List of Alcatel-Lucent OmniTouch Contact Center Customers
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Since 2010, our global team of researchers has been studying Alcatel-Lucent OmniTouch Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Alcatel-Lucent OmniTouch Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Alcatel-Lucent OmniTouch Contact Center for Call Center include: Wesleyan, a United Kingdom based Banking and Financial Services organisation with 1200 employees and revenues of $740.0 million, ICAEW, a United Kingdom based Professional Services organisation with 768 employees and revenues of $170.0 million, Acromas Insurance Company, a United Kingdom based Insurance organisation with 100 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Alcatel-Lucent OmniTouch Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Acromas Insurance Company | Insurance | 100 | $10M | United Kingdom | Alcatel-Lucent Enterprise | Alcatel-Lucent OmniTouch Contact Center | Call Center | 2015 | n/a | In 2015, Acromas Insurance Company implemented Alcatel-Lucent OmniTouch Contact Center to centralize inbound call handling. The Alcatel-Lucent OmniTouch Contact Center deployment targeted Contact Center operations, with a primary focus on managing call volumes and improving advisor routing in the company’s customer service function. Configuration and operational modules emphasized skill-based routing, queue management, and structured contact handling workflows, aligning advisor skill profiles to specific query types. Operational tooling noted in the environment included Avaya, Lucent and Q-Max alongside Alcatel-Lucent OmniTouch Contact Center, and standard productivity tools such as Microsoft Word, Excel and PowerPoint were used to support reporting and scheduling tasks. Governance and process adjustments focused on staffing calibration to match business requirements, advisor competency mapping to ensure regulatory adherence, and scheduling controls to maintain sufficient cover during peak volumes. The implementation therefore affected customer service and workforce management functions and was operated under centralized contact center procedures. | |
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ICAEW | Professional Services | 768 | $170M | United Kingdom | Alcatel-Lucent Enterprise | Alcatel-Lucent OmniTouch Contact Center | Call Center | 2009 | n/a | In 2009 ICAEW implemented the Alcatel-Lucent OmniTouch Contact Center as part of an Alcatel-Lucent Enterprise Unified Communications program to create a state of the art infrastructure for voice, video and data communications. The Alcatel-Lucent OmniTouch Contact Center deployment in Milton Keynes combined OmniTouch Premium Contact Centre capacity and the OmniPCX Enterprise Communications Server to address Contact Center and enterprise unified communications requirements across the institute. The implementation delivered unified communications modules including My Teamwork, My Messaging, My Phone, One Number and My Instant Communicator, with practical UC features such as hot desking and presence management. The contact center component was provisioned as an OmniTouch Premium Contact Centre with 80 seats, and the UC configuration was designed to support collaborative working and improved quality of service objectives cited by ICAEW leadership. Operational coverage included contact centre agents, remote staff and 140 home workers who were integrated into the UC platform to enable flexible working and support international growth and cost management ambitions. The business partner on the deal was Nextira One, and the rollout was recorded as a Q4 2009 deal win, reflecting a coordinated technical and commercial delivery model. Governance and business function impacts centered on collaborative working, service quality and system reliability, driven by IT and property services leadership. Reported outcomes from the deployment include annual savings of A330,000 per annum through the integration of home workers, and the use of My Teamwork and My Instant Communicator to create a more flexible working environment and help increase productivity. | |
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Wesleyan | Banking and Financial Services | 1200 | $740M | United Kingdom | Alcatel-Lucent Enterprise | Alcatel-Lucent OmniTouch Contact Center | Call Center | 2008 | n/a | In 2008, Wesleyan implemented Alcatel-Lucent OmniTouch Contact Center in a new Contact Center deployment for its General Insurance division. The project established a fully VOIP based call centre at Colmore Square, converting an empty shell office into an operational site within a three month timetable, and included migration of an entire business area to the new location. The delivery model placed a single project manager reporting to the Head of IT and Executive sponsors, with responsibility for the full voice and data architecture and the broader IT portfolio necessary for live operations. Telco provisioning, site readiness and supplier coordination were executed to meet the tight schedule. The Alcatel-Lucent OmniTouch Contact Center implementation covered core Contact Center functional capabilities such as automatic call distribution, skills based routing, agent desktop instrumentation and operational reporting, consistent with Contact Center category expectations. Configuration work included ACD tuning, queue management and routing rules, alongside operational reporting required by contact centre management. Concurrently Wesleyan implemented Openwave Workforce Management across its Contact Centres to improve staff rostering and forecasting, with the WFM integrated to the ACD to capture exact call volumes and inform schedule optimization. Operational integrations were coordinated with multiple suppliers and telco providers, and the project manager acted as the central point of contact between IT, networks, third parties and customer services management. The rollout scope covered the Customer Relationship Centre and General Insurance contact centre operations in Birmingham, with cutover planned to maintain uninterrupted customer service, enabling calls to be taken from 09:00 on the Monday following the weekend relocation. Early life support, issue tracking and documentation were provided as part of the handover to operational teams. Governance was executed through an executive-level project plan, regular daily and weekly action reviews, and formal issue and risk management processes reporting to the Head of IT. Both the Alcatel-Lucent OmniTouch Contact Center and the Openwave Workforce Management implementation were delivered on time and within budget, receiving positive executive and operational references and an endorsed operational go live immediately after relocation. |
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