The success story continues in Europe for ALE Connect powered by AKIO with our partner Alcatel-Lucent Enterprise (ALE). Cosmotel IT, ALE distributor in Germany, deploys ALE Connect in omnichannel in the call center of DRK Düsseldorf, the German Red Cross.
DRK Düsseldorf (Deutsche Rote Kreuz), the Düsseldorf Red Cross, is one of the national societies of the International Red Cross and Red Crescent Movement. The largest humanitarian network in the world, the International Red Cross and Red Crescent Movement works to prevent and alleviate human suffering in all circumstances.
At the end of 2023, the organisation has equipped its contact centre with a hybrid omnichannel CCaaS (Call Center as a Service) solution. It called on Cosmotel IT to deploy ALE Connect in addition to the PBX (Private Branch Exchange, telephony system) in place (OXE – OmniPCX Enterprise from Alcatel Lucent Enterprise).
About the project
As part of its digital transformation, the Düsseldorf Red Cross is digitalising its contact center, a crucial step in modernising its interactions with the public.
This ambitious project aims to optimise communications management by integrating an omnichannel approach, enabling greater responsiveness and efficiency in handling requests. The introduction of ALE Connect, an innovative cloud-based solution, marks a decisive turning point in this development, offering new ways of improving service quality while adapting to today’s communication methods. By delivering a single application interface from the cloud that enables agents to process all types of request more efficiently, ALE Connect enables:
– to extend the processing possibilities of the Düsseldorf Red Cross contact center to digital channels (e-mail, chat, social networks, etc.), with seamless integration of these modern communication channels to ensure continuity of existing services and by taking advantage of the telephone infrastructure already in place, thus ensuring a smooth and cost-effective transition,
– to improve the quality of the customer experience by enabling each agent to access the history of the relationship in real time, and to display the content of previous interactions in real time, even when they have been processed via another channel or by another agent, thus avoiding the need for the customer to provide information that is already in the system,
– to optimise agent productivity by providing them with tools including a database of standard responses and real-time Artificial Intelligence assistance. This combination enables faster, more accurate responses, while reducing the time taken to process each request.
About ALE Connect
Alcatel-Lucent Enterprise, a long-standing player in the telecommunications sector, has set itself the mission of connecting all equipment through Digital Age Networking, communication and cloud solutions, with adapted services, in order to guarantee the success of businesses. In the cloud. On-premise. Hybrid.
Alcatel-Lucent Enterprise (ALE) has launched ALE Connect, an innovative hybrid CCaaS (Contact Center as a Service) solution, in partnership with AKIO. This new offering enhances ALE’s Digital Age Communications range and complements the Alcatel-Lucent OmniTouch® Contact Center Standard Edition.
ALE Connect enables companies to:
- Optimise omnichannel interactions (telephone, e-mail, chat, social media)
- Harness the power of the cloud while protecting existing communications equipment investments
- Benefit from a hybrid cloud architecture unique on the market
Key features of ALE Connect:
– Optimised distribution and processing of customer requests, across all channels
– Unified agent interface with intuitive cross-channel rebound
– Multitasking mode to manage multiple interactions simultaneously
– AI-based assistance for faster, more accurate responses
This solution is part of ALE’s Digital Age Communications (DAC) strategy, which is based on three pillars: the digital workspace, communications as a catalyst for business agility, and flexible cloud solutions and architectures.
ALE Connect is currently available in eight European countries: Austria, Belgium, France, Germany, Luxembourg, Monaco, Switzerland and the UK.