Computer Telephony Integration (CTI)
Overview
Nortel offers CTI solutions that can enable a business to improve customer service, employee effectiveness, and generally reduce expenses. CTI enables a number of efficient functions in a business: intelligent call routing, screen-based telephony, intelligent dialing, automated display of information - based on caller-provided information from an IVR or other interface and the coordinated transfer of data information along with a telephone transfer.
Nortel offers a number of CTI enables and solutions. Meridian LINK Services and TAPI Service Provider are among the more popular computer-to-telephony interfaces, while Symposium Agent is a fully integrated agent productivity tool.
Customer Contact Solutions
Nortel's Customer Contact and Voice Portal Solutions provide the means for customers to do business with you consistently and seamlessly - anywhere, anyway, and anytime. Our extensive portfolio includes contact center, self-service, and advanced speech recognition solutions.
Having established more than 30,000 customer contact centers worldwide, Nortel has the business and technological expertise to create a scalable, flexible, and resilient solution that will grow and change with your organization. We can help you better integrate contact center strategies into your company's overall operations by giving you the tools to manage and understand customer relationships more effectively, and to maximize your return on those relationships. And backed by our Customer Contact and Voice Portal Solutions team's global reputation for quality and reliability, we offer a single, responsive point of contact for all of your sales and service needs.
Applications Center Portfolio
Overview
The Nortel Applications Center is a comprehensive, open application suite that transforms business communications by seamlessly integrating customer contact, self-service, unified messaging and multimedia into a single, common platform. This common platform uses standards like SIP, VXML, CCXML, and J2EE allowing enterprises to deliver superior customer service and increased employee productivity at a fraction of the cost of today's independent systems. The Nortel Applications Center combines the power of modular applications on to a single platform, allowing customers to deploy at their own pace, as needed, with the efficiency of a single user interface and common management/reporting tools.
IP Contact Center Solutions
Now you can extend the reach of your contact center and harness the unprecedented potential of the Internet by implementing IP Contact Center solutions from Nortel. Taking advantage of powerful Voice over IP (VoIP) technology, your customers can find it easier to do business with you and enjoy seamless access to the best possible service - anytime, anywhere. IP Contact Center solutions enable you to create a virtual call center that spans wide geographic areas and crosses multiple time zones, ensuring the best- agent available handles each caller's needs promptly.
By deploying VoIP with Nortel contact center solutions, your company also can increase savings and reduce operating costs. Rather than maintain separate voice and data infrastructures, you can converge them. The resulting unified network can operate more efficiently and reduce staffing and training costs.
Business Communications Manager Call Center - Basic & Professional
Overview
Business Communications Manager has three feature-rich Call Center solutions: Basic Call Center, Professional Call Center, and Multimedia Call Center. For smaller, informal Call Centers, Basic Call Center supports 2 skillsets and 10 active agents. Professional Call Center is targeted for larger, more formal Call Centers with 50 available skillsets and up to 80 active agents. Multimedia Call Center enables access to Basic or Professional Call Center from a Web site.
Key Features:
- Basic Call Center, Professional Call Center, and Multimedia Call Center are keycoded options on Business Communications Manager requiring no additional hardware.
- Skill-based routing directs the caller to the appropriate support person for large call center functionality in a small business.
- Intelligent Routing based on source, destination, or caller input allows calls to be handled more efficiently.
- Real-time and historical reporting provide accurate detailed reports for the Call Center Supervisor available with Call Center Reporting.
- Choice of software or hardware wallboard offer support for traditional or advanced Call Centers with reporting.
Contact Center - Express
Formerly known as: Symposium Express Call Center
Overview
Contact Center - Express is a server-based software application that combines skill-based routing, call treatment flexibility, extensive management reporting and intuitive management tools to deliver a versatile and easily managed solution to departmental-level or smaller contact centers with up to 150 active agents. Contact Center - Express Release 4.2 is supported on the Meridian 1 and Succession 1000 platforms.
Key Features:
- Skill-based routing combines with call treatments configured to meet the needs of various customer segments, improving caller response and reducing handling time.
- Comprehensive management reporting tools offer real-time displays and historical reports reflecting contact center activity, agent performance, resource utilization and trends. The open database connectivity supports merging call data with other corporate data, thereby facilitating timely and informed operational decisions.
- Windows-based, point-and-click management interface makes it easy to configure caller treatments, agent skill sets and resources that are in sync with business requirements.
- Open interfaces provide integration with related applications, including reader boards, workforce management solutions, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR).
- Open architecture, flexible design and built-in scalability enable growth and adaptation to your company's evolving needs.
Contact Center - Multimedia
Formerly known as: Symposium Web Center Portal
Overview
Contact Center - Multimedia is a Microsoft Windows 2000 client/server multimedia contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center - Express applications. Contact Center - Multimedia is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communication Manager.
Key Features:
- Modular portfolio design offers ease of migration and operational flexibility.
- Comprehensive and feature-rich solutions that can be easily implemented.
- Investment protection, enabling Nortel's contact center customers to migrate without investing in completely new infrastructures.
- Seamless integration with Symposium contact center applications.
- Unprecedented skills-based routing of voice and Web requests.
Contact Center Manager Server
Formerly known as: Symposium Call Center Server
Overview
Contact Center Manager Server (CCMS) offers a scalable solution for dynamic contact center environments requiring sophistication and differentiation in the care offered to their customers. CCMS provides skill-based routing; call treatment flexibility, real time displays, multimedia routing, and comprehensive management and reporting functionality - empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers. The rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real time conditions.
CCMS for Meridian 1/Succession 1000, supports both time-division multiplexing (TDM) and Voice-over-IP (VoIP) network infrastructures.
Key Features:
- Intelligent Call Handling - Customize call routing and treatments based on customer defined combinations of call center conditions
- Skill-based Routing - Route callers to the resources best equipped to handle specific inquiries or customer segments
- Comprehensive Management Reporting - Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends
- Open Interfaces - Supports third-party applications such as readerboards, workforce adherence and scheduling
- Investment Protection -- Grows and adapts to your company's evolving needs, employing open architecture, flexible design, and built-in scalability
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