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Nortel Symposium Call Center Server
Overview
Symposium Call Center Server (SCCS) offers a complete and powerful solution for dynamic contact centres, providing skill-based routing, comprehensive management and reporting tools to deliver fast, personalised service and increased productivity. Symposium Call Center Server enables an organisation to leverage its contact centre investment by using voice over IP (VoIP). Regardless of the business environment – single site or geographically dispersed – Nortel Networks IP contact centre solutions
simplify management and administration and extend contact centre capabilities to agents anywhere – in branch offices or at home. Symposium Call Center Server supports Meridian 1, Succession 1000,DMS Centrex and SL-100 environments.
Typical Applications
• Call routing and treatments based on assessing numerous traffic, skill set and real–time factors such as current call volumes, logged agent count, age of call, average speed of answer, time of day, day of week and/or holidays
• Call routing decisions based on individual customer information stored in a host computer
• Advanced real–time and historical reporting, including detailed "call–by–call" reporting
• Symposium Call Center Server benefits any organisation striving to build a winning
customer contact strategy. It is a solid foundation for evolving multimedia contact
centre requirements, enabling businesses to be flexible in meeting their customers’ ever
changing service needs, creating customer loyalty while retaining agent talent, reducing
overall costs to improve profit
Key Points
• Powerful, skill-based routing – skill-based routing means that a business can intelligently route callers based on their needs to the agent that is best suited to fulfil those customers' needs. Priority routing for preferred customers ensures that valued customers are given VIP treatment
• Seamless networking environment – networking provides an efficient, streamlined solution for centrally managing multiple contact centres in a Meridian 1 or Succession 1000 environment
• Adaptable call handling – a rich, flexible scripting language allows the business to
customise 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 customised performance statistics for increased responsiveness to changing conditions
• Complete, customisable reports and call tracking – with more than 70 standard reports and the ability to customise historical reports, Symposium Call Center Server offers a comprehensive management tool to explore valuable data for making business decisions Industry-standard platform – based on client/server architecture, Symposium Call Center Server is designed on an industry standard platform to enable real-time data,
host data exchange and other advanced call handling features
• Optimised for Internet, multimedia and CTI applications – Symposium Call Center Server can be integrated with multimedia transaction handling, CTI and other advanced
Web enabled functionality Features and Benefits
• Routes calls quickly to the agents best equipped to answer them, increasing customer loyalty
• Builds profitable customer relationships by personalising service with superior flexibility
• Improves agents' effectiveness and productivity – helping to increase employee
satisfaction and retention
• Provides managers with the decision–making tools they need, from up–to–the–second, real–time displays to comprehensive reporting capabilities showing contact centre activity, traffic fluctuations, agent performance and work characteristics
• Speeds up answering, extends hours of service and connects agents and customers across wide geographical areas by extending the contact centre using advanced networking and voice over IP (VoIP)
• Grows and adapts to a company's evolving needs, employing open architecture, flexible design and built–in scalability to protect the contact centre investment
• Supports multifaceted call routing and treatment decisions based on combinations of dynamic conditions using a rich scripting language
• Enables virtual or networked contact centres with centralised administration, management and reporting delivering increased business productivity Offers more than 70 standard reporting templates that are easily customisable using industry standard report writers
• Leverages familiar Windows and/or Internet Explorer–based displays for agents, supervisors and managers – intuitive and easy–to–use
• Permits a cost effective, entry level solution with the expansion potential required to meet the changing needs of any enterprise
• Includes a browser–based thin client application, Symposium Call Center Server Web Client, that introduces superior management tools and simplifies the administration and configuration of clients on the Symposium Call Center Server
• Supports up to 2,000 concurrent active agents (4,000 configured) on a single server
• Allows calls to be queued to 20 skillsets simultaneously
• Supports up to 350 skillsets (300 local, up to 100 network) – individual agents can be assigned to 50 skillsets simultaneously with 48 agent call answering priority levels
• Handles approximately 35,000 calls per hour
• Enables networking of 30 Symposium Call Center Server sites in a Meridian 1 or Succession 1000 environment for a virtual contact centre environment
• Offers support for simple network management protocol (SNMP) compliancy
• Provides 7 x 24 x 365 reliability
Market Information
Symposium Call Center Server offers many unique advantages over competing solutions in the marketplace. Some specific examples include:
• Routing intelligence and flexibility – in most competitive contact centre solutions, agents are assigned to groups based upon the skills they possess. Routing parameters are then assigned to the group, not the individual agents. Nortel Networks Symposium Call Center Server has removed the concept of agents belonging to groups, providing more flexibility in call routing and allowing agents to be viewed as individuals with distinct skills and abilities. Call routing parameters are scripted to bring the appropriate agent to the call, not the call to the agent. This is advanced skills–based routing – offering the business more flexible and sophisticated alternatives for call routing
• Superior performance – overall system performance is heavily dependent on the system processing power between application server and core switching system. Call processing performance, as measured by busy hour call completions (BHCC), of a Meridian 1 or Succession 1000 server (up to 320,000 BHCC) exceeds that which is currently available from competing products. A contact centre’s performance is directly impacted by the system’s ability to adequately handle call volume
• Tightest integration – the integration between the Symposium Call Center Server and core call switching systems (Meridian 1 and/or Succession 1000) is tighter than that offered by competitors. Furthermore, major competitors attempt to run these customer contact applications on the same server used for basic call processing, causing weakened performance of both the application (call centre or IVR) and the essential call processing (PBX). Nortel Networks has designed these demanding applications to reside on their own tightly integrated servers, thereby delivering superior overall system performance
• Unparalleled reliability – Symposium contact centre solutions are backed by the inherent reliability of the Meridian 1 and Succession 1000 switching platforms. World renowned five 9s (99.999%) of reliability are assured based upon these atypical solution attributes:
– Distributed processing
– Component–level redundancy
– PSTN fallback and survivability
– Open standards–based design, utilising RAID arrays that mirror historical and operation system data