Name: OmniTouch Contact Center Standard Edition
Rating: 5 (2 reviews)
Author: Alcatel-Lucent Enterprise

Help Desk

Web and Video Conferencing

Customer Support

Bug  Tracking

Help Authoring

Mind Mapping

Development

Business Intelligence (BI)

Collaboration

Corporate Social Responsibility (CSR)

Environmental Health and Safety (EHS)

IP PBX

Manufacturing Execution

Enterprise

Accounting

Expense Management

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Referral

HR Management

Payroll

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Delivery Controllers (ADC)

Cloud Storage

Code Review

Data Catalog

Data Fabric

Data Recovery Service

Data Virtualization

Fraud Detection

IT Infrastructure Monitoring

Integration Platform as a Service (iPaaS)

Interoperability

Network Performance Monitoring

Observability

Relational Databases

Server Management

Software-Defined WAN

Storage Area Network

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Click Fraud

Contact Management

Content Management

Customer Experience Management

Digital Asset Management

Direct Mail Automation

Email Marketing

Local Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Virtual Event

Web Analytics

Website Builder

Marketing

Project Management

Wireframing

Professional Services

Customer Relationship Management (CRM)

Sales Coaching

Sales Intelligence

Sales

GDPR Compliance

Security

ID Card

Insurance Policy Administration Systems

Insurance Underwriting and Rating

Last Mile Delivery

Library Management

Pharmacy

Plagiarism Checker

Smart Cities

Telemedicine

Vertical-Specific

large

Mattersight Behavioral Analytics, alternately known as Nexidia Analytics after Mattersight's acquisitions by NICE Systems, was a tool used to identity behavioral trends occurring in customer service, and help organizations to identify coaching opportunities. The product is no longer available for sale.

Mattersight Behavioral Analytics (discontinued)

Call Center Workforce Optimization

Mattersight Mattersight Behavioral Analytics Mattersight Behavioral Analytics (discontinued) Nexidia Nexidia Analytics

Discontinued Products

Top Rated 2023

medium

small

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.

Digital Agent

Voice Agent

Omnichannel Agent

Essential Suite

Core Suite

Complete Suite

NICE CXone

Contact Center

Contact Center Software

Workforce Optimization (WFO)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Automatic speech recognition (ASR)

Natural language processing for IVR

Communications forecasting

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Intelligent call routing

Chatbots

AI assistance for live agents

InContact Cloud Contact Center NICE CXone

NICE Systems

Genesys Cloud CX

Likelihood to Recommend

Likelihood to Renew

Availability

Performance

Usability

Support Rating

Online Training

In-Person Training

Implementation Rating

Configurability

Product Scalability

Ease of integration

Vendor pre-sale

Vendor post-sale

Contract Terms and Pricing Model

Genesys

Talkdesk

Genesys Multicloud CX (discontinued)

8x8 Contact Center

8x8, Inc.

Genesys PureConnect (discontinued)

Avaya Experience Platform

Avaya

Cisco Unified Contact Center

Cisco

Five9

Tech Cares 2022

Tech Cares 2023

Alcatel-Lucent presents the OmniTouch Contact Center Standard Edition as a scalable and reliable contact center solution for up to 7,000 agents, and 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.

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

CX Cloud Essentials

CX Cloud Elevate

CX Cloud Elite

Industry Experience Clouds

OmniTouch Contact Center Standard Edition

Contact center software allows companies to manage inbound and outbound communications channels at scale.

The long-trusted partner of service providers, enterprises and governments around the world, Alcatel-Lucent is a leading innovator in the field of networking and communications technology, products and services. The company is home to Bell Labs, one of the world's foremost R&amp;D organizations, responsible for breakthroughs that have shaped the networking and communications industry. Alcatel-Lucent is committed to making communications more sustainable, more affordable and more accessible as we pursue our mission - Realizing the Potential of a Connected World.

With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach. The Company achieved revenues of Euro 15.3 billion in 2011 and is incorporated in France and headquartered in Paris.

Alcatel-Lucent Enterprise

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Enables agents to track and view their individual and team performance.

Authenticates inbound callers with a customer ID.

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Forwarding of calls to the appropriate agents.

Allows current agent to speak with new agent before call is transferred.

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Providing agents with a predefined conversation script.

Enables agents and managers to see the origin of the call.

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Ability to offer conversational chatbots in the IVR.

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Tools that allow managers or team leaders to evaluate and track agent performance.

Operating Systems	Unspecified
Mobile Application	No

OmniTouch

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Alternatives Pricing

NICE CXone

What is NICE CXone?

Talkdesk

What is Talkdesk?

Product Details

What is OmniTouch?

OmniTouch Technical Details

Comparisons

Compare with

Mattersight Behavioral Analytics (discontinued)

NICE CXone

Genesys Cloud CX

Talkdesk

Genesys Multicloud CX (discontinued)

8x8 Contact Center

Genesys PureConnect (discontinued)

Avaya Experience Platform

Cisco Unified Contact Center

Five9

Reviews