Nortel Networks 7400 - Manual (Page 171)

Typical Applications
• Symposium Call Centre Server is the right solution
for contact centres requiring call routing and
treatments based on assessing numerous traffic,
skill set and real-time factors such as current call
volumes, logged agent count, age of call,
average speed of answer, time of day,
day of week and/or holidays
• Symposium Call Centre Server is the solution for
call centres requiring call routing decisions based
on individual customer information stored in a
host computer
• Ideal for organisations requiring advanced
real-time and historical reporting,
including detailed “call-by-call” reporting
• Symposium Call Centre Server benefits any
organisation striving to build a winning customer
contact strategy. It is a solid foundation for
evolving multimedia contact centre
requirements, enabling organisations to be
flexible in meeting their customer’s ever
changing service needs, creating customer loyalty
while retaining agent talent, reducing overall
costs to improve profit
Key Points
• Powerful, Skill-Based Routing - skill-based routing
means that you can intelligently route callers
based on their needs and to the agent that is best
suited to fulfil customers' needs. Priority routing
for preferred customers ensures that your valued
customers are given VIP treatment
• Seamless Networking Environment - networking
provides an efficient, streamlined solution for
centrally managing multiple call centres in a
Meridian 1 / Succession CSE1000 environment
• Adaptable Call Handling - rich, flexible scripting
language allows the business to customise call
routing decisions and treatment based on its
business processes
• Graphical, Real-Time Displays - real-time displays
provide a snapshot of the call centre for
management to view customised performance
statistics for increased responsiveness to
changing conditions
• Complete, Customisable Reports and Call Tracking
- with 70 standard reports and the ability to
customise historical reports, Symposium Call
Centre Server offers a comprehensive
management tool to explore valuable data for
making business decisions
• Industry-Standard Platform - based on client-
server based architecture, Symposium Call Centre
Server is designed on an industry-standard
platform to enable real-time data, host data
exchange and other advanced
call handling features
• Optimised for Internet, Multimedia and CTI
applications - Symposium Call Centre Server can
be integrated with multimedia transaction
handling, CTI and other advanced web-enabled
functionality
Features and Benefits
• Quickly routes calls to the agents best equipped
to answer them, increasing customer loyalty
• Builds profitable customer relationships by
personalising service with superior flexibility
• Improves agents' effectiveness and productivity -
helping to increase employee satisfaction and
retention
• Provides managers with the decision-making
tools they need, from up-to-the-second, real-time
displays to comprehensive reporting capabilities
showing contact centre activity, traffic
fluctuations, agent performance and work
characteristics
• Speeds up answering, lengthens hours of service
and connects agents and customers across wide
geographical areas by extending your contact
centre using advanced networking and Voice over
IP (VoIP)
• Grows and adapts to your company's evolving
needs, employing open architecture, flexible
design and built-in scalability to protect
your investment
• The rich scripting language supports multifaceted
call routing and treatment decisions based on
combinations of real time conditions.
162 Symposium Call Centre Server