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Because Nortel IP Contact Center solutions are infrastructure-neutral, they do not require a proprietary data network and they function independently of network infrastructure — IP, TDM or mixed. As a result, companies have maximum flexibility in how they implement an IP contact center solution, with many choosing a transition to retain more of their investment. New sites usually implement pure IP for utmost agility and the lower cost of maintenance. Agents, supervisors, managers and administrators can work anywhere they have secure Internet access, not just in locations on the company WAN, using soft phones and browser-based tools. Highlights include the following: SIP contact center and Expert Anywhere, which help companies be instantaneously responsive and drive first contact resolution; a streamlined CSR desktop with consistent new tools for simplifying multimedia contact handling and boosting productivity; fully integrated outbound management, supporting proactive service; next-generation CTI capabilities to integrate applications rapidly in an easy-to-use development environment; and a reporting wizard that lets managers use the same browser-based tool to create custom reports. Nortel has also introduced Contact Recording and Quality Monitoring, which is fully integrated into IP Contact Center.
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