Alcatel-Lucent adds OpenTouch cloud services, new customer service suite

Still catching up on announcements made at Enterprise Connect held earlier this month in Orlando, Fla., today we highlight two recent Alcatel-Lucent announcements. The company unveiled new cloud-based communications services addressing both the larger enterprise and the small business market with the OpenTouch Suite for Cloud providing three segmented solutions: the Enterprise Cloud, the Office Cloud and the Personal Cloud. Alcatel-Lucent also introduced a new OpenTouch Customer Service solution that leverages a technology relationship between Alcatel-Lucent and Altitude Software.

The first services from the OpenTouch Suite include the OpenTouch Enterprise Cloud Solution, offering service providers, system integrators and channels unified communication as a service (UCaaS.) The OpenTouch Enterprise Cloud solution combines OpenTouch with Alcatel-Lucent's OmniPCX Enterprise, delivering telephony, video, instant messaging, presence, conferencing and Web collaboration from the cloud. As a software suite, it's hardware agnostic and fully virtualized so it can be deployed in the cloud or as an overlay to an existing CPE-based telephony infrastructure.

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Commenting in a statement, Michel Emelianoff, president, Alcatel-Lucent Enterprise, said, "Introducing the OpenTouch Enterprise Cloud solution opens new opportunities for enterprises and our partners to embrace UCaaS no matter the size of their business." He added, "Today's announcement is only the beginning of our efforts to bring the enterprise closer to the cloud. Alcatel-Lucent Enterprise is committed to delivering solutions that enable cloud services for the enterprise from a variety of approaches, be it business driven or user driven."

In a second announcement, Alcatel-Lucent revealed its OpenTouch Customer Service platform to help businesses manage multi-channel customer interactions. Key features include:

  • Unified interaction management, unified routing and unified desktop solutions
  • A management portal for contact center management, operation and administration
  • Unified Dialer for outbound campaign management
  • Integration with all business critical tools like CRM, ERP, recording and speech recognition capabilities

Alcatel-Lucent partnered with Altitude Software to bring OpenTouch Customer Service to market. Commenting in a statement on the new developments, Sheila McGee-Smith, principal, McGee-Smith Analytics, said, "The OpenTouch Customer Service solution brings the best of both worlds: an innovative customer service offer with all of the capabilities required by today's business, including social and mobile integration, as well as sophisticated traditional capabilities, including predictive dialing. After a rigorous evaluation, Alcatel-Lucent Enterprise has made an excellent choice in partnering with Altitude Software for its new multi-channel customer service solution."

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