click pentru a vedea toate pozele
Nortel Networks Integrated Self-Service Contact
Centre Solution offers powerful technologies designed to enhance business effectiveness and to offer superior, personalised seamless customer service, anywhere and anyway. In some Nortel Networks regions, solutions can be combined with professional services to create a customised solution that meets individual business needs.
The components in this solution include:
• Symposium Call Center Server and Symposium Express Call Center which ensure
callers are delivered to the best available service representative with the right skills the
first time and provide real-time and historical management tools
• Nortel Networks self-service applications (MPS 100, MPS 500 or MPS 1000) offer selfservice options using either touchtone or advanced speech
• Symposium CTI suite, which includes Symposium Agent, is used to maintain the complete context of a customer interaction as it moves between self-service and service
rep assistance. Symposium CTI capabilities are used to deliver specific information to
service representatives’ desktops, to interact with CRM and other business applications
and to customise contact routing and handling
Solution Value Proposition
• Allows agents to deliver faster, more personalised customer service. With the customer information readily available on the agent desktop, agents can more easily crosssell and up-sell to the existing customer base
• Provides a choice to the customer of selfservice or agent assisted, with the option to
switch between the two without losing transaction details
• Tightly integrated CTI interfaces that permit the sharing of information between the MPS platforms and Nortel Networks Meridian 1, Symposium Call Center Server and TAPI
Service Provider. Through these interfaces the IVR will pass information collected via an IVR session to the contact centre and conversely, the contact centre passing queue information to the IVR so that it can be communicated back to a caller through the IVR script
• Reduces the cost of recruiting, training and managing contact centre agents by moving routine transactions to an automated system Increases revenue by maximising the volume of transactions since many routine transactions can be offloaded to an automated system, businesses can greatly increase the volume of calls handled without
additional agents in the contact centre
• A scalable solution that can be easily networked on an as-needed basis to accommodate future growth
• Powerful, skill-based routing means that businesses can intelligently route callers based on their needs and to the agent that is best suited to fulfil the customers' needs
• Rich, flexible scripting language allows businesses to customise call routing
decisions and treatment based on their
business processes
• Provides managers with the decision-making
tools they need, from up-to-the-second, realtime
displays to comprehensive reporting
capabilities showing contact centre activity,
traffic fluctuations, agent performance and work characteristics