Nortel Networks 7400 - Manual (Page 174)

Symposium Express Call Centre 165
Symposium Express Call Centre
Overview
Symposium Express Call Centre (SECC) delivers sophisticated, skill-based call routing and management
reporting to customer care centres with up to 150 active agents. Leveraging the rich functionality of the
higher-capacity Symposium Call Centre Server, Symposium Express Call Centre provides an entry-level,
departmental-level or small to medium enterprise customer care centre application. Customers can
benefit from sophisticated functionality usually only provided by more complex systems.
Customer Profile
• Small to Medium Enterprises - formal call centres
• Large Enterprises - department contact centres
such as helpdesks, sales desks, customer service
centres; corporate branch offices
• Emerging Call Centre markets - any business or
organisation where five or more people make
frequent use of the phone for incoming calls;
business or organisations that may currently use
hunt groups and call pickup and require
more control
• Customers that currently do not have a
contact centre but require a simplistic
call centre system
Defining Needs
• Do you have several people answering calls in a
reservations office, order desk, technical helpdesk
or the like?
• Do you require an environment designed to
process calls with efficiency to maximise
customer satisfaction?
• Do you require instant updates on call status and
the ability to measure, report and improve your
customer call handling using “off-the-shelf”
reporting tools?
• Do you need sophisticated technology such as
skill-based routing and hot-desking to support a
call centre function?
• Are you looking for a solution to support new
ways of doing business, such as utilising CTI
applications and screen pops?
• Do you require sophisticated call centre
functionality that is quick and easy to use,
with a low cost of ownership?
Typical Applications
• Small to medium call centres or internal
helpdesks can benefit from the relatively simple-
to-manage call flow configuration and
sophisticated features such as skill-based routing
• Environments that require flexibility in caller
treatment and reporting balanced with ease of
management, such as:
- Customer care lines
- Sales lines
- Technical assistance
- Employee helpdesks
Key Points
• Symposium Express grows as business
requirements grow
• A flexible and easy upgrade path provides a
smooth stepping stone to Symposium Call Centre
Server retaining investment dollars spent in
software, training and management
• Handles up to 150 active agents (300 profiles can
be created)
• Wizard driven interfaces to management
functions
• Easy to use, minimal training
• Low cost of ownership
• Provides excellent customer service like
a large call centre
• Increased productivity through efficient
utilisation of staff resources
• Skill-based routing supporting up to 50
skill sets
• Rich and comprehensive historical management
reports
• Graphical or text based real time information