Nortel Networks 7400 - Manual (Page 166)

Symposium Agent 157
Symposium Agent
Overview
Symposium Agent is a software framework that allows call centre managers to rapidly implement telephony
integration with virtually any Windows or Web based application. Operating in a centrally managed
environment, call centre managers can use Symposium Agent to deliver tools such as screen pops, screen
based dialling, screen based agent call guides and more, to the call centre.
Symposium Agent is a key component of Nortel Networks strategy for helping users transition their existing
call centres into sophisticated Customer Contact Centres. This Windows based software application can
significantly boost agent productivity, deliver better customer service and increase revenue.
Customer Profile
• Price and performance conscience customers
looking for a comprehensive set of CTI based
agent productivity tools that require a minimum
amount configuration to customise
• Suits any call centre or help desk operation
requiring a desktop agent productivity solution
that is thin client based and centrally managed
Defining Needs
• Are you looking for computer telephony
integration (CTI) and agent tools that are easy to
configure and manage?
• Do you need to automate routine tasks and
empower agents with critical customer
information?
• When your agents answer calls, do you
want to your organisation to appear
intelligent to your customers?
• Are you planning to implement screen pop
functionality in your call centre?
• Do you want basic outbound call functionality,
being able to dial numbers from the desktop from
customer lists, corporate directories, etc?
• During a call would you like text comments made
by agents to follow the call if it was transferred to
another agent?
• Do you want to build powerful workflow
solutions to automate and assist agents as they
step through complex transactions?
Typical Applications
Symposium Agent is a client server based
application framework that can be used to
automate business applications using data provided
by the carrier network (DNIS or CLID) or information
provided by the caller via touch-tone or speech
recognition. Solutions may be implemented as thin
client browser based (turning any Web page into a
service resource), traditional client server,
or legacy host. Because it is a standards-based CT
solution, the price performance and ease of
implementation of Symposium Agent is unmatched
within the industry.
Key Points
• Enables the automation of up to 14 applications
via browser based "tabbed" user interface
• All applications have access to call data with
each call
• Desktop Client component built on Microsoft
Internet Explorer 5.0
• Takes full advantage of Microsoft's Telephony
Applications Programming Interface (TAPI 3.0)
message set for standards based distributed
call control
• Integrated two line agent soft phone
support offering both administrative and
call handling capability
• Web based agent administration
• Supports the definition of call automation rules
for both inbound and outbound calls, including
support for screen pops of web browser tabs