LUCS The Contact Center Solution

LUCS

What is LUCS

LUCS (Lean Unified Customer Services) was developed with the vision to offer companies and organizations a contact center solution from a single source and fully integrate Skype for Business. Its modular design and configuration capabilities ensure that new organizational, operational and process specific demands can be met.

Due to its high scalability, LUCS is able to cover the contact center needs of companies of all sizes. LUCS provides targeted routing of all communication channels such as chat and web chat, voice, video, email, fax and social media. The native integration with Skype for Business guarantees that the existing Microsoft Unified Communications infrastructure can be optimally used and expanded.

What Does LUCS offer?

LUCS uses the extended Standard Skype for Business Client. This simplifies the agent operation and reduces training outlay.

Service calls are delivered directly to the agent in their Skype for Business client and processed there anonymously. IVR (Interactive Voice Response) and ICR (Interactive Conversation Response) functions ensure that the customers are being conveyed to the responsible processing groups. Should long waiting times occur, the IVR will offer the customer a choice; either leave a message or ask for a call back. This is a valuable tool for business and helps with customer satisfaction.

Presence State and Routing

The search for an available customer advisor initially takes place using the status of the SfB client. Following this, the distribution is conducted according to various qualifications. Common parameters may include; expertise (skills), languages and responsibilities for specific services. If no advisor is available within these parameters, the search will be extended to the secondary and finally to the tertiary area, after a specified period of time.

A memory function ensures, within a configurable time interval, that repeating callers or emails are being routed to the agent, with whom the customer was last in contact with.

The retarget functionality prevents direct calls from customers to agents and forwards them to a service. This option can be configured specifically for agents for multiple retarget types and sources.

Dashboards & Reporting

LUCS contains customizable web-based dashboards for agents and supervisors, as well as public wallboards. The widget based supervisor dashboard delivers real-time agent status and services as well as many more interaction and control options. Additionally, the entire Contact Center history, including Customer Journey and graphically processed service views, can be retrieved at any time. All information which is relevant for Reporting can be stored in a company-own data warehouse and, together with the provided standard reports, analyzed on the basis of Microsoft Excel or Microsoft PowerBI.

CRM Integration

LUCS can be connected to a CRM, ERP or ticket system. This enables the system to show customer specific information in the contact window of SfB clients when either the customer calls or makes contact via chat. The URL in each system may also be opened directly.

Website & Mobile Integration

When LUCS is used in conjunction with RTC Launcher, requests can be routed to and dealt with directly in the contact center via the website. In addition to chat, video and desktop sharing are also available.

RTC Launcher integration also enables the display of the availability of agents or services of the Contact Center on a website. Customers can use the agent’s presence status to decide when to make contact to avoid long waiting times.

The integration of LUCS functionalities in mobile apps and on websites allows the use of chat, audio and video in iOS and Android applications.

Recording

All conversations generated within LUCS can be recorded and archived using Verint Verba’s integrated Collaboration Compliance Recording solution.

Artificial Intelligence

With the use of Artificial Intelligence, standard queries can be answered in an automated manner whilst other customer request, which cannot be answered automatically, are being forwarded to qualified staff depending on the language and content of the request received. The respective employee is then given the actual content of the customer request.

and much more...

Michael

Our contact center application LUCS is natively integrated into Skype for Business and will be offered for Microsoft Teams in the future. As a one-stop solution, LUCS can be adapted to new requirements, scaled flexibly, and expanded for use across multiple industries and global organizations at any time.

Micha Kleinberger, Product Manager LUCS
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