Nortel Networks 7400 - Manual (Page 182)

Symposium Web Client 173
Customer Profile
• All new and existing Symposium Call Centre
Server customers
• Medium to large contact centres where many
clients are required
• Contact centres requiring agent desktop-based
real-time displays
Defining Needs
• Are you aware that thin clients can cut desktop
computing costs by as much as 75 percent?
(According to an article published by Network
Magazine - Decreasing TCO with
Thin Clients – 4/00)
• Do you have many client PCs that require
upgrades frequently, consuming hours of
installation time per client?
• Do you need to be able to make improved
business decisions and respond quickly to current
contact centre conditions by leveraging superior
management tools?
• Do you want to address peak loads and
reduce wait times in the call centre with
richer real-time information and reports?
• Would it be desirable for contact centre managers
and supervisors to be able to access and view Web
Client data from anywhere within their company
network by simply using an Internet Explorer
browser to connect to the server?
• Do your agents have access to Agent Desktop
Displays, so that they are able to view their
performance statistics and see how they
are contributing to the effectiveness of the
contact centre?
• Do you want increased flexibility in your call
centre to enable contact centre managers,
supervisors, agents and administrators to be
more efficient and effective, resulting in higher
productivity levels?
Typical Applications
• All new Symposium Call Centre Server customers
should be encouraged to purchase the
Symposium Call Centre Web Client option
– not only can they take advantage of the benefits
that a thin client can offer to businesses, but they
also will be able to leverage the new
enhancements and tools that it delivers.
Symposium Call Centre Web Client should be
positioned as a key part of our product evolution
strategy. No additional enhancements or features
will be developed on the existing Symposium
desktop client.
• For installed base customers, the Symposium Call
Centre Web Client is perfect for medium to large
contact centres where managers are searching for
ways to minimise their total cost of ownership
and optimise efficiency. Larger contact centres
with more clients benefit the most and will see a
greater impact in regards to a reduced Total Cost
of Ownership (TCO). However, the Symposium
Call Centre Web Client is also appropriate for
smaller contact centres that want to take
advantage of the new functionality, or customers
that require the latest advancement in
technology.
Symposium Web Client
Overview
Symposium Call Centre Web Client 4.0 is a new browser-based thin client for administrators and supervisors
using Symposium Call Centre Server Release 4.0 onwards. The Symposium Call Centre Web Client 4.0
introduces superior management tools that better equip contact centre managers to make improved business
decisions and respond faster to customer needs, thereby improving productivity and strengthening customer
relationships. It also enables contact centre managers to increase the overall effectiveness of their contact
centre by providing richer real-time information that can be used to address peak loads and reduce wait times.