Multimedia Contact Center


PROJECT: Multimedia Contact Center

TECHNOLOGY FOCUS: Converged Network, CRM

INDUSTRY: Telecommunications

The Solution proposed includes the following:

- Nortel Succession CSE1000M PABX Provides the Call Switching Matrix and Agent Turrets.
- Symposium Call Center Server (SCCS) Provides Intelligent Skill-based Call Routing, Call Presentation to the Agents, Agent and Call Monitoring and Reporting.
- Symposium Web Client provides web-based mgmt of the call-center and real-time displays.
- Nortel Periphonics Media Processing Server (MPS) 500 Provides Interactive Voice Response (IVR) services.
- CCT CC (Symposium TAPI SP) CTI Middleware Provides the CTI Middleware functionality.
- CTI application suite Provides screen pops with incoming call information and integration to the IVR, CRM, and back-end applications.
- Symon Real-time displays Provides real-time reporting of call and agent statistics.
- Teleopti Contact Center Coach (TCCC) Workforce Management solution Assists in optimization of workforce processes.
- Symposium Web Center Portal (SWCP) / CCMM Manages all Internet-based customer communications to optimize contact center effectiveness and enhance standard of customer service.