Alcatel Lucent Contact Center Interactive Voice Response Easy Server

In a busy customer service center, agents juggle high call volumes while trying to provide fast, accurate answers. The Alcatel-Lucent Contact Center Interactive Voice Response Easy Server automates routine interactions, letting callers resolve issues themselves or be routed to the right agent immediately. This IVR system works with your existing Alcatel-Lucent OmniPCX Enterprise telephony infrastructure, adding intelligent self-service without a complete overhaul.

Key specifications

• Product type: Interactive Voice Response (IVR) system
• Deployment: On-premise or virtualized
• Scalability: Up to 500 concurrent ports (license-dependent)
• Voice technologies: Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
• Supported protocols: SIP, H.323, TDM (E1/T1)
• Management: Web-based GUI with drag-and-drop call flow editor
• Reporting: Real-time and historical analytics, custom reports
• Database connectivity: SQL Server, Oracle, ODBC
• Security: TLS encryption, authentication, role-based access
• OS support: Microsoft Windows Server 2008 R2 / 2012 R2
• Codecs: G.711 (a-law/μ-law), G.729

Why choose it

This IVR server reduces agent workload by handling common requests automatically, from balance inquiries to appointment scheduling. Its visual script editor lets you design call flows without deep programming skills, and integration with CRM and databases ensures callers get personalized service. High availability options keep your contact center running even during hardware failures.

Ideal use cases

• Customer support hotlines needing 24/7 self-service options
• Enterprises wanting to route calls intelligently based on caller input
• Organizations requiring multilingual voice prompts for diverse regions
• Outbound dialing campaigns for notifications or surveys

Good to know

Licensing is per concurrent port or server instance, allowing you to start small and scale. The system supports multiple languages and regional accents, and an API/SDK is available for custom integrations. Pair it with Alcatel-Lucent OmniPCX Enterprise for seamless telephony integration.