Alcatel-Lucent has reportedly been selected by China Eastern Airlines (CE), one of the largest airlines in China, to transform its IP contact center platform.

Thanks to the pact, CE with the help of Alcatel-Lucent’s (News - Alert) e-business IP-based solution will be able to enhance customer satisfaction and communications by improving work efficiency and internal process management.

The contract was secured through Alcatel-Lucent Shanghai Bell, Alcatel-Lucent’s Chinese flagship company.

In a press release, Alcatel-Lucent officials said the company will provide its OmniGenesys Contact Center to help CE upgrade its existing contact center system to an IP e-Business platform. The ”one number and one system” solution will enable online booking by over 600 agents, telemarketing, and customer service through multi-media channels like phone call, email and SMS.

Company officials said that Alcatel-Lucent will also ensure the integration between its OmniPCX Enterprise Communication Server IP platform and its OmniGenesys interactions applications, which offer inbound and outbound dynamic routing to more efficiently engage and satisfy customers’ expectations.

The whole solution, from the network to the application layer, will be monitored and managed using the Alcatel-Lucent VitalSuite Performance Management Software.

“Through the transformation of CE’s communications platform, we will help them interconnect networks, people, processes and knowledge,” said Olivia Qiu, president of Alcatel-Lucent Shanghai Bell and Alcatel-Lucent in East Asia, in the release.

Qiu said the company is determined to improve the platform’s performance and productivity while supporting a richer user experience.

TMCnet in October reported that Alcatel-Lucent reportedly has signed a multi-million Euro frame contract with Saudi Telecom, a telecommunications operator in Saudi Arabia, to expand, extend and upgrade its existing broadband network to serve an additional two million residential and enterprise customers by the end of 2010.

Due to the contract, underserved customers in Saudi Arabia will now be able to enjoy triple play services such as IPTV (News - Alert) and converged communications.