Alcatel-Lucent OmniTouch Contact Center and Alcatel-Lucent OpenTouch Customer Service both compete in the customer interaction solutions category. OpenTouch is often seen as having the upper hand due to its comprehensive features and adaptability.
Features: OmniTouch Contact Center includes advanced call routing, workforce management, and reporting capabilities. OpenTouch Customer Service supports a wide array of communication channels including video conferencing, providing flexibility and richer customer interactions. Its diverse feature set better addresses varied communication needs.
Ease of Deployment and Customer Service: OmniTouch assures a straightforward on-premise deployment, known for its reliability. OpenTouch offers cloud-based and hybrid models, granting an advantage in adaptability and scalability. OmniTouch's customer service is robust, while OpenTouch supports easier updates and integration due to its flexibility.
Pricing and ROI: OmniTouch Contact Center appeals to cost-sensitive organizations with its lower initial setup cost, promising a clear ROI via effective management tools. OpenTouch may demand higher setup costs but delivers a better ROI with its scalable solutions and enhanced interaction capabilities, justifying its value for businesses that focus on long-term growth.
| Product | Market Share (%) |
|---|---|
| Alcatel-Lucent OmniTouch Contact Center | 1.4% |
| Alcatel-Lucent OpenTouch Customer Service | 1.2% |
| Other | 97.4% |
A scalable and reliable contact center solution for up to 7,000 agents. The ideal solution for companies with contact centers that are mainly driven by inbound voice interactions, the Alcatel-Lucent OmniTouch Contact Center (CC) addresses installations of all types and sizes, from small to large capacities.
A comprehensive, modular application for multimedia contact center management.
An multimedia contact center solution that handles agent-based and self-service multimedia interactions, OpenTouch Customer Service (CS) helps you simplify the workflow between customers, the contact center and the rest of the organization.
The OpenTouch CS suite enables unified management of all customer-related activities in the front and back office. For maximum business value, the OTCS suite ensures that business rules, monitoring and automation are always consistently applied for voice, digital and social media interactions.
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