #1: Increase Enterprise growth
Disruptive digital technologies
Local talent scarcity
China economic growth
Cultural and communication related
Disruptive digital technologies
Local talent scarcity
China economic growth
Cultural and communication related
78% of CEOs are able to plan Investment and growth although 74% of CEOs see recession in advanced economies
Let’s look now to Prospects challenges.
Business leaders, this year, consider rather growth than cost cutting!
According to CEOs and Senior Executive survey 2013 from Gartner, the main intend is, in the current economic turmoil, to increase growth by investing in
Customer-facing IT, Integrated/Standardized/Unified IT/CRM
Innovation
Product design/offerings
Expansion in ASIAPAC
The trend is the rising of the importance of more customer-facing IT and revenue-winning technology-enabled capabilities. So today Business leaders look at e-commerce, product innovation and multi-channel interaction without forget business analytics to obtain better customers segmentation.
The Alcatel-Lucent Enterprise Contact center is the ideal technology to support growth by:
Supporting digital strategy by enabling multi-channels conversation and integrating social networks and mobility
- Qualifying the efficient customers panel
- Fostering Collaboration between the sales force and the back-office organization
- Testing the market without investing in new location
- Limiting Business risk such as : “Foreign currency exposure“ & "Credit risk“ by usage of e-commerce tools
- Optimizing multi-lingual resources
“CEO and Senior executive Survey 2013 from Gartner

9. What are the main prospect’s challenges
Digital strategy drives Investments
CHALLENGE #2: Reduce enterprise costs
Reduce the cost of IT
Develop and manage a flexible infrastructure
Expand the use of information and analytics
Deliver business solutions
Improve IT management and governance
CEOs believe that 14% of current IT spending is unproductive and “wasted”
Enterprises are continuing to be challenged by contracting budgets and cost pressures.
Again, from the Gartner survey, 14% of current IT spending is unproductive and “wasted”. The areas were the investment is perceived as “wasted” are mainly Business services, Marketing and IT. The trend is that “cost cutting” plans are more focused on the improvement of the Business efficiency.
To help reduce the Enterprise costs:
Alcatel-Lucent Enterprise Contact center Solution has evolved towards full Software delivered enablement of Business Solutions
The economy of scale is lead mainly by Virtualization enabling centralization;
The single management tool provides for direct provisioning and commissioning of agents, phones, resource control for call routing, parking (including voice guides and digit collection) as well as routing points combine to lower the Total Cost of Ownership for call control;
New developments towards Hosted Contact Center and Contact Center as a Service (or CCaaS) consumption models will provide enterprises with more flexible Contact Center services;
Analytics used to optimize the contact center contribute to the improvement of the IT Management, Governance and Customers segmentation
And lastly, Contact Centers are well received as directly participating to the Value creation in enabling to new business models.
“CEO and Business executive Survey 2012 from Gartner

10. What are the main prospect’s challenges
Digital strategy drives Investments
CHALLENGE #3: Attract and retain new customers-Business
Strengthen the customer experience
Send clearer market signals
Analytics
Mobility
Collaboration
Sales remains a top area of investment after product enhancement
Business analytics, E-commerce, customer experience Management (CRM evolution) remain CEOs' favorite IT capabilities
New customers segmentation factors in the three next years are social media, mobile penetration and urbanization rate
Enterprises can’t afford to depreciate its asset: their customers.
So attracting and retaining new customers is crucial for Businesses…
The best differentiation factor for Businesses is to strengthen the customer experience by usage of proactive communications fitting with the customer live style.
The enterprise can update its image by developing innovative ways of communication with its Customers or prospects by building greater intimacy through the use of Multiple Channels, social media, Mobility and Collaboration internally.
Analytics help to “tune” the customer relationship to measure the efficiency of the marketing effort by a more accurate customers segmentation.
“CEO and Business executive Survey 2013 from Gartner

11. What are the main prospect’s challenges
Digital strategy drives Investments
CHALLENGE #4: Invest in Technology-Enabled Business
Structured innovation management could be one way to make technology investments pay off
Achieving operational objectives, Increasing agility, Rising workforce productivity
Business Analytics, E_commerce , Customer experience management and Enhanced business reporting are the top 4 priorities (cloud business and mobility are following)
The final challenge for Business Leaders is to use IT as the most competitive advantage possible…
And the main differentiation factors (ranked by importance to CEOs) are Customer-facing IT, Integrated/Standardized/Unified IT/CRM, Innovation and Market intelligence/BI/business analytics,
Contact center as a component of the customer relationship management tools is closely enabling the Business Objectives…
“CEO and Business executive Survey 2013 from Gartner

12. What is our proposition: The market segmentation
Profile
> 30 agents
> 250 agents
> 5 agents
Large CC
Midsize CC
Small CC
A HEALTHY MARKET +5.9% CAGR
BUT FRAGMENTED OFFERS
Lot of integration
High professional services revenues
Custom
Operational efficiency, Multichannel
Low TCO
All-in-One
Embedded in PBX
Quick RoI
Voice / Basic
So let’s depict the playground:
The market is quite healthy with a high single digit growth until 2016.
Nevertheless, it is a fragmented market due to three specific Customers needs:
A Custom solution: a solution based on software components integrated by massive professional services to answer to specific needs
An All-In-One solution: a solution based on an integrated software suite optimizing the deployment cycle by simplified tools (pre-defined rules and templates, visual GUI )
A Voice/Basic solution: a solution which is embedded in a PBX mainly focused on Voice Media.
We will then explain how Alcatel-Lucent will address those market segments…
TOTAL ADDRESSABLE MARKET : 1.8 Bn €

13. What is our proposition: New Direction: Flexible & progressive offers
New Offer: OpenTouch Customer service
H1’13: Stand-alone complete solution or as OTCC SE add-on
H2’13: CPE/CAPEX or Enterprise Cloud/OPEX
After ’14: From “basic” to “custom”, for progressive transition at customers’ speed, with the same platform
2013
Small CC
OTCC SE
GCE
GENESYS
Large CC
Midsize CC
> 30 agents
> 250 agents
> 5 agents
OTCS
NEW
OTCS Add On
2014+
Small CC
OTCC SE
GCE
GENESYS
Large CC
Midsize CC
> 30 agents
> 250 agents
> 5 agents
OTCS
SMOOTH EVOLUTION
The directions are:
-Broaden the market coverage
-Multiply the evolution scenarios (leveraging the ALU customers base:500K Agents)
-Secure with an homogeneous technology which can work with communication servers from different vendors
-Differentiate with synergies between Conversation and customer services
-Propose different consumption models (from Investment to pay-as-use models)
Early 2013, Alcatel-Lucent released OpenTouch Customer Service (OTCS) with two immediate effects:
Broader coverage of custom Market segment…
Evolution path of Voice/Basic customer towards multi-channels considering OTCS as an add-on.
Second half 2013, Pay-as-use consumption model will be available
And globally, Alcatel-Lucent plan to address all market segments with the same underlying technology based on OTCS.
After the explanation of the strategic plan, let’s move to Alcatel-Lucent product mapping and differentiation factors…

14. What is our proposition: The product mapping and evolution
The differentiation factors:
A disruption: sophistication doesn’t mean complexity and high TCO
A unique technology to address all market needs
A solution enabling enterprises to act as One
TCO (License +Professional services + Support)
Sophistication
Genesys suite
Smooth evolution
Synergies with OT
Unified interaction
First Call resolution
Multi-channels
Business support
OTCC SE
GCE
OTCS
We map the Alcatel-Lucent Contact Center offering taking two criteria: The Sophistication Level (from first call resolution to Business support) of the Solution and the Total cost of ownership (TCO).
Why this mapping?
It will point-out the Alcatel-Lucent Contact Center offering uniqueness:
First, Alcatel-Lucent will provide market with a solution which will not increase the TCO in regards of the need of sophistication as current established practices .
We propose a smooth evolution of the Alcatel-Lucent Contact Center offering as followed:
In a short-term, OTCS will take benefits of synergies with OpenTouch
-an unified configuration and management system with OpenTouch;
communications and Collaboration services .
Furthermore, OTCS will be provided as an add-on of OTCC SE to add multi-channels services
In a mid-Term, the whole Alcatel-LucentContact Center offering will be based on OTCS technology. This will generate a multitude of solution combinations.

15. What is our proposition: 2013 sales plan
BROWNFIELD
GREENFIELD
REASSURE
EXPAND
Custom
Voice / Basic
All-in-One
Genesys 8
OpenTouch Customer Service
EXPAND
REASSURE
OpenTouch Customer Service
Add-ons
Genesys Compact Edition
Genesys Compact Edition
REFRESH
REFRESH
Alcatel–Lucent developed its Contact Center offer , to secure its existing customers:
-Refreshing OmniTouch Contact Center Standard edition (OTCC SE) becoming VIRTUALIZE-ABLE AND EMBEDED IN OPENTOUCH 1.3.
Expanding OTCS: all additional media being managed by the OTCS unified routing, keeping the voice media managed by its OTCC SE.
Reassuring existing Genesys and GCE customers by ENSURING ADD-ONS AND UPGRADES
And to address new customers with the Alcatel-Lucent engagement that the investment in OTCC SE, GCE or OTCS is sustainable.
OmniTouch CC Standard Edition
OmniTouch CC Standard Edition

16. What is our proposition: Fit in Alcatel-Lucent Portfolio
Vital Suite
OpenTouch™
OmniTouch™ Instant Comm. Suite
Advanced Comm. Server
Interactive
Voice
Response
(IVR)
Genesys Suite
OpenTouch Video Store
OmniVista Network Management Software
OpenTouch CS
OmniPCX Enterprise
Genesys Compact Edition
Digital Signage
OpenTouch CC SE
Vital QiP
OpenTouch Federation
OpenTouch SBC
Let’s now see how it translates into solutions across the Alcatel-Lucent portfolio
The Alcatel-Lucent Enterprise OmniTouch solutions offer traditional Unified Communication and Collaboration
OpenTouch delivers a new generation of user experiences called “conversation”
OpenTouch Video store and Digital Signage solutions add more visual interactions and richer contents to business interactions and the range of management platforms offers simple management and configuration processes for the whole;
OpenTouch federation allows a deeper integration in a multi-vendor environment and the OpenTouch SBC “Session Border Controller” ensures easy and secured remote connections of mobile devices and remote users
The Alcatel-Lucent Contact center Solutions take the benefits of the real-time rich business communication suite previously depicted. As an example, the unified management bringing control of the TCO.
OmniSwitch / OmniAccess
ISDN/PSTN/Internet

17. What is our proposition: Ecosystem
Unified
communications suite
Workforce Management
Conversation Management
Performance Management
CRM
Business analytics
IT Softwares
SoftPanels Management
Alcatel-Lucent developed and managed a rich ecosystem through different programs (externally and internally):
Alcatel-Lucent Enterprise Application Partners Program (AAPP)
Business Partners Accreditation Program (targeting VARs)
Alcatel-Lucent Enterprise internal Product reviews
With more than 30 Application Partners, dedicated openness connection packs, services contributions and innovation partnerships, Alcatel-Lucent Enterprise offers a wide range of enrichment possibilities.
If we take a few examples:
MediumSoft has developped a CTI based solution that allow to locate callers based upon their caller-ID or GSM cell position. The solution is integrated within our OmniTouch Contact Center range and allows emergency services to locate callers on a map and attached enriched contextual data to the interaction.
Alcatel-Lucent Enterprise Professional services organization has deployed more than 20 customized solutions based upon the SoftPanel server.
Large accounts in all industry use our CRM connectors on a day-to-day basis
We have developed Professional services practices to address some Verticals and naturally the Unified communication suite and Conversation Management organizations are collaborating with ALU contact center to provide the best value proposition to the Market.
BPM
Quality Management
Professional services & VARs

18. What is our proposition: Customer profiles fit
Budget
sensitive
Customers
Experience/
Live style
Multi-
Channels
Time sensitive
IT skills
CC as Business support
CC as Intrinsic Business
OTCC SE
Profile 1
GCE
Profile 2
G suite
Profile 3
OTCS
Profile 4
Through the overall contact center solutions positioning, we provide a coherent range of contact center solutions, allowing our partners to provide the right solution, answering our customer’s business needs in terms of Customer Conversation. So the overall portfolio reflects a coherent and easily understood comprehensive contact center strategy:
First, it extends Communications to the Contact center
Next, we Propose solutions answering clear business requirements
Finally it has defined migration paths without Business disruption
So the Alcatel-Lucent Enterprise strategy for its contact center solutions is summarized in the “customer profile fit” grid.
Their are also myths to de-bunk the current beliefs that Large Contact Centers and Mid-Sized contact centers are two different contact center markets.
The first belief is that “contact center is a business where large contact centers look for the best-of-breed solutions and mid-sized contact centers only look for solutions less powerful.” This is actually not true. Enterprises will select the right solution that fits their customer service needs, whatever their number of agent seats.
The second belief is that “Mid-Sized Contact Centers usually look for more integrated solutions with a simplified integration path because internal teams such as IT, workforce management, reporting, flow management, etc… which support the customer service operations are less numerous.” This is indeed very true. The total cost of integration services does not depend on the number of seats. If you intend to integrate your Contact Center solution with your CRM application, the integration cost will be the same whether you have 75 agents in your contact center or one thousand. As a result, to minimize the Total Cost of Ownership per seat, complexity must be minimized. This rule is more applicable to mid-sized Contact Centers. A license is only one cost among others and you, as sales representatives, have to keep clearly in mind that the licenses we sell are just a portion of the costs involved to implement a complete contact center solution.
Thusly it’s important to focus on the Value provided by Alcatel-Lucent Enterprise Contact Center solutions integrating all dimensions like the time to market, the ramp-up budget with resources training, the evolution capabilities, the business goals control . This list is not exhaustive nevertheless we intend to raise your awareness to decision criteria where the license price is not the fundamental one!
Focus on value rather than size

19. What is our proposition: The Portfolio components (1of2)
OmniTouch CC Standard Edition
OmniPCX Enterprise+ OpenTouch
ALU Advanced call Routing w/t CCS, CTI Screenpop+ Outbound
Voice only
CCivr openness on other IVR solutions (GVP)
Soft Panel Manager, Recording, Quality Management + WFM+ Genesys T_ Server + HA+ Branch Survivability
Agent desktop + SDK+ remote Agent
CCS : Supervision + Configuration + Reporting
Genesys Compact Edition
OmniPCX Enterprise + OpenTouch + openness through
Genesys routing offered through Visual CC w/t outbound
Voice + + other media types through (FAX, SMS)
CCivr wi/t Visual IVR+ openness on other IVR solutions (GVP)
Soft Panel Manager, Connectors for WFM, Recording (PCI), ICON Reporting, G+ Adapters, Redundancy
Agent desktop + SDK
Visual CC: Supervision + Configuration + Reporting + Advanced routing rules
Genesys Suite
Openness through all T-Servers (including SIP Server)
Full Genesys routing w/t outbound
Voice + + iWD + Web + Genesys eServices + openness
GVP + iCFD + full openness with other IVR solutions
Advisor, Interactive Insights
Soft Panel Manager, WFM, UC Connect, BPR, Recording, Training Manager, G+ Adapters HA
Agent desktop + Mobile+ SDK
CCPulse, CCAnalyzer, Supervision + Configuration
Platform
Routing
Media Types
Agents
Supervisors
Reporting + Analytics
Now lets point out that the Contact center Solutions are actually Software suites…
OmniTOuch Contact Center Standard Edition (OTCC SE): The OTCC SE was released more 10 years ago and the solution is more than ever valid for voice only contact centers. Because of its unique matrix call-routing model, it helps enterprises to easily implement call-routing solutions for any type of voice interactions: inbound and outbound. The solution is so easy to implement and administer that the total cost of ownership is low. OTCC SE is a scalable, reliable, voice-only contact center solution embedded with the Alcatel-Lucent OmniPBX Enterprise.
Genesys Compact Edition (GCE): We address customers looking for a flexible and open All-In-One contact center solution that is easy to implement and manage. We believe there is an All-In-One Contact Center market emerging, with a easy to use model of configuration, control and deployment and as shown in this slide the features set is outstanding…The All-In-One Contact Center solution objective is to propose all the key components today’s contact centers expect, bundled into one complete holistic set, That is easy to deploy and easy to administrate with simplicity in mind. That lowers the total cost of ownership for our customers because the level of integration services required is limited. That is compact in terms of architecture and does not required a battery of servers. That is aligned with the current premise of hosted trends, allowing partners to propose GCE as a single tenant solution in a data center with one blade server for each customer. That does not require intensive presales efforts and that matches our existing business partners’ network. Furthermore, a more sophisticated IT integration can be done (simplicity doesn’t mean no openness!) with integration tools preserving the initial investment
Genesys Suite: Genesys G8 is more than just a Customer Service Solution as it provides all the best-of-breed solutions to deliver the best ever Customer Conversation perspectives. G8 can help any business deliver an excellent customer experience that wins new customers, increases customer loyalty and helps achieve key business goals. Every touchpoint between you and your customer is full of potential for retaining business or losing it. Today, customer touchpoints occur throughout the organization, not just in the contact center. Genesys suite lets you tie customer interactions together with the right resources throughout your business. Delivering the ideal experience at all communication points helps you engage customers, moving them beyond satisfaction and turning them into advocates for your business. It lets a never met openness for customization with major system integrators.
Without forgetting the new offering described in the next slide….
IVR
Others capabilities

20. What is our proposition: The Portfolio components (2of2) OpenTouch CUSTOMER SERVICE (OTCS)
MANAGEMENT
WORKFORCE
BUSINESS PERFORMANCE
STRATEGY
OPERATIONS
MANAGEMENT PORTAL
UNIFIED DESKTOP
INTEGRATION
INTEGRATION SERVER
CONNECTORS
ROUTING
SKILLS
DIALER
POWER
PREVIEW
PREDICTIVE
CLASSIFIER
INTELLIGENT
RULES
WORKFLOW
QUALITY
STUDIO
MULTI-PBX
CLOUD READY
VOICE PORTAL
OUTBOUND
INBOUND
MEDIA
VOICE
MESSAGING
CHAT
SOCIAL MEDIA
OPEN MEDIA
OTCS is going beyond the contact center by providing an outstanding features set in a software suite. It delivers unified interaction management solutions, that are open, deployed rapidly and that can be delivered as a product or as a service.
OTCS uniqueness is based on the three following attributes:
Business Efficiency:
OTCS is a complete suite, not a piecemeal product with a single administration, a single language and a single training and… with an integrated Business performance management (also known as business analytics management).
OTCS Unified Routing applies priorities, intelligent and skills-based routing rules to all types of activities, including interactions and workflow tasks.
Completeness : OTCS covers every core Customer services function expanding customer experience with social media and any channels blending adapted to customers lifestyle.
OTCS Connectors & Integration Server provides out of the box integration with leading CRM solutions, OpenTouch CS Connectors. OpenTouch CS Integration server enables the integration of custom developed applications with OpenTouch Customer Service Suite.
The solution includes support for full voice self-service with OTCS Voice Portal for inbound and outbound. The suite can also be integrated with 3rd party IVR systems using OpenTouch CS APIs.
Operational Efficiency: OTCS provides:
-an unified agent desktop with scripting, and award-winning outbound capabilities enabling fast ramp up and improving the agents productivity.
-a workflow managing process coherence and relation with back-office organization.
an integration with major communication servers so that OTCS any Customer situation.

21. What is our proposition: OTCS: A clear evolution path for the future
STEP 1
FAST INTRODUCTION
OPENTOUCH CUSTOMER SERVICE SUITE
ALU OXE INSTALLED BASE TRANSFORMATION
GREENFIELD: OXE+OTCS
STEP 2
TIGHT INTEGRATION
RSI AND SYNCRO SERVER INTEGRATION WITH OXE
FIRST INTEGRATION WITH OT: EXTENDING CONVERSATIONS
STEP 3
SIMPLIFICATION
BRING CHOICE OF EXPERIENCE TO “LARGE” CUSTOMERS VISUAL CC COCKPIT: DELIGHTING EXPERIENCE FOR “MID MARKET”
STEP 4
OTCS INSIDE
EMBED OTCS INTO OPENTOUCH
So , The Strategic plan for OpenTouch Customer conversation is a stepped approach :
FAST INTRODUCTION: Alcatel-Lucent OpenTouch Customer Services (OTCS) is available in the first half of 2013
TIGHT INTEGRATION:
Alcatel-Lucent will provide a unique solution by enabling:
-Deep phone control integrating Mobility
-an unified Management system
-a Collaborative Contact Center (UC spreading into the contact center )
SIMPLIFICATION:
Alcatel-Lucent will integrate its patented VisualCC on top of OTCS
OTCS Inside:
Alcatel-Lucent will procure a full conversation experience to CC agents and Customers of the Contact centers to deliver a unique experience.
All that plan reflects the Alcatel-Lucent engagement in the Customers services market.
INTEGRATION AND DIFFERENTIATION

22. What benefits it brings to prospects
OmniTouch CC Standard Edition
An ideal solution for Contact Centers driven by Voice Interactions
Single patented user interface for administrators and supervisors
Reliability, distributed architecture, and branch survivability
The first software suite, OmniTouch Standard Edition brings Uniqueness based on key benefits for prospects:
First, A unique “matrix” call routing model enabling a short time to operate…
Secondly, Reliability thanks to the high availability and survivability due to the tight integration with the Alcatel-Lucent Enterprise Communication platform
Thirdly, A Low Total Cost of Ownership thanks to the Contact center capabilities, such as Supervision and Distribution, that are managed within the call server :
-Reducing deployment and setup time;
-Requiring single competency for administration, supervision and reporting;
-Making Contact Center management easy.
-And Providing the Scalability enabling scale effect.
Low TCO

23. What benefits it brings to prospects
Genesys Compact Edition
An easy to use solution with graphical user Interface bolstering business
Keys Components assembled in an holistic framework
Easier to deploy & Manage, simplicity in mind not functional limitation
With the Genesys Compact Edition (or GCE) suite we deliver:
Power
GCE embarks in an holistic framework with outstanding capabilities.
Simplicity
Immediate and intuitive operation by the contact center staff, particularly managers, supervisors and agents. Visual CC provides a single “cockpit” graphical User Interface for non IT savvy users. It simplifies deployment with one-button installation.
Control
A flexible overall solution designed with serviceability in mind. Visual CC presents its features in a fully centralized, graphical management environment that is immediately intuitive and operational to contact center staff, namely managers, supervisors and agents. It delivers easy control over call routing configuration, management of real-time business conditions and optimization of skills across resources.
Faster implementation time, cost effective and manageable in terms of deployment. It lowers operation and support costs by putting the power of the system in the hands of contact center staff. GCE enables enterprises to deliver improved quality of service.
Openness with:
SIP interoperability capabilities with third-party systems
Seamless integration with leading CRM applications .
Compliance with SIP-related compliant elements of the Alcatel Lucent catalog
Analytics for major Quality Management tools
Openness on key themes

24. What benefits it brings to prospects
Genesys suite (G8)
The ideal experience at all communication points to engage customers
Unify the dialog with customers
Leverage resources across the enterprise through forecasting and scheduling
Genesys Release 8 (or G8) provides all the best-of-breed solutions to deliver the best ever Dynamic Customer Engagement. G8 can help any business deliver an excellent customer experience that wins new customers, increases customer loyalty and helps achieve key business goals.
Every touchpoint between the enterprise and their customer is full of potential for retaining business or losing it. The Genesys Suite lets enterprises tie customer interactions together with the right resources throughout your business. Delivering the ideal experience at all communication points helps the enterprise engage customers, moving them beyond satisfaction and turning them into advocates for your customer’s business.
Optimize customer service processes

25. What benefits it brings to prospects
OpenTouch Customer Service
The ideal solution to match the customer life style
Unified management of customers interaction
Enterprise acts as One
OTCS is going beyond the contact center by providing an outstanding features set in a software suite taking advantages of the Alcatel-Lucent OpenTouch Suite. It delivers unified interaction management solutions, that are open, deployed rapidly and that can be delivered as a product or as a service.
So let’s summarize the OTCS benefits:
Business Efficiency without compromise on capabilities
OTCS is a complete suite, not a piecemeal product :
covering every core Customer services function
expanding customer experience with social media and any channels blending adapted to customers lifestyle.
-providing out of the box integration with leading CRM solutions,
-enabling the integration of custom developed applications,
including full voice self-service
Operational Efficiency with a flexible human resources management
OTCS provides:
-an unified agent desktop with scripting, and award-winning outbound capabilities enabling fast ramp up and improving the agents productivity.
-a workflow managing process coherence and relation with back-office organization.
an openness to major communication servers so that OTCS fits with any Customer situation.
a collaboration tools with the use of OpenTouch communication services (mobility and UC) expanding Customers services through Business organization.
And Last but not least:
Secure Investment with the Alcatel-Lucent engagement
OTCS is a significant element of the Alcatel-Lucent Technology . It will evolve as part of the Alcatel-Lucent strategic plan. OTCS addresses all customer needs in term of functionalities , size and organization to foster their growth.
Secure investment

26. Why now is the perfect time to buy
A market growth at high single digit!
2013 is a turning-point year: Business leaders defiantly ranked growth further ahead of cost in their strategic priorities than last year!
Social care?
47% of all social media users have used social care (59% among years old)
71% of those who experience positive social care (i.e. a quick and effective brand response) are likely to recommend that brand
Technologies?
It is an emerging technology in Brazil, Russia, India and China (BRIC) with a growth at double-digit compound annual growth through 2015
New technologies are raising (within the five next years) Audio Mining/ Speech analytics, Collaborative customer interfaces, Social analytics, Community peer-to-peer support, Video chat for customer support, contact center interaction analytics, External community platform, speech recognition for contact center applications
Buyers?
Buyers are reacting to the explosion of technological complexity by demanding that vendor build user interfaces that are easier to use for line managers and end users; easier to install and maintain; and that overall make it easier to use data that contact center systems produce
So why is now the perfect time for your customers to but Alcatel-Lucent Enterprise customer interaction solutions?
According to both Gartner and Frost & Sullivan, the Contact Interaction market is growing at a high single digit growth despite the major economic turmoil.
The different factors are:
The development of emerging markets
The need for Enterprises to manage their market share as an asset and react to the new consumer model. In mobility situation, extending the new customer behaviors with social media and then control their e-Reputation
The control of the budget by optimizing economy of scale by considering Contact center as an other IT application (Virtualization, Hosted model, etc…)
The new channels contributing to image as that of an innovator, leveraging Video chat, social networking, SMS, etc…
And finally the need of Agility with ease to manage Solutions…
Sources: Gartner, Frost & Sullivan, NM Incite

27. 2. Generating Sales Opportunities
What type of prospects you should target
Who is the target buyer
Who you should talk to
How you can convince prospects to act now
We have now covered the ways in which Alcatel-Lucent Enterprise contact center solutions can help your prospects and customers run their businesses more effectively. This next section concentrates on helping you generate sales opportunities by focusing on what potential buyers might be looking for and posing questions that will help you explain how Alcatel-Lucent Enterprise contact centers solutions can solve their business problems. Let’s start by considering what type of prospects you should target.

28. What type of prospects you should target
Principal Targets: All Businesses
All enterprises but specifically those:
Looking to expand the reach of their customer
Willing to expand Geographic coverage
Seeking for up sell through new sales channels
Looking for an updated image
Rationalizing Sales & Marketing Costs
Verticals
Banks with Specific Bundle “Business Contact”
112 and 911 practices
Technical Infrastructure
Green Field using OpenTouchTM Business Edition or Multi-Vendor PBX
Brown Field using OmniPCX Enterprise
The ideal prospective customer is the one where:
There is a gap between existing delivery and expectation: The existing customer service delivery does not match the enterprise’s expectations and strategic goals, and thus the enterprise does not provide the right service.
The solution in place needs some updates. In this case, there are good chances that the solution in place does not have the right capabilities expected by customer service directors. These directors, very involved in the customer interaction management solution selection, will listen to products and solutions that can help them improve the service they provide.
Existing customers are also a good target to generate up sell opportunities, since chances to successfully sell an additional product are higher in these situations.
Generating these sales opportunities is related to understanding the prospective customer’s business and the extent to which the customer engagement can be implemented.
Engaging quality discussions with Business Consultants within ALU Professional services or VARs (Alcatel-Lucent Business Partners) can be a key starting point, especially when
the situation is complex
the customer’s strategy is unclear

29. Whom you should talk to VP of Marketing or CMO
Customer Service Directors
Information and Communication Technology Directors
Technical Experts
To be effective, you’ll need to treat each one differently, so we have included pointers here to help you do this.
Specifically for Contact Center opportunities, you will want to talk with the most obvious people in the company, who have the most to gain from our offering.
They are the VP of Marketing or CMO, the Customer Service Directors, the Information and Communication Technology Directors, and the Technical Experts.
In the next four slides, we have given you topics to discuss with the three “obvious” contacts.

30. How you can convince prospects to act now
Buyer Persona: Executives / CMO
Challenge
Question to ask
Here’s our unique business value
Is the Investment aligned with the corporate strategy?
What is your corporate strategy? Is this global strategy decided at the contact center level? What are your business objectives?
Evolutive and scalable Offer provided by certified Business partners
Is the CC Solution Agile enough to adapt the TCO?
How is organized your contact center? What is your IT strategy? Which are your main IT application vendors?
Adaptability to any deployment model and unified management
Is the Solution will migrate with the long term strategy?
What is your long term strategy ? How you see the impact on the Contact center ? In which timeframe?
Openess to any IT environment (desktop, CRM and major back-office applications)
Next, we have listed three typical challenges an Executive/ CMO may face, together with a description of how Alcatel-Lucent Enterprise Contact center solutions specifically can help.
As the major Challenge for Executive is the Alignment of the Solution to short and mid-term Strategic plan, The Questions should help to understand the strategic objectives and related plan. So the Unique business value is the way the Alcatel-Lucent enterprise Contact Center solution contribute to the business goals with the following characteristics:
Evolutivity and Scalability
Adaptability to Customer IT operation principles and organization
Openness enabling integration with customer IT applications to contribute and even improve the Business..
Please take a moment to review these challenges and those on the following slides as well as the questions you can ask your prospects to uncover business opportunities.

31. How you can convince prospects to act now
Buyer Persona: Customer Care Manager / Contact Center Manager
Challenge
Question to ask
Here’s our unique business value
Any interaction capabilities with agent to improve efficiency of an customer interaction?
Do you need to interact with agent even enter in communication with Customer? Is there any collaboration between agent and back-office expert?
Integration of Collaborative tools
Are customers getting different information / service depending on which interaction type they are using?
How do you handle complaints via mail, Social Media? Are the contact center agents aware of the activity on the Social Media operation?
Contact center and Social Media can communicate and share information with the other
No data on which to plan impact of Social Media involvement
Do you have any sizing as to the impact of introducing Social Media interactions? How will you plan for this? How will you deal with unplanned loads? Will this affect the handling of other interactions?
Reporting on load is the same what ever the media (Social Media s, SMS, , etc…)
Next, we have listed three typical challenges an Customer Care Manager / Contact center Manager may face, together with a description of how Alcatel-Lucent Enterprise Contact center solutions specifically can help.
The challenges are related to the customer interaction efficiency and agents productivity so it is important to point out the benefits of the collaboration tools, the social media and the reporting capabilities….

32. How you can convince prospects to act now
Buyer Persona: ICT Manager
Challenge
Question to ask
Here’s our unique business value
How solution fits in the ICT policy?
Do you have specific constraints for servers? And for desktops
Solution operates in any Operating systems.
How to control operation costs?
Do you operate virtualized systems?
Virtualized Solutions
How to manage Integration risks?
Which Application you wish to integrate at Desktop or server level?
Sound track record of integration with major Business Software Application.
Next, we have listed three typical challenges an ICT Manager may face, together with a description of how Alcatel-Lucent Enterprise Contact center solutions specifically can help.
Let say that ICT Manager is seeking to lower its operation cost so the aim is to emphasize the capabilities of Alcatel-Lucent Enterpsie Contact center solutions :
Operating on major operating systems
Taking all advantages of the virtualization technologies
Enabling integration with major Business Software Applications

33. How you can convince prospects to act now
Buyer Persona: Business Owner
Challenge
Question to ask
Here’s our unique business value
How Contact center will support the Business?
Which type of business you want to support? Will you support or optimize specific Business processes?
Multitude of Application Interface enabling the interaction with Business Application or Business Process Management tools
How to measure the Business Activity?
Did you define business objectives? Which metrics do you want to monitor?
Multitude of Analytics (and large ecosystem to find the more suitable Monitoring Application)
Will it be agile enough?
Which are your projects?
Which type of media you want communicate with.
Richness of functionalities with multiple Agent profiles (mobility, multi-channels, collaboration)
Visual User Interface to configure and control shorten the staff ramp up and the implementation time
Next, we have listed three typical challenges an Business Owner may face, together with a description of how Alcatel-Lucent Enterprise Contact center solutions specifically can help.
Business owner’s major Challenge is the way Contact center contributes to the Business.
So, You need to prove that the investment in Alcatel-Lucent Enterprise Contact Center Solutions is suitable by:
-their integration capabilities with the prospect’s Applications;
-Their Analytics for the Business monitoring;
-and the way the Contact center can evolve at the pace of the prospect strategic plan with the richness of the functionalities and the visual User Interface that foster the way the customers define the Customers Interactions management rules.

34. 3. Presenting our credentials
Industry and analysts reports
Case studies
This chapter focuses on presenting our credentials.

35. Industry & Analysts Reports
“The OpenTouch Customer Service solution brings the best of both worlds: an innovative customer service offer with all of the capabilities required by today’s business, including social and mobile integration, as well as sophisticated traditional capabilities, including predictive dialing. 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.”
Sheila McGee-Smith
“the addition of a new multichannel, modular customer service partner solution corrects a customer service application weakness in the overall Alcatel-Lucent product line and enhances the overall OpenTouch offering. In addition, the move clears up the market confusion and lowers the anxiety level of customers with customer service needs considering the OpenTouch solution. It also provides a method of supplementing services to existing customers requiring new features for existing infrastructures”
What does the industry say about Alcatel-Lucent Enterprise Contact center solutions?
According to Sheila McGee-Smith:
“The OpenTouch Customer Service solution brings the best of both worlds: an innovative customer service offer with all of the capabilities required by today’s business, including social and mobile integration, as well as sophisticated traditional capabilities, including predictive dialing.
According to Ken Landoline:
“The addition of a new multichannel, modular customer service partner solution corrects a customer service application weakness in the overall Alcatel-Lucent product line and enhances the overall OpenTouch offering”
Ken Landoline, Current Analysis

36. Case studies
“With our solution, we improve the workflow for Witt Weiden.”
Sigmund Tragl,
Alcatel-Lucent Key Account Manager
A Germany Company, in Mail order business, with 2,400 employees (400 Agents)
Improve productivity and customer service, as well as to grow business throughout the country
60 years of Siemens telephony
Challenges
Alcatel-Lucent CC Standard Edition (400 Seats)
Alcatel-Lucent OmniPCX Enterprise Communications Server
Alcatel-Lucent OmniTouch 8400 My Instant Coms Suite
Alcatel-Lucent OmniTouch 8450 Fax Server (800 Users)
Solution
Benefits
Lower total cost of ownership
The solution provides employees with a single, fully integrated system that delivers a maximum of working flexibility
Now let’s quickly review a few contact center case studies.
First is Witt Weiden, a German mail order company with 2,400 employees – 400 of whom are considered contact center agents.
Witt was challenged to improve productivity and customer service while growing the business throughout the country.
Witt chose to abandon their long time relationship with Siemens as a telephony provider to switch to a full Alcatel-Lucent solution that included an OmniPCX Enterprise communications server, OmniTouch Standard Edition contact center and the OmniTouch 8400 Suite.
Witt realized that this provided an overall lower total cost of ownership and a single, fully integrated system to deliver maximum flexibility.

37. Case studies JAL UK & Ireland - Part of JAL Group (Japan AirLines)
“With the Visual CC, we now have full control of our solution. All features are embedded and controlled from one GUI, including self-service with the Visual IVR and our customer service operations teams don’t need to rely on technical experts to manage the solution.”
Mr. Warabe Tatekoji
System Solution Manager
JAL UK & Ireland - Part of JAL Group (Japan AirLines)
Challenges
Challenges
European Operations in 6 different languages
A high level of expertise from Customer Service
A Balanced high-quality service with operational efficiency
Solution
Solution
Genesys Compact Edition on OmniPCX Enterprise
Benefits
Benefits
Ease of use
Ability to having the control of solutions without dependence on technical teams to manage day-in day-out modifications.
Next lets look at JAL UK & Ireland, part of the Japan Airlines Group.
JAL was challenged to consolidate operations in six different languages with a level of customer service while balancing that high level of quality service and operational efficiency.
JAL chose Genesys Compact Edition, with it’s Visual CC management tool, on top of the OmniPCX Enterprise to provide an extremely easy to use system which did not rely on technical teams to manage day-to-day modifications.

38. Case studies European largest savings bank.
691
141
247
1,808
157
497 4
196 82 47
178
287
769 84
153 2 93 28 54
Basque Country
Cantabria
Asturias
Galicia
La Rioja
Castilla y
Community of
Madrid
Castilla -
la Mancha
Extremadura
Canary Is.
Aragon
Catalonia
Community
Of Valencia
Balearic Is.
Murcia
Ceuta
Navarra
Andalusia
Melilla
León
European largest savings bank.
Privately managed, social-financial institution.
Challenges
Improve customer interactions in branches
Reduce administration costs
Committed SLA 24/7
Solution
Centralized IP telephony phones, branches – MCS model
Integration with HPOV
Business Contact Application
Savings in 2008 :
Calls transformed from fixe-mobile to mobile-mobile: 16 million calls (36.5 M minutes)
On-net calls: 31 million calls (29 M minutes)
Reduced administration cost with centralization
Benefits
Now, let’s review “la Caixa”, Europe’s largest privately managed, socially financed savings bank.
They were challenged to improve customer interactions in the branches while reducing administration costs on the 24 by 7 operation.
La Caixa chose a centralized IP telephony installation with more than 22,000 phones across 4,700 branches, all centrally managed by HP OpenView and integrated with the customized “Business Contact” Application from Alcatel-Lucent Professional Services.
La Caixa benefited from a significant telecom savings by transferring a significant portion of their minutes to the on-network backbone and reducing PSTN bosts, while also reducing the adminstration costs by centralizing all administration activities.

39. Case studies
“The great thing about Genesys’ dynamic solution is that its self-service features … allow companies to improve customer service levels, drive operational efficiencies, and increase revenue.”
Gerry Cools
Sales Strategy & Development Manager
Principal supplier of integrated telecommunications services in Belgium with 1,800 agents
Challenges
Reduce incoming operator handled calls by 1 Million/year
Increase customer service & satisfaction
Enhance overall operational quality
Solution
Genesys CIM Platform
Genesys Outbound
Genesys Voice Platform
Genesys intelligent Customer Front Door
Customer Sat increased by 10%
Revenue gathering capacity increased by 3%
Number of operator handled calls reduced by 1.1M year on year
Benefits
Lastly, let’s review the belgacom case study.
Belgacom is a pricipal supplier of telecom services in Belgium with over 1,800 agents.
Belgacom needed to reduce incoming operator handled calls by more than 1 Million each year, while still increasing the already high level of customer service and satisfaction.
The full Genesys G8 suite was chosen for inbound, outbound and all contact center operations.
This solution allowed them to increase their customer satisfaction rating by 10%, a 3% increase in revenue from the contact center and exceed their reduction in operator handled calls for a total of 1.1 Million fewer handled calls.

40. 4. Conclusion
Finding more information
Key Take aways

41. Finding more information
Links for further information
By clicking on the links below, you will be able to get further information, such as products description, brochures, customer references.
Alcatel-Lucent Enterprise Website:
Alcatel-Lucent Business Portal:
Alcatel-Lucent Professional Services:
If you need assistance in selling Contact center solutions, please contact your local Alcatel-Lucent representative.
There are many more resources available to help you continue your journey on becoming knowledgeable and comfortable to discuss and sell the Alcatel-Lucent Enterprise Contact Center Solutions
This slide provides links and contact details should you require more information

42. Key Takeaways
Selling Business Value, understanding our customers’ strategy is key
Our solutions to support Customer services constitute a consistent portfolio leveraging the Alcatel-Lucent Enterprise Strengths: Conversation, Contextual communications, user centric Management, ICT integration and multiple deployment models.
Alcatel-Lucent market approaches:
“Simplicity is not synonymous of low features and no agility:
All-In-One CC Market, with Genesys Compact Edition
Voice Only Market, with OmniTouch CC Standard Edition
“Integrated point solution enables tailored Business tool”
A integrated point solution, with Genesys suite
“No Compromise between agility and efficiency”
An homogeneous solution, with OTCS
Here is a quick summary of the key messages from this program….
Alcatel-Lucent Enterprise Contact center Solutions are levers supporting the growth strategy of Businesses, so the selling model is based on the strategic alignment relevance of those solutions.
Alcatel-Lucent Enterprise Contact center solutions are fully part of the Alcatel-Lucent Enterprise strategy based on the conversation principles (multi-party, Multi-devices and contextual communications).
They participate to the holistic way Alcatel-Lucent Enterprise uniquely addresses the market as a global player
enabling Customers to anticipate any strategic changes, and preserving the investment…

43. twitter.com/ALUEnterprise
facebook.com/ALUEnterprise
youtube.com/user/AlcatelLucentCorp
We are now at the end of this training course; thank you for your attention.
If you have taken this course online, you can now access the certification test to check that you have understood and remembered the key aspects of Alcatel-Lucent Contact centers portfolio.
Remember that you can download a copy of the powerpoint slides of this course if you wish by clicking on the “file attachment” icon on the bottom right of the screen