Making the most of your resources.
With features like skill-based call routing, real-time
and historical management reporting and flexible call
scripting, Nortel Symposium Call Center Server can provide
your call center with increased operational efficiency
and the ability to customize service to callers. The
architecture of the Symposium Call Center Server is
based on a client-server configuration, which means
call routing and management capabilities are distributed
among processors to make the best use of system resources.
Skill-Based Routing
Based on skill sets and agent priorities, Symposium
will determine which skill set(s) are required for
each call and deliver the call to the appropriately
skilled agent.
Network Call Routing
Calls and agents can be distributed and managed across
multiple sites with the same efficiencies as in a
single-site call center environment.
Flexible Call Scripting
Customers can easily tailor scripts to define the
routing and treatment of individual calls based on
real-time conditions, call requirements and agent
skill sets.
Management Reporting
Real-time information is displayed in customizable
graphic user interface (GUI) screens on supervisors'
workstations. Historical statistics can either be
displayed in one of the standard system reports, or
accessed via open interfaces (OBDC, SQL) for consolidation
and reporting with a third-party application.
Ease of Administration
The administrative and maintenance tools for Symposium
and the Nortel Meridian 1 PBX (required to use Symposium
Call Center Server) can be accessed from an operations
workstation on Nortel's dedicated LAN, or from any
client on the customer LAN equipped with the appropriate
software.
Integration Capabilities
Symposium will integrate with voice processing systems
(Meridian Mail, Open IVR, Integrated IVR) and computer
applications (CTI using Meridian Link, client-server
for agent desktop, outbound dialing, Internet and
wallboards.)
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