Nortel Multimedia Call Center Solutions

Exploring Symposium Contact Center
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Nortel Symposium Contact Center

Are your customers tired of waiting in line or on hold?
In today's business world, your company's first point of customer contact can make or break your business. Symposium Contact Center from Nortel offers the latest in call center functionality that will help you improve customer service, reduce wait time, drive sales increases, and further your customer's satisfaction. How can it do all this? With rich multimedia applications for call handling, skill based call routing, and rich scripting for streamlined operation the Symposium Contact Center can route your customers to the most highly equipped and apporpriate agents with greater efficiency than ever before. Plus, with intuitive GUI-based management tools you can analyze call statistics, determine agents specific talents and strengths, and automatically assign calls to the best possible agents for any issue. With all of these tools Symposium Contact Center is the top choice for any contact center with more than one function.

Migration, Scalability, and Affordability
Are you still using 30 year old ACD technology for call routing? Symposium Contact Center can bring you new efficiency through skillbased routing at an affordable cost. Step by step migration from older technologies to the Symposium Contact Center and Contact Center Express will provide advanced scalable solutions suited to your changing business needs. Plus, with an open architecture flexible design and built-in scalability there is a Contact Center application and scale for your needs now and well into the future.

Nortel Symposium Contact Center Features

Skillset-based routing eliminates call waiting queues and reduces call transfers by routing to the best possible agent for any call.
Easy GUI-based management allows supervisors to determine and assign skillsets based on specifcs talents and advantages.
Rich scripting capability enables supervisors to create operational policy for specific needs while conserving bandwidth.
Expert Anywhere Contact available when used with VoIP and SIP technology allows agents to access company experts in real time, wherever they may be.
Open multimedia queue for management of multiple channels including voice, email, text chat, fax, web, and video.
Outbound Campaign Manager creates, modifies, and monitors outbound campaigns with real-time displays and historical reporting management tools.
Contact Center Agent Desktop provides a single agent interface for all contacts regardless of media type.
Report Creation Wizard allows you to generate custom reports without the use of third-party report writers.
Increased resiliency options with automatic or manual fail-over providing a High Availability solution for the Contact Center portfolio applications.
Universal networking provides most features across a variety of Nortel switch platforms.
Reduced system integration costs allow quick development of desktop applications, server applications, screen pops, CRM connectors and more.

Nortel Symposium Contact Center Components

Symposium Contact Center - Express
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.

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Symposium Contact Center - Multimedia
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.

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Symposium Call Center Management Information System (CC MIS)
CC MIS is the command center for your Centrex ACD Call Center. The CC MIS enables the manager to view agent and queue statistics in real-time, print a wide variety of standard and customizable reports, execute changes to ACD parameters and much more. Add wallboards from Nortel’s complete line and supervisors can keep from 25 to 30,000 agents informed of their performance.

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Symposium Agent Greeting
Agent Greeting automates the agent's greeting, enabling each agent to pre-record single or multiple greetings that can be played to callers before the agent handles the live call. Agent Greeting involves the use of the Voice Processing Series (VPS) platform (ITG, MIRAN) on which the greeting recordings are stored and accessed every time the agent answers a call at his or her set.

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Symposium Communication Control Toolkit 6.0
Communication Control Toolkit 6.0 is the new Nortel next-generation unified integration middleware platform for the Communication Server 1000 switch range and MPS 500 and MPS 1000 Self Service platforms. The product provides a CTI middleware compatible to the Nortel platforms based upon the Microsoft .Net framework. It supports integrations for Microsoft Windows, Terminal Services and highly secure solution deployments.

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Symposium Contact Center Manager Administration
Contact Center Manager Administration, a browser-based thin client, is compatible with Contact Center Manager Server Release 4.0 or higher. Contact Center Manager Administration uses Internet Explorer to connect to contact center management tools, reports and real-time displays.

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Symposium Contact Center Manager Server
Contact Center Manager Server (CCMS) is the main hardware platform for Symposium Contact Center system. 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.

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Symposium Remote Agent Observe 1.0
Remote Agent Observe enables customers being served by an outsourcing servicing company to remotely observe the quality of service being provided to their customers without having any equipment at the remote location other than a DTMF-enabled telephone. Remote Agent Observe delivers a simple, cost-effective solution with powerful remote observe and supervision capabilities - simplifying quality assurance activities and enabling outsourcers to provide a flexible monitoring solution to their clients.

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