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CUSTOMER FRUSTRATION
“I am not sure if the new Genesys version will work on the last
Alcatel-Lucent OmniPCX Enterprise version”
“I have a technical issue and escalating turns into a ping-pong
game between all vendors”
“I have a Genesys solution, but I'm not sure the CTI link/PBX are
optimized for it”
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delivers the best of full integration
CUSTOMER SATISFACTION
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CAPABILITIES
RSI CTI link
SIP connectivity: e.g., SIP GVP with Alcatel-Lucent
OmniPCX Enterprise
Leverage full range of Alcatel-Lucent OmniPCX Enterprise
phones (latest IP Touch, DECT via RSI agents)
Genesys controls internal Alcatel-Lucent OmniPCX Enterprise
v
oice prompts via RSI
Leverage internal voice activity detection with Genesys
outbound module
Alcatel-Lucent OmniPCX Enterprise spatial redundancy
Advanced rerouting mechanisms
Transparent back-up for agents with OmniTouch CC distribution
RSI synchro server: bi-directional and automatic synchronization
Converged roadmap: cross compatibility versions e.g., Alcatel-
Lucent OmniPCX Enterprise SIP gateway validated for Genesys
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“I benefit from cross compatibility between versions of Genesys
and Alcatel-Lucent”
“I have one stop vendor solution.
I benefit from converged technical support”
“The RSI: Routing Service Intelligence provides a superior level
of integration between Genesys software and the Alcatel-Lucent
OmniPCX Enterprise”
Key solution benefits
■ Superior level of integration
■ Lower TCA (total cost of acquisition)
■ Higher availability
■ Lower TCO (total cost of ownership):
- avoid human mistakes
- faster deployment
- optimized maintenance
■ Predictable outcomes
Alcatel-Lucent OmniGenesys
Contact Center, a winning alliance
for long-term customer satisfaction
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