THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION

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1 DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing and growing your company. Alcatel Contact Centers ensure every customer receives the service levels they expect. Put the contact center at the heart of your customer care activity. Whatever the size of your company, business sector or organizational structure, Alcatel solutions empowers you to serve your customers better, whilst maintaining the right balance between investment, day to day operational costs and profitability. Retain and develop existing accounts and accelerate customer business growth with Alcatel. > Customer diagnosis Listen to what consumers say 80% say that customer service agents were a decisive influence on their opinion of a company. 85% say they would rather purchase products or services from another company after a negative experience with a contact center. However, 76% would continue to use a product or service following a positive contact with customer service.

2 ENG - 09/ Alcatel Business Systems 32, avenue Kléber Colombes - France - RCS Paris B This document does not constitute a contract. The functions mentioned are country-specific and availabililty depends on the public network to which systems are connected. Alcatel reserves the right to modify characteristics features without prior notice. All trademarks are the property of their respective companies. Copyright : Goodshoot - Zefa - GettyImages. Printed in EEC on chlorine-free paper.

3 ALCATEL CONTACT CENTER SOLUTIONS Your partner for growth

4 A BUSINESS SOLUTION GIVING YOU CUSTOMER FOCUS MEETING EVERY NEED Alcatel Contact Center solutions allow you to achieve the right balance between the customer, the customer service agent and senior management requirements. Each individual s needs and expectations need to be understood and fulfilled. > Customers need fast, efficient & personal service Whether your customers need information, access to an automated service or personalised treatment, they never wait more than 30 seconds for their call to be processed. Your customers will receive a fast answer, right first time! > Well Informed and motivated Customer Service agents deliver premium level customer service Your customer service agents are the face of your company. Provision of the right tools at the customer service agents desktop ensures they have all the information needed to give a rapid quality response and help build individual skills: intuitive work station user interfaces, information available in real time, personalised statistics for agent performance. > Senior management demand the best possible return on investment Alcatel Contact Center solutions focus on fast deployment to keep integration and configuration costs down, whilst ensuring lower day to day operational costs. This allows the company to achieve faster improvements in Customer Service and overall profitability. > Alcatel Contact Center Solutions for any business: Leader in the CTI market. More than 1 Million Alcatel/Genesys agents throughout the world. From 5 agents to thousands of agents in any location.

5 FLEXIBILITY ADAPTS TO YOUR CUSTOMER STRATEGY Whether you need to simply improve the routing of telephone calls to handle those peak hours of the day or implement a full CRM (Customer Relationship Management) multimedia solution to offer premium personalised customer service, Alcatel provides a portfolio that provide a wealth of functionality, and can adapt to changes in your company s changing needs. A MODULAR OPEN SOLUTION > ACD - Rapid response Providing the right information as quickly as possible means connecting the customer to the right person with the right answer, its as simple as that. ACD (Automatic Call Distribution) ensures that calls can be characterised to route them to specific people in a defined timeframe. Since calls are handled more efficiently, this frees up valuable agent time to improve customer service or increase sales revenue for the company. A patented intuitive matrix based routing engine provides the power to route calls with total flexibility whilst minimizing training time for contact center management and supervisors. The matrix supports: optimised routing model for calls, simple administration and configuration, supervision and reporting of contact center performance. > CTI - Immediate resolution Ensure customers receive a personalized and qualified response the first time they call. All the information needed to deal with the customer enquiry is displayed on the agent's screen when the call arrives. No unnecessary call transfers to other people in the company and no annoying repetition for the customer. Overall agent efficiency is improved and customers receive better service: the caller is identified immediately, transfer of customer data is synchronized with the call. > The Multimedia - Personalized service Alcatel Contact Centers support multimedia contact through phone, , web, fax to give customers the freedom to choose their preferred method of communication. The company can then contact the customer through his/her chosen method of communication, resulting in better relationship development and customer retention. Sophisticated routing functions (voice and multimedia) give agents real time access to: the complete customer interaction history, customer data, the company's e-business solutions. > Operational excellence: Alcatel has focused on today s business challenges to help companies provide high levels of customer support whilst maintaining a firm control on costs. Agents are no longer constrained to work in one location to be part of the contact center operation. Companies can benefit from skilled resources whether in the main HQ, in a remote office or even at home. New technologies such as IP Telephony allow organisations to connect remote sites and people, providing fully integrated voice and applications to every desktop ensuring that customers can be routed to the best person to answer their call, regardless of where they are located. To the customer it s a seamless service. Operational excellence is achieved through: centralized management of technical resources, centralized management /forecasting tools to optimise use of Human Resources, ability to use specific skilled resources in the company regardless of location. ENHANCING CUSTOMER INTERACTION FROM SIMPLE VOICE CALLS TO OPTIMISED OPERATIONS Customer expectations Agent expectations Management perspectives Service provided Technology deployed 1 Rapid response Improve productivity Savings Call distribution ACD 2 Immediate resolution Develop efficiency Operational efficiency Voice and data transfer CTI 3 Personalized service Increase customer satisfaction Increase in profit Segmentation and multi-channel management Multimedia 4 Operational excellence Minimize low added value actions Balance cost / service provided Resource optimization, virtualization of the service IP Contact Center, Workforce Management

6 PERFECTLY INTEGRATED GET FASTER RETURN ON YOUR INVESTMENT ALCATEL ADAPTS TO YOUR NEEDS TO HELP YOU MAXIMISE BUSINESS OPPORTUNITIES Not only do Alcatel Contact Centers offer you the most flexible way to manage your customers, your initial installation and integration costs will be lower thanks to the complete integration of the software suite and telephony platform. Single point management also helps reduce on-going day to day operational and maintenance costs. Alcatel solutions simply help you win more business and provide the care and attention your customers deserve. Rely on Alcatel OmniPCX Enterprise, a market leader in IP telephony, and Alcatel Contact Center solutions to support your company each day, with the peace of mind of full system architecture resilience to keep your business running without disruption. > Rely on Alcatel to help you capture new business in new markets. Alcatel is number one in the IP-PBX market sector in Europe. Alcatel is also present in 130 countries worldwide, and today has a customer base of over 500,000 enterprises. > Backed by the global coverage of the Alcatel Business Partner network. Our accredited and experienced partners offer you a complete portfolio of personalized services, from audit and design to implementation and project management. Full maintenance programs are also offered, along with managed services with selected partners. Every Alcatel Business Partner worldwide meets all the requirements of the Business Partner Program.