COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED.

BUSINESS CONTACT STANDARD EDITIONTURN CUSTOMER CONTACT INTO A COMPETITIVE ADVANTAGE !

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.

WHAT YOUR CUSTOMERS EXPECT FROM SERVICES ORGANIZATIONS TODAY

Direct, personalized interactions with service providers

Accurate counseling

Availability anytime, anywhere

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THE VICIOUS CIRCLE OF INACCURATE CONTACT

Customer frustration and loyalty

loss

The employee taking the call

doesn’t have the right skills

Call is routed to an employee who doesn’t know the customer history

The expert who can answer the

question is not available

Call forwarded to Contact center directly

CONSEQUENCES:• 20% or even more of

customer calls are unsuccessful or interrupted

• All customer trace is lost

• Customer frustration• Lost customers• Transaction loss

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FINANCIAL CONSEQUENCES OF LOSING CUSTOMER CALLS

10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANK  GARTNER

How many customers are

you losing because of inaccurate contact ?

BUSINESS CONTACT STANDARD EDITION

IS AN INTELLIGENT AND PACKAGEDBUSINESS CALL ROUTING PLATFORM FOR BRANCH OFFICES, USING STANDARD TELEPHONY

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.

ENABLE BUSINESS GROWTH BUILD A LONG LASTING CUSTOMER RELATIONSHIP

Create an organization-wide direct touch strategy through intelligent routing:• Offer the right connection with the

requested profile• Have a unified welcome across all

branches• Eliminate lost customer callsWhile keeping the customer up-to-date with the call progress

DIRECT CONTACT WITH THE PREFERRED ADVISOR …

… OR THE NEXT BEST SUITED PERSON

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KEEP COSTS UNDER CONTROL LEVERAGE YOUR EXISTING PLATFORM

Packaged, ready-to-use solution, provides you with autonomy and cost control:• Simplified administration• Predictable costs• Centralized performance

measurement• Fits perfectly in your existing Alcatel-

Lucent IP architectures

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STAY REACTIVE TO CHANGETHROUGH A FLEXIBLE AND ADAPTABLE SOLUTION

Business Contact Standard Edition evolves with your business :

• Flexible :Simple yet powerful strategies are easily configurable to adjust to your business

• Adaptable :Customizable to meet new challenges and needs

BUSINESS CONTACT STANDARD EDITION ROUTING PRINCIPLE

Personaladvisor

busy

Contact center

Customer

Business card

Direct callAvailablespecialists

Voicemail

Route to one or offer the choice: (depending on profile)

Attendant

Predefinedemployees

Search for an available specialist (skills based)

Predefined employee

Final choice (e.g. attendant, Contact Center, Voice mailbox)

1

Customer calls his advisor

Branch office

2

3

2

3

1

Choose a similar

profile from :

If all profiles are busy …

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SUCCESS STORY: BUSINESS CONTACT

Decrease the lost incoming calls rates in branches Improve client satisfaction by eliminating general

telephony reception services and providing them with the best path and choices to reach the best advisor

Offer long absence information to calling customers and routing to the best next available advisor

Increase the number of client contacts

CHALLENGES

Alcatel-Lucent OmniPCX Enterprise Alcatel-Lucent Business Contact

PRODUCTS & SOLUTIONS

100% calls answered Managed more calls without increasing branch

resources Unify functionality, ergonomics and service levels in all

branches Track advisors’ customer-relationship telephony activity Centralize telephony management Leverage the existing numbering plan Fully integrate in the bank industrialization model and

channels

BUSINESS BENEFITS

Location: Europe Industry: Banking & finance

CUSTOMERS OVERVIEW

HELPS SEVERAL REGIONAL BANKS REDUCE LOST CUSTOMER CALLS

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.

FURTHER DOCUMENTATION, QUOTATIONS, CONTACTSFURTHER DOCUMENTATION: • Download the Business Contact documentation on the Business PortalREQUEST A QUOTATION FOR BUSINESS CONTACT STANDARD EDITION AT:• Alcatel-Lucent Professional Services professional.services@alcatel-lucent.com BUSINESS REQUESTS:• Contact your local Channel Sales Manager• Or your local Services Business Developer:CENTRAL & NORTHERN EUROPE

• Leader : Christophe Ameline• Germany: Bernard Hammerlindl• CCSE: Mikaël RouéEUROPE AND SOUTH• Leader: Claudio Iglesias• France: Yoann Le Guernic• Mediteranean Countries: Pasqualino Capitani

CENTRAL & LATIN AMRICA• Alexandre DauberNORTH AMERICA:• Rakesh BajaniaASIA PACIFIC • Cédric LogeaisMIDDLE EAST & AFRICA• Driss El Malki

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