Trade.Information

Product Name: Contact Center

Product Description

Nortel's Contact Center portfolio of products provide the means for customers or clients to do business with you consistently and seamlessly – on their terms - anywhere, anyway, and anytime. Nortel’s Contact Center portfolio enable enterprises to engage with their customers in new ways that set them apart from the competition. By providing blended multimedia capability and outbound calling campaigns that utilize existing TDM investments or powerful converged IP infrastructures, businesses have the advantage of choosing their optimum deployment approach. What really sets our contact center solutions apart are their scalability and flexibility, a powerful virtual contact center with agents and supervisors located anywhere a secure IP connection can be made. Call Center Management Information System (CC MIS) CC MIS enables the Call Center manager to view agent and queue statistics in real time, generate a wide variety of standard and customizable reports, and execute changes to ACD parameters. Communication Control Toolkit Communication Control Toolkit is the new Nortel next-generation CTI (Computer Telephony Integration) middleware platform for all Call Center and Interactive Voice Response environments. Contact Center - Express Contact Center - Express is an entry level ACD starter product, delivering simplified skill-based routing with sophisticated management reporting wrapped in an easy to use User Interface. Contact Center - Multimedia Contact Center - Multimedia empowers businesses with the capability to enhance customer interactions through a management solution that routes, tracks, and reports on electronic inquiries from the enterprise's website. Contact Center Manager Portfolio The Contact Center Manager Portfolio is a suite of products designed to increase the efficiency and quality of contact centers. The portfolio offers skills-based routing ensuring that customers speak to the most qualified agent in the shortest amount of time. Contact Recording Nortel’s Contact Recording provides a fully integrated solution for businesses that require all of their calls to be recorded. Available in both IP and TDM environments, Contact Recording can be controlled from a single Web-based user interface. Nortel Quality Monitoring can be added as a software upgrade. Quality Monitoring Nortel’s Quality Monitoring enables customers to selectively record calls and agent screens within a contact center. Quality Monitoring is available in both IP and TDM environments. Remote Agent Observe Remote Agent Observe delivers a simple, cost-effective solution with powerful remote observe and supervision capabilities - simplifying quality assurance activities and enabling outsourcers to provide a flexible monitoring solution to their clients.

Company Details

Hundreds of millions of people, Fortune 500 companies, and government institutions around the world trust their networks to Nortel's reliable and secure solutions. Nortel is a recognized leader in delivering communications capabilities that... more