Multimedia Contact Center
PROJECT: Multimedia Contact Center
TECHNOLOGY FOCUS: Converged Network, CRM
INDUSTRY: Telecommunications
The Solution proposed includes the following:
- Nortel Succession CSE1000M PABX – Provides the Call Switching Matrix and Agent Turrets
- Symposium Call Center Server (SCCS) – Provides Intelligent Skill-based Call Routing, Call Presentation to the Agents, Agent and Call Monitoring and Reporting,
- Symposium Web Client – provides web-based mgmt of the call-center and real-time displays,
- Nortel Periphonics Media Processing Server (MPS) 500 – Provides Interactive Voice Response (IVR) services,
- CCT CC (Symposium TAPI SP) CTI Middleware – Provides the CTI Middleware functionality
- CTI application suite – Provides screen pops with incoming call information and integration to the IVR, CRM, and back-end applications
- Symon Real-time displays – Provides real-time reporting of call and agent statistics,
- Teleopti Contact Center Coach (TCCC) Workforce Management solution – Assists in optimization of workforce processes
- Symposium Web Center Portal (SWCP) / CCMM – Manages all Internet-based customer communications to optimize contact center effectiveness and enhance standard of customer service.
