Overview, Customer profile, Defining needs – Nortel Networks 7400 User Manual
Page 190: Typical applications
Media Processing Server 100 (MPS 100)
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Media Processing Server
100 (MPS 100)
Overview
The Nortel Networks Media Processing Server 100 (MPS 100) is a compact, aggressively priced Interactive
Voice Response (IVR) system designed specifically for the small to medium-sized contact centre environment.
This advanced solution provides support for several powerful technologies designed to enhance the
efficiency of your business, including CTI, browser-based access to traditional IVR applications and
remote system management.
The MPS 100 is a new member of the Nortel Networks Customer Contact and Self-Service Solutions portfolio
designed to make a business accessible to their customers 24 hours a day, 365 days a year. Callers can
access a broad range of information simply by responding to a series of prompts via their touchtone phone.
In addition, the same information can be easily accessed over the Web. The MPS 100 module can easily
be connected to an application processor capable of running MS Windows NT 4.0. As a company’s needs
increase over time, additional features and capabilities can be activated by software key-codes without field
hardware expansions.
Customer Profile
• Small to medium sized contact
centre environment
• Entry level IVR customers requiring highly
featured solutions (database access,
CTI integration, etc)
Defining Needs
• Do you want to control the operational costs of
your contact centre?
• Do your contact centre staff regularly handle
repetitive, routine calls?
• Are you looking for a fully featured, carrier class
IVR that is suitable for diverse Contact Centre
environments?
Typical Applications
• Contact centres handling a large number of
routine calls
• Businesses that need to provide customers
with 24/7 access to their services
• Any customer oriented organisation that wants to
eliminate aggravation, wasted time and delays by
providing information to callers without the need
for them to wait in a queue to speak to an agent
• Organisations looking to increase revenues and
save costs by providing new and additional
services in responses to the ever changing needs
of their customers
• Contact centres needing to free up agents from
repetitive and tedious tasks in order to deliver
superior customer service to valuable clients and
more complex calls
• In conjunction with CTI software, applications
requiring customer information input to be
displayed on the agent’s desktop, eliminating
the need to ask for information twice