Nortel Multimedia Customer Contact Centre Solution
- E-mail Manager with Click-to-Call
- Web Manager Communication
- Multimedia Manager
- E-mail management routes, tracks, and responds to electronic inquiries from the enterprise’s Web site.
·- Click-to-call initiates an immediate or pre-scheduled call-back from an agent by simply clicking a button on the Web site
- Text chat, a first cousin to Instant Messaging, enables customers and agents to conduct a live text-based dialog via the Internet. Bi-directional page push enables agents to send URLs, documentation, forms, or other information from a central file server directly to customers through a Web interface.
- Form sharing enables agents and customers to share, complete, or edit Web-based forms together in a secure, collaborative environment.
- Click-stream tracking tracks the customer’s path through your Web site and displays the last page the customer visited or a series of pages that chronicles the entire visit.
- Multimedia management combines e-mail, Web and phone transactions with call centre traffic for unified presentation to a skilled agent’s PC desktop.
- Keyword routing enables contact centres to route customer inquiries based on keywords.
