Contact Center Overview
Agent Interface
Multimedia Interface
Everything Your Agents Need in a Single Interface |
| Comprehensive Agent toolbar increases productivity through a single interface |
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• Login/Logout
• Agent Ready/Not ready
• Find a customer (multimedia)
• Find a transaction (multimedia)
• Create an e-mail (multimedia)
• Create a transaction (multimedia)
• Create a customer record (multimedia) |
>Emergency Key
>Transfer
>Conference
>Activity Codes (Voice and multimedia)
>Not Ready Reason Codes
>Help |
Standard telephone interface is still available
Tie your data into the routing of contacts, regardless of contact type. For example, customer status can be looked up upon receiving a call; Elite customers are queued with a higher priority or are routed to a skillset most appropriate for their recent call history. You can even route to the same agent they spoke with last time.
Historical Reporting
68 Standard Reports
Open database allowing for customization or connecting to the data with other reporting tools
Custom report development is available
Voice - Nortel’s Advanced SIP Architecture Provides:
Media independent skillsets (SIP phone, IP phone, software-based phone, digital phone or analog phone)
Location independent skillsets (agent may be on-site or off-site)
Contact media independent – allowing a single agent to handle Voice, Video, E-mail, Web Chat, Collaboration and other media
Integrate Multimedia Contact Center treatments and VoiceXML- based Self Service, including advanced speech applications
Market-leading Open Architecture using SIP and VoiceXML standards to enable SIP Media Servers and SIP/VoIP/TDM desktops
Email - Intuitive Interface for Efficient Communication
Inbound/Outbound and Multimedia:
Outgoing Agent:
Incoming Agent:
Web Chat – Text chat with your customers while they are on your site, queue the chat request and route to the most appropriate available representative.
Web Collaboration –
Assist your customers by guiding them through your web site, keeping them engaged with your products and services.
Fax –
Queue faxes to agents capable of responding to fax requests, get reports on how long it is taking to respond to faxes, see in real-time how many faxes are waiting for response and how many agents are currently responding to faxes.
Outbound - Outbound Campaign Manager - Easy to Create – Easy to change.
Simply provide a list of customers who need to be contacted with their phone number and choose a skillset for the calls. Schedule or activate the campaign. The representatives will start getting notifications of a call; then, the call is placed (NOT a predictive dialer). Get reports and real-time screens regarding the outbound calls and a list of successful and unsuccessful call attempts.
Self Service - IVR
Capacity: 24 – 1000s or channels
Interface
Full speech recognition
Directed speech “Say Balance Due”
Say or press
Dial pad
Text to Speech (TTS)
Speech recognition provides a voice interface to corporate information
Text to speech applications focus on the delivery of information which is not practical to prerecord –(would not apply to the Numset vocabulary items)
Converts ordinary text into intelligible speech
Communicates information to customers
When possible selections include large numbers of items from databases that must be spoken to callers when a list of selections changes regularly
-eg. confirm street addresses of callers from database containing thousands of different addresses
Development Tools
VoiceXML – allows the IVR to be easily set up to mirror your web application business processes
Visual Developer Tool – allows you to visually create the process flow
Media Processing Server Developer |
Full Life Cycle Coverage
- Design - Development - Debugging Environment
True Icon-Based Development
- Not Just Forms In Graphic Environment
- Constructs Both Simple And Complex Applications
Structured Methodology Is Enforced
- Supports Modularity
- Promotes Component
Reusability
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Bulk Recording (all calls)
Nortel Contact Recording |
| • Web based interface
• Simple search and replay
• Rules based archiving
• Full audit trail
• Lower TCO
Works in traditional, mixed or pure IP environments.
• Software only solution - Standard PC server hardware |
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b. Quality Monitoring
Tie in voice recordings with screen recordings – a great tool for evaluating performance and comparing performance within a department. Record based upon percentage, or business rules.
Agent Performance Evaluation |
Improve agent coaching with voice/screen playback
- Improve application navigation skills
- Improve soft skills
- Provide more objective coaching
- Improve handling of escalations
Improve monitoring productivity
- Automate scoring
- Reduce time searching for calls to be evaluated
- Review calls when convenient
- Reduce “he said, she said”
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Rules that fit your business |
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Evaluation Form
Customizable - Questions, type of scoring, look, and layout
Automatically populate accurate, meaningful information
Search for evaluations in an organized method through folders
Automate scoring
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Collins Communications-Nortel Contact Center User Association –
The meeting is led by Collins technical resources, but follows the agenda set forth by the User Association. Past topics have included In-depth reporting, managing real-time information, new products, etc.
INNUA – International Nortel Networks User Association
Connect to INNUA's website
