OpenTouch Customer Service

OpenTouch Customer Service by Alcatel-Lucent

The Alcatel-Lucent OpenTouch Customer Service Suite (OTCS) is a complete yet modular contact center solution that unifies all communication media throughout the organization with real time KPIs. With OTCS, contact center managers can focus on key goals by monitoring, in real time, operations and business outcomes and take immediate actions to improve productivity and results. 


  • Provides unification and consistency throughout the organization
    • Unified management of all contact points, front and back office
    • Ensures the consistent application of business rules to improve quality and overall performance

  • Complete software solution
    • Single suite can “do it all”

  • Open platform lowers costs
    • Open solution based on standards allowing for rapid application development
    • Platform independent solution allows OTCS to add value without disrupting existing infrastructure

  • Business-focused for faster ROI
    • Combine operation and business performance management