Alcatel today announced that according to Gartner Group`s report," EMEA contact Center Infrastructure Magic Quadrant 2002*", the Alcatel OmniTouch contact center solution based on the Alcatel OmniPCX 4400 is positioned in the leader quadrant for the European, Middle East and African markets (EMEA).
Gartner evaluated each vendor on a number of criteria including corporate strategy, technical innovation, market message, services strategy, mind share and market share, product capabilities, financial capabilities and channel distribution.
The Alcatel OmniTouch offer is able to provide a complete communication solution for enterprises, including ACD (automatic call distribution), IVR (interactive voice response), and multimedia integration as well as CC Web and CC Mail based on technology from Genesys Telecommunications Laboratories, an Alcatel subsidiary also positioned in the leader quadrant of Gartner`s report. The Alcatel OmniTouch addresses customers wishing to evolve towards a multimedia IP contact Center and wishing to be compatible with and open to the main software packages of CRM suppliers. Customers benefit from scalability, reduced total cost of ownership and the openness of the solution. Additionally, Alcatel offers its business partners a fully dedicated professional services organization with audit, deployment and customization.
Jean Luc Fourniou, general manager of e-Business Networking Activities at Alcatel said: "Today, the Alcatel OmniTouch is used by more than 220,000 agents which makes it a market share leader in Europe. Alcatel OmniTouch provides a range of solutions for small and medium-sized companies to improve customer service and strengthen their return on investment. Thus, Gartner `s report confirms our offer is one of the most suitable for a long term investment . "
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Designed for the Alcatel OmniPCX 4400 Private Communication Exchange, the Alcatel OmniTouch Contact Center Suite offers comprehensive and packaged solutions with multi-media (voice, email, fax, Web, and chat) contact and a single management application. It is Alcatel`s premier solution for medium and large enterprises that want to deploy a pre-integrated contact center/IP-based PBX solution for implementation in a short time period with a low total cost of ownership.
Alcatel
Alcatel designs, develops and builds innovative and competitive communications networks, enabling carriers, service providers and enterprises to deliver any type of content, such as voice, data and multimedia, to any type of consumer, anywhere in the world. Relying on its leading and comprehensive products and solutions portfolio, stretching from end-to-end optical infrastructures, fixed and mobile networks to broadband access, Alcatel`s customers can focus on optimizing their service offerings and revenue streams. With sales of EURO 25 billion in 2001 and 99,000 employees, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: http://www.alcatel.com
* The Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. Gartner`s permission to print or reference its Magic Quadrant should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner`s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner-defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the Leaders segment. In some situations, firms in the Visionary, Challenger, or Niche Player segments may be the right match for an enterprise`s requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner expressly disclaims all warranties, express or implied of fitness of this research for a particular purpose.
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