Alcatel-Lucent OmniTouch Contact Center and Alcatel-Lucent OpenTouch Customer Service are competing products in customer service and contact center solutions. Alcatel-Lucent OpenTouch Customer Service appears to have the upper hand due to its advanced features, despite OmniTouch's higher support satisfaction and lower pricing.
Features: Alcatel-Lucent OmniTouch Contact Center offers comprehensive contact management, robust reporting tools, and straightforward integration into existing systems. Alcatel-Lucent OpenTouch Customer Service provides advanced integration capabilities, proactive customer interaction features, and a wide range of business integration options.
Ease of Deployment and Customer Service: Alcatel-Lucent OmniTouch Contact Center has a straightforward deployment model with strong documentation, making integration relatively easy. Alcatel-Lucent OpenTouch Customer Service may require a more complex setup due to its extensive features, although it offers extensive customer service support.
Pricing and ROI: Alcatel-Lucent OmniTouch Contact Center generally has a lower initial setup cost with fast ROI, making it appealing to budget-conscious buyers. Alcatel-Lucent OpenTouch Customer Service demands a higher initial investment but promises greater potential returns through its comprehensive feature suite, justifying its higher upfront cost in the long term.
| 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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