ALE and Akio accelerate cloud contact centre transformation

Alcatel-Lucent Enterprise, the global leader in business communications and collaboration solutions, and Akio, a French software company specializing in customer services and contact centres, announced a technology and business partnership to offer an innovative converged solution for multi-channel customer relationship management in the cloud.

The technology partnership consists of providing a hybrid cloud architecture, enabling the Alcatel-Lucent OmniPCX® Enterprise Communication Server to connect to Akio’s cloud-based services. This technology allows the integration of Alcatel-Lucent Enterprise patented call distribution capabilities (Alcatel-Lucent OmniTouch® Contact Center Standard Edition) and Akio’s multi-channel customer relationship services hosted in the cloud. With this solution, Alcatel-Lucent Enterprise customers will be able to offer a multi-channel service to their customers, extending the life of their existing voice call distribution systems.

The technology partnership also includes the integration of the Alcatel-Lucent RainbowTM Unified Communications as-a-Service (UCaaS) solution, also available in the cloud. Agents will be able to collaborate with each other and with experts using Rainbow’s services, including group instant messaging, file and screen sharing, audio and video conferencing and intelligent assistance. These features can increase response rates from the first interaction and lower operating costs.

Alcatel-Lucent Enterprise will market this offer from the second half of 2020 in France and Germany, and subsequently in other countries.

“The Alcatel-Lucent Enterprise mission is to support its customers in their digital transformation,” says Nicolas Brunel, EVP of the Communications Division at Alcatel-Lucent Enterprise. “We are proud to announce this new partnership with Akio. Our unique architecture that combines the robustness of communications systems with the possibilities of multi-channel customer service in the cloud, will enable our customers to increase loyalty and satisfaction, while preserving their investments. Integration with Rainbow’s UCaaS services opens up opportunities beyond the contact center, potentially allowing every employee in the company, wherever they are, to participate in the customer relationship.”

“With this partnership, our vision of an offering natively integrating all channels is now being fulfilled,” confirms Patrick Giudicelli, President of Akio. “After the success recorded in France with customers who testify every day to their satisfaction in our products, we are reaching a new level in our development thanks to Alcatel-Lucent Enterprise. We are proud to join the community of this major communication technologies player and contribute to enhancing the value of its action with customers.”

Over 350,000 agents in Europe today use the Alcatel-Lucent Enterprise contact centre solution based on the Alcatel-Lucent OmniPCX Enterprise Communication Server and its dedicated applications. This solution provides all organizations with tools for high-performance, including reliable and easy-to-implement customer relationship management over the telephone, thanks to a patented graphical representation of call distribution.

Akio has developed a native multi-channel application to drive all customer engagement channels (voice, email, instant messaging, social networks) from a web-based, collaborative and unified interface for the agent. Featuring innovative services such as Artificial Intelligence (AI) assistance, routing and intelligent distribution of interactions, Akio’s application is deployed in many organisations: Agrica, Arkea, Assurance Mutuelle des Motards, Axa Banque, Banque de France, BPI France, Bruneau, Cafat, CGSS, Cora, CPAM, Dyneff, Energie Mutuelle, Engie, Gerep, GMF, GrDF, Interflora, Kiabi, La Poste Mobile, MGEN, Michelin Travel Partner, MSD, OPT Nouvelle Calédonie, Photoweb, Sandoz, Sarenza, URSSAF, VM Magazines, etc.

About Akio

A member of Croissance Plus, Akio is one of the leading software publishers in Europe with more than 10,000 users worldwide. Its Akio.Cx platform is designed for call centres and customer service. It is the only native multi-channel software on the market, an asset recognized by Gartner as essential to improve customer satisfaction and knowledge. Distributed by the largest operators and a member of the BPI Excellence innovation network, the company has built its success on its four values: humility, benevolence, high standards and openness. These values make its CRM software a benchmark in terms of customer interaction and experience.

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