Based on IP technologies and a series of convergent communications applications, NORTEL solutions offers an easy administrations, improved productivity and management, with lower costs and utilities like unified messaging.
Nortel Communication Server 1000 is an enterprise IP telephony solution supporting a flexible mix of phones, applications and PSTN gateways connected over a converged network. Telephones supported include IP phones, digital TDM phones, analogue TDM phones, DECT cordless and 802.11 wireless LAN phones as well as software phones on PCs and PDAs. Communication Server 1000 contains all the business telephony features and services developed for the market plus new innovative features for IP telephony. It supports business applications for personal productivity, team productivity, mobility, customer service and management control. Communication Server 1000 provides advanced networking services to other Nortel Networks and non Nortel Networks equipment using industry standards. Communication Server 1000 benefits from Nortel Networks investment protection methodology to keep total cost of ownership amongst the lowest in the industry.
The telephony and the voice and data services combined – analogical telephony, IP or a combination can be found in one solution: Nortel Business Communications Manager.
The three versions available offers options for each type of application from the smaller companies with a few extensions, to larger companies with activity in many locations with hundred of voices and date ports.
Nortel Business Communications Manager 400 - is the IP Nortel solutions - all in one - addressed to the clients with 200 users disposing of: call centre, IP routing, unified messaging.
- 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
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.
