Alcatel-Lucent Enterprise, a leading provider of network, communications and cloud solutions tailored to customers’ industries, and Amelia, the leading Enterprise Conversational AI software company, have partnered to improve call center customer experiences and operational procedures for customers.
Alcatel-Lucent Enterprise wanted to leverage Conversational AI to enhance its call center solutions offering and was drawn to Amelia’s market-leading features, including the platform’s extensive integrations, no- and low-code abilities, omnichannel applicability, vertical expertise and back-end process automation capabilities. In partnership with Amelia, Alcatel-Lucent Enterprise now offers its clients a complete and modern private telephony and call center telephony management system, enabled by Conversational AI.
When customers reach a call center powered by this joint solution, calls are routed to Amelia, the intelligent call center agent, who is available 24/7 to provide support in multiple languages and resolve numerous requests end-to-end without escalating to human agents. Amelia’s natural language and automation capabilities enable requests to be effectively resolved, either by connecting to back-end systems or by escalating to the appropriate human agent through integration with Alcatel-Lucent Enterprise’s OmniPCX Enterprise™ solution.
This partnership between Alcatel-Lucent Enterprise and Amelia drives tremendous value for today’s businesses. By deploying the new solution, companies can provide their customers with immediate end-to-end resolutions and seamless call routing, which enhances operational efficiency, increases overall customer satisfaction and empowers employees to focus on higher-value and more complex tasks.
Chetan Dube, CEO of Amelia, said: “Across all industries, the call center plays a fundamental role as the gateway to entire organizations. As the first point-of-contact and the resource for call routing, this business unit must not solely excel at customer service or efficiency — it must excel at both. Alcatel-Lucent Enterprise is on a mission to meet this challenge for today’s call centers, and we are thrilled they have chosen us as their partner on this quest. We are excited to work together to improve operations and enhance overall customer satisfaction for Alcatel-Lucent Enterprise’s clients.”