Alcatel-Lucent Enterprise Connect (ALE Connect) has launched a hybrid contact-centre-as-a-service-offering in partnership with AKIO.
ALE Connect enables customer services to optimise omnichannel interactions through voice and digital channels, including social media accounts.
ALE said it complements the Alcatel-Lucent OmniTouch Contact Center Standard Edition with a hybrid cloud architecture. “It is unique as it enables organisations to harness the power of the cloud while leveraging their communication equipment investments,” it claimed.
The offering promises an “optimised” routing engine, regardless of the channel used. It features an intuitive cross-channel in a single unified interface for the agent, and multi-tasking to manage different interactions simultaneously.
“Our installed base of over 350,000 agents demonstrates our continued interest in customer service,” said Nicolas Brunel, Executive Vice President of the Alcatel-Lucent Enterprise Communication Business Division. “This innovative CCaaS solution, developed with our partner AKIO, brings a real and tangible competitive advantage to our enterprise customers.
“Cloud-based ALE Connect offers a multi-channel customer engagement solution while enabling organisations to leverage their existing communication infrastructure through a unique hybrid approach,” Brunel added.
“ALE’s choice of AKIO is the result of a strategy initiated several years ago to offer a natively omnichannel customer experience,” said Patrick Giudicelli, Founder and CEO of AKIO. “Among the CCaaS software editors, AKIO was the first to integrate voice with digital channels, the first to introduce artificial intelligence, and the first to develop collaborative processing tools.”
ALE Connect is available in eight countries so far, including Austria, Belgium, France, Germany, Luxembourg, Monaco, Switzerland and the UK.
France-based AKIO’s Akio.cx platform is designed for call centres and customer service, and is said to have 15,000 users across 400 customers globally.
Last week, Alcatel-Lucent Enterprise launched a network-as-a-service offering to enterprises, that can be quickly scaled up in response to business demands. In March this year, RingCentral and Alcatel-Lucent joined forces to launch the UCaaS Rainbow Office platform in various European countries.
