Cloud communications and networking solutions firm Alcatel-Lucent Enterprise has announced the launch of a new cloud contact centre as a service (CCaaS) solution.
ALE Connect CCaaS specialises in enabling omnichannel interactions across channels such as voice, email, websites, Facebook Messenger and Twitter, complementing Alcatel-Lucent Enterprise’s OmniTouch Contact Center Standard Edition with hybrid cloud capabilities.
The offering features an optimised routing engine agnostic of channels, as well as a unified agent interface, multi-tasking capabilities and AI agent assistance.
“We are thrilled to announce the availability of ALE Connect. Our installed base of over 350,000 agents demonstrates our continued interest in Customer Service, a very important aspect of our Digital Age Communications solutions,” said Nicolas Brunel, EVP, Alcatel-Lucent Enterprise Communication Business Division.
“We are proud that this innovative hybrid CCaaS solution developed with our partner AKIO, brings a real and tangible competitive advantage to our enterprise customers. Cloud-based ALE Connect offers a state-of-the-art multichannel customer engagement solution while enabling organisations to leverage their existing communication infrastructure through a unique hybrid approach.”
ALE Connect CCaaS is powered by AKIO, which offers a contact centre software editor for the provision of omnichannel customer experience.
“Alcatel-Lucent Enterprise’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. This capacity to innovate has earned us the right to be cited as a reference player by Gartner and Frost&Sullivan. We are happy to put this proven technology at the service of Alcatel-Lucent Enterprise’s customers.”
Alacatel-Lucent Enterprise was among the companies mentioned in RingCentral’s Q2 financial results, issued earlier this year, having been one of the new partnerships signed by the cloud communications firm alongside Avaya, Verizon Business and Deutsche Telekom.
