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.