Alcatel-Lucent Enterprise Partners with Amelia to Enhance Call Center Operations

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Alcatel-Lucent Enterprise will use Amelia’s Conversational AI solution to enhance call center efficiency and overall customer satisfaction.

Colombes, France / New York, USA, November 23, 2022 – 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.”

About Alcatel-Lucent Enterprise

Alcatel-Lucent Enterprise delivers the customised technology experiences enterprises need to make everything connect.

ALE provides digital-age networking, communications and cloud solutions with services tailored to ensure customers’ success, with flexible business models in the cloud, on premises, and hybrid. All solutions have built-in security and limited environmental impact. Over 100 years of innovation have made Alcatel-Lucent Enterprise a trusted advisor to more than a million customers all over the world. With headquarters in France and 3,400 business partners worldwide, Alcatel-Lucent Enterprise achieves an effective global reach with a local focus.

www.al-enterprise.com | LinkedIn | Twitter | Facebook | Instagram

Media Contact: [email protected]

About Amelia

Amelia is a leading Enterprise Conversational AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.

Media Contact:
[email protected]

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