While much of the attention on Alcatel-Lucent is focused on its latest LTE win - AT&T has just named it a key 4G technology supplier as it looks to catch up to Verizon, which is also leveraging Alcatel-Lucent's LTE expertise - the company's enterprise business is also growing.
Alcatel-Lucent has been a major driver of carrier network transformation worldwide as operators look to upgrade their networks to enable the very latest applications and services. But, the latest carrier network technology is required because consumers as well as businesses demand for innovation grows exponentially stronger.
Recognizing this, Alcatel-Lucent has also set its sights on enabling tighter integration of user- and customer-centric communications environments within businesses as part of its Dynamic Enterprise vision. And, when it comes to a focus on customer needs, contact centers are the cornerstone of any successful operation, for which Alcatel-Lucent provides its OmniTouch Contact Center edition, which enables the simple automation of incoming calls, increasing operational efficiency and raising customer satisfaction rates.
Alcatel-Lucent offers three versions of its contact center solution for the SMB market: Standard, Premium, and Office. The Standard edition is a voice-only product, embedded in the OmniPCS Enterprise Communications Server; the Premium version is a complete multi-channel IP contact center solution; and the Office edition targets the smaller end of the market, allowing businesses to increase their CRM capabilities with a solution that is scalable as their businesses grow.
While Alcatel-Lucent may not be the first brand that comes to mind in the contact center space, its experience in the IP Communications space has but a few equals, which will undoubtedly allow it to grow in the market.
Recognition by third-party analysts, like Frost & Sullivan will only serve to enhance its presence. In fact, Alcatel-Lucent has already made significant strides: Frost has named it the EMEA Inbound Contact Routing Systems Market Penetration Leader for 2009, signifying Alcatel-Lucent's growth in the market. Specifically, the award is given to the vendor that has gained the most market share in the past two to three years.
"Alcatel-Lucent understands that SMB environments must respond to the dynamics of today's businesses by providing ease of use, automatic agent license increases, and by enabling agents or enterprise users the ability to log into the contact center from any phone, either on or off the enterprise campus," noted Frost & Sullivan Research Analyst Joe Outlaw.
