Contact Center Solutions |
|
Nortel Customer Contact Solutions, one of the industry's broadest customer service portfolios, enables enterprises to engage with customers in new ways. Nortel helps businesses achieve a competitive advantage by improving your customers' experience. The collaborative qualities of Web 2.0 create an opportunity for businesses to deliver a unique customer experience resulting in tangible business benefits. We call this Customer Experience 2.0. We have created a compelling customer experience through technology and the power of the Internet. Nortel is transforming business communications with solutions that orchestrate the powerful benefits of the: Nortel Contact Center, Speech & Self-Service, Unified Messaging, Multimedia Conferencing, and Expert Anywhere solutions. This portfolio of contact services provides the ability for customers to do business with you consistently and seamlessly anywhere, anytime, and on any device.
Contact Center Portfolio is a diverse suite of customer interaction solutions that deliver a complete, seamless customer experience.
IP Contact Center
Nortel's IP Contact Center gives you power, flexibility and geographic independence by using your IP network to support agents and managers almost anywhere. IP Contact Center allows you to utilize open-standard interfaces between software components of your contact center.
Nortel's Contact Center Solutions enable you to work from virtually anywhere with an IP-based Thin Client Agent Desktop and combine your IT and telephony management functions and benefit from the added simplicity.
Multimedia Contact Center
The multimedia capability of Nortel's Contact Center 6.0 provides unified, intelligent, skill-based queuing and routing. It combines all types of communications into a single, powerful system, enabling you to provide consistent service regardless of the way customers and suppliers choose to deal with your organization. (Voice, email, text chat or Web) You can direct customers to your best resource every time with skills-based routing.
A multimedia contact center enables you to monitor performance in all media channels, not just voice. Unified management tools facilitate quick resolution of performance issues. A completely integrated design means you can manage from common tools regardless of the media channel you choose.
Improve job satisfaction among your agents by diversifying your media channel and adding a new dimension to your agents' activities. Now your service staff can spend their time on different types of tasks, including voice calls, IM and emails. This broad range of choice ultimately lowers turnover and reduces your investments in recruiting and training.
SIP is open standards-based network protocols that make it easily adaptable to third-party applications. Nortel Contact Center Solutions can be SIP-enabled, providing powerful presence capabilities. Universal treatments of multimedia communications can be tailored to specific business dynamics in real-time. The basic network interoperability feature of SIP is enabled on both sides customer/agent of the Contact Center 6.0 application.
Customer multimedia contacts, email and Web communications, can be routed, queued and connected to your agents just like a phone call. Agents or company experts can work in real-time with multimedia access from any location offering secure internet access driving first-call resolution. |