Nortel Networks 7400 - Manual (Page 187)

Key Points
• Reduces costs and increases efficiency -
automating customer responses can help reduce
costs significantly. Symposium Web Centre Portal
can provide immediate, automated answers to
electronic queries and ensure that callers are
routed to an agent with the most appropriate
skills, therefore improving customer satisfaction
• Empowers businesses - with the capability to
enhance customer interactions through a
management solution that routes, tracks and
reports on electronic inquiries
• Internet Readiness – Symposium Web Centre
Portal readies call centres for the future deluge of
e-mail traffic by managing electronic inquiries as
effectively as phone-based inquiries
• Increases Productivity - the capability to blend
voice and e-mail traffic and placement on a
skilled agents desktop can increase productivity
and reduce costs
• Efficiency - Symposium Web Centre Portal helps
streamline the electronic handling process and
automates responses, which in turn reduces
handling and response times
• Improved Management Tools – Symposium Web
Centre Portal is yet another way of satisfying
customers by giving them their choice of access
into the business.
The management tools provided by Symposium
Web Centre Portal, like real time and historical
reporting, allows businesses to effectively
measure agent productivity and track
customer concerns
• Increases Customer Loyalty - managing customer
relationships and understanding their needs
leads to improved customer loyalty. Symposium
Web Centre Portal is a Web response system that
allows companies to create a seamless customer
experience, to make it easier for customers to do
business with you consistently – anywhere,
anyway and anytime
• Strengthens Customer Relations
- by supporting multiple media types, businesses
will be able to strengthen their existing customer
relations and extend their reach into new
lucrative markets and an Internet savvy base
Features and Benefits
This comprehensive set of solutions includes:
• E-mail Response Manager
• Multimedia Queuing and Routing
• Web Communications Manager
• Click to Call
All of these solutions provide administrators and
supervisors with the necessary tools to effectively
manage on-line customer care activity through
real-time displays, statistics and reports.
Individual components of the Symposium Web
Centre Portal can easily be implemented to enable
companies to successfully address their service
needs at each stage of growth. In addition, these
modular eBusiness solutions integrate with
Symposium Call Centre Server and other products
to expand overall contact centre capabilities and
enable multimedia customer interactions.
Being modular, organisations can choose to build
applications that use individual features or modules
within the Symposium Web Centre Portal solution,
such as real-time email response; typed-chat; page
pushing; click-stream tracking; form sharing; either
on their own or in combination with the any of the
other features.
Features include:
• Text chat – customers and agents can engage in a
text-based dialogue via the Internet. Each phone
call is essentially treated as a “personal”
phone call
• Page pushing – customers and agents can “push”
pre-defined or ad hoc Web pages to each other’s
Web browsers. Agents can send pre-defined URLs
associated with the product and ad hoc URLs that
the agent or customer enters in the text box
• Form sharing – provides the customer and agent
the capability to share and edit HTML forms
together. Form sharing allows an
agent to help a customer fill out a pre-defined
form on-line
• Web-on-hold – intended to keep an end-user’s
interest while waiting for an agent. The system
will stream or push various media types such as
video, images, Web pages, etc to the customer’s
PC. This allows the opportunity to up-sell and
178 Symposium Web Centre Portal