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Predicative Dialer: A Key Aspect of Alcatel-Lucent's new OpenTouch Solution

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March 25, 2013

Predicative Dialer: A Key Aspect of Alcatel-Lucent's new OpenTouch Solution

By Ashley Caputo, TMCnet Web Editor

The most important aspect for call centers is making sure that their customers are satisfied – seeing how their experience is the most vital part of having a successful business – which is why customer service solutions are so highly valuable to an organization.

In an effort to further enhance the customer experience, Alcatel-Lucent (News - Alert) has created a new edition of customer service solutions for organizations with the development of OpenTouch Customer Service. This solution is aimed to provide a simple, integrated platform that will provide all the materials for both past and future customer needs.

Alcatel-Lucent, a provider of contact center solutions, developed OpenTouch for the purpose of intertwining all of the new platforms that customers use to engage including voice, social media and chartrooms. All of these channels are addressed in order for organizations to properly cover all the angles of customer management, and thus, expand their brand management.

One of the key features to highlight from the OpenTouch is its unified dialer, which offers the utmost outbound campaign management, complete with preview, power and predictive models. It also helps call centers to achieve the ultimate customer service experience while eliminating the number of dropped calls. If you are a call center and still do not utilize these solutions, here are a few reasons why predictive dialer software will increase your efficiency levels while staying within budget.

By monitoring the call center volume and the time spent on each call, the software has the ability to adjust its dial rate to minimize the wait time agents spend between conversation and the hold time for callers. This type of software can operate by itself, as it has the ability to be time-zone sensitive and alternate number dialing so that businesses can increase agent productivity levels.

With the unified communication (UC) features, OpenTouch is able to manage all customer engagement through a unified process and ergonomic interface (another trend that has been developing). With unified routing, desktop and interaction features, agents have the ability to efficiently and easily access every channel to provide customers with answers or advice.

By utilizing all the tools such as UC and predictive dialers through one solution, organizations and their agents have increased chances of creating a satisfactory customer experience.

Edited by Allison Boccamazzo

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