Nortel Networks 7400 - Manual (Page 178)

Symposium Meridian LINK Services 169
Customer Profile
• Call centres that desire to become advanced
customer contact centres can take advantage of
Symposium Meridian LINK Services to exchange
information gained on the Meridian 1 CSK1K
switch with application software that resides
on a host or PC platform
• IVR users may also use LINK to tightly integrate
the IVR platform with call control in the call
centre or as a standalone application.
Defining Needs
• Do you require a powerful, reliable intelligent call
answering capability using third party CTI host
applications such as CT-Connect?
• Are you planning to tightly integrate your IVR
platform and call centre tools to provide superior
customer service?
• Are you planning to use powerful third-party
outbound applications that need tight control
and monitoring capabilities of the PBX?
• Do you require voice processing capabilities for
host applications to play messages and collect
information from a caller?
Typical Applications
• In an inbound telemarketing environment,
Symposium Link can provide an application with
Calling Line ID (CLID) and Dialled Number
Identification Service (DNIS) information on an
incoming call. The application can use this
information to retrieve data from a database and
present it on the agent’s data terminal before the
call is answered.
• In an outbound telemarketing environment a
host application can retrieve information on a
potential customer from a database and display it
on an agent’s screen. At the same time the
application can place the call on behalf of the
agent via Symposium Link.
• Both application examples demonstrate how
agent productivity can be improved while
providing personalised service. The host computer
and Symposium cooperate to provide enhanced
and effective applications to the end user
community.
Key Points
• Calls answered employing LINK Services can be
answered in an intelligent manner
• Call centres that desire to become advanced
Customer Contact Centres can take advantage of
Symposium Meridian LINK Services to exchange
information gained on the Meridian 1 / Succession
CSE 1000 switch with application software that
resides on a host or PC platform
• IVR platforms may also use Symposium Meridian
LINK Services to tightly integrate call control in
the call centre or as a standalone application
• Symposium Meridian LINK Services dramatically
increase the power and effectiveness of call
centre solutions and third party applications
Symposium Meridian
LINK Services
Overview
Symposium Link is a two-way communications link that provides an interface between a host application and
Symposium - referred to generally as Computer Telephony Integration or CTI. This link facilitates the functional
integration of computer and Meridian 1 / Succession CSE 1000 environments. Symposium Meridian LINK
Services empowers businesses and third party software providers to create service-enhancing applications
by making Meridian 1 / Succession CSE 1000 call control, call events and call centre agent information available
to external computer applications.