Nortel Networks 7400 - Manual (Page 186)

Symposium Web Centre Portal 177
Symposium Web Centre Portal
Overview
Symposium Web Centre Portal 3.0 empowers businesses with the capability to enhance customer interactions
through a management solution that enables enterprises to receive, route, track and report on electronic
inquiries from the enterprise’s Web-site. The product enables businesses to leverage on-line personalisation
and present information through multiple views. By servicing this new type of media, businesses will be able
to strengthen their existing customer relations and extend their reach into new lucrative markets and an
Internet savvy base.
Customer Profile
• Any customer service organisation that recognises
that their customers are missing personalised
service due to the implementation of centralised,
electronic customer service strategies
• Existing traditional call centre users that want to
transform to a powerful, unified customer
interaction centre using skill based routing and
multimedia agents
• Lead or early adopter organisations that
desire a differentiator to raise customer
service to a new level, gaining market
share and increasing profitability
• Technical support organisations that have
a particularly tech-savvy customer base who
are demanding better, multimedia technical
support methods
• Organisations such as insurance or financial
services that have particularly detailed
or complicated customer service processes
that would gain from the visual benefits of
multimedia support service, eg web collaboration,
page sharing, and form sharing
• Any organisation seeking to close sales over
the web
Defining Needs
• Do you want to be able to manage emails with
the same as efficiently and formality as you
currently handle telephone calls?
• Are your customers complaining that making
enquiries via email are not responded to, or are
too slow?
• Do you want to improve customer loyalty by
ensuring that all customers receive prompt
responses from their web-based requests?
• Do you want to be able to fill lulls in voice traffic
and improve overall efficiency of the contact
centre by handling email enquiries?
• Are you planning to evolve your telephone call
centre into a multimedia, web-enabled customer
contact centre?
• Do you want to employ skill based routing of
emails and other web-based contact requests,
with the option to push them dynamically to
specific agents?
• Are your agents multimedia agents, handling
telephone, email and web request transactions
dynamically?
Typical Applications
• Technical support services where email tends to
be the preferred contact method for customers
• Customer services where email is a particularly
appropriate response method, such as for
frequently asked or predicable questions that can
be answered with standard email reply templates,
such as in the PC support industry, eg PC modem
or printer settings
• Any customer service application where prompt
email responses from well equipped and qualified
agents result in happier customers
• Any application that allows an organisation to
create a more “sticky” website (see example in
Features and Benefits)