Nortel Symposion Call Centre Server (SCCS) offers a complete and powerful solution for dynamic contact centers, providing skill-based routing, comprehensive management and reporting tools to deliver fast, personalized service and increased productivity, using voice over IP (VOIP).
Key Points:
- kill-based routing, meaning that a business can intelligently route callers based on their needs to the agent that is best suited to fulfill those customers' needs.
- Adaptable call handling – a rich, flexible scripting language allows the business to
customize call routing decisions and treatment based on its business processes
- Graphical, real-time displays – real-time displays provide a snapshot of the contact
centre for management to view customized performance statistics
- Complete, customizable reports and call tracking
- Optimized for Internet, multimedia and CTI applications
- Connects agents and customers across wide geographical areas by extending the contact centre using advanced networking and voice over IP (VoIP)
- Supports up to 2,000 concurrent active agents (4,000 configured) on a single server
- Allows calls to be queued to 20 skillsets simultaneously
