Nortel Symposium Contact Center
Nortel's comprehensive Contact Center solutions create versatile, end-to-end customer contact centers that deliver complete, seamless customer experiences. Companies can start modestly with a single center or ambitiously with a global, multimedia center with thousands of representatives.
Contact Center - Express is a server-based software application that combines skill-based routing, call treatment flexibility, extensive management reporting and intuitive management tools to deliver a versatile and easily managed solution to departmental-level or smaller contact centers with up to 150 active agents. Contact Center - Express Release 4.2 is supported on the Meridian 1 and Succession 1000 platforms.
Key Features:
- Skill-based routing combines with call treatments configured to meet the needs of various customer segments, improving caller response and reducing handling time.
- Comprehensive management reporting tools offer real-time displays and historical reports reflecting contact center activity, agent performance, resource utilization and trends. The open database connectivity supports merging call data with other corporate data, thereby facilitating timely and informed operational decisions.
- Windows-based, point-and-click management interface makes it easy to configure caller treatments, agent skill sets and resources that are in sync with business requirements.
- Open interfaces provide integration with related applications, including reader boards, workforce management solutions, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR).
- Open architecture, flexible design and built-in scalability enable growth and adaptation to your company's evolving needs
Call Center Myths
Symposium Cantact Center
Symposium Featuers
Symposium Agents
Virtual Contact Center
Multimedia
Contact Center - Multimedia is a Microsoft Windows 2000 client/server multimedia contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center - Express applications. Contact Center - Multimedia is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communication Manager.
Control Toolkit
Communication Control Toolkit 5.0 is the new Nortel next-generation unified integration middleware platform for the Communication Server 1000 switch range and MPS 500 and MPS 1000 Self Service platforms.
The product provides a CTI middleware compatible to the Nortel platforms based upon the Microsoft .Net framework. It supports integrations for Microsoft Windows, Terminal Services and highly secure solution deployments
Manager Administration
Contact Center Manager Administration, a browser-based thin client, is compatible with Contact Center Manager Server Release 4.0 or higher. Contact Center Manager Administration uses Internet Explorer to connect to contact center management tools, reports and real-time displays.
Manager Server
Contact Center Manager Server (CCMS) offers a scalable solution for dynamic contact center environments requiring sophistication and differentiation in the care offered to their customers. CCMS provides skill-based routing; call treatment flexibility, real time displays, multimedia routing, and comprehensive management and reporting functionality - empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers. The rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real time conditions.
CCMS for Meridian 1/Succession 1000, supports both time-division multiplexing (TDM) and Voice-over-IP (VoIP) network infrastructures
Remote Agent Observe
Remote Agent Observe enables customers being served by an outsourcing servicing company to remotely observe the quality of service being provided to their customers without having any equipment at the remote location other than a DTMF-enabled telephone. Remote Agent Observe delivers a simple, cost-effective solution with powerful remote observe and supervision capabilities - simplifying quality assurance activities and enabling outsourcers to provide a flexible monitoring solution to their clients.
Integration (CTI) TAPI Service
Symposium TAPI Service Provider is the foundation for Nortel's Computer Telephony Integration (CTI) solutions for the Succession 1000 and Succession 1000M switches. It merges these telephony systems with applications to unify the business and enhance customer interactions.
Symposium TAPI can be used in knowledge worker environments providing CTI connectivity directly into the Succession 1000 and Succession 1000M switches, or it can be used in contact centers in combination with Symposium compatible products. Furthermore, Symposium TAPI Service Provider supports networked environments and Interactive Voice Response (IVR) systems.
