Lucent Internet-enables call centres

Lucent Internet-enables call centres

What do you get when you have a product that brings together two hot markets like call centres and the Internet? A great reseller opportunity, according to Carl Borchardt, call centre offer manager for Lucent, Asia-Pacific.

Last week, Lucent announced its CentreVu Internet Solutions for multimedia call centres. While most call centres today are designed to handle incoming telephone calls, they are not equipped to deal with electronic correspondence like e-mail and the Internet, Borchardt said.

"Suprisingly few Internet users will take a transaction right through to the end, because they will get to the point where they want to ask a question or talk to someone," he said.

"This product allows that customer to click a button on the site and they can then e-mail a request, conduct a text chat or even talk live to a call centre operator."

The software sits on the call centre server and routes messages to agents as part of the call centre's general operation. At present it operates only with Lucent's Definity PABX and call centre software, but Lucent is working towards enabling the software to work on other platforms.

While the market is in its formative stage - Borchardt believes there would be less than a dozen multimedia enabled call centres in Australia - it certainly represents a significant future opportunity. Key markets are the finance industry, outsourcing industry, transport and high-tech retail, he said.

Lucent is looking to traditional voice resellers, system and network integrators and developers to take the product to customers.

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