Contact Center Portfolio
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- Contact Center - Manager Server
Contact Center - Manager Server offers seamless networking, comprehensive real-time
reporting, flexible call handling, and enables advanced eBusiness applications for
dynamic contact centers.
- Nortel Contact Center Manager Administration
The Contact Center Manager Administration introduces superior management tools that
better equip call center managers to make improved business decisions and respond
faster to customer needs, thereby improving productivity and strengthening customer
relationships.
- Contact Center - Multimedia 4.0
Contact Center - Multimedia empowers businesses with the capability to enhance customer
interactions through a management solution that routes, tracks, and reports on electronic
inquiries from the enterprise's website.
Nortel Agent is a web technology based software framework that enables call center
agents to provide even more intelligent and personalized customer care.
Agent Greeting is a simple, easy to use solution that enables contact center agents
to pre-record standard, or multiple greetings that can be played to each customer
before the agent handles the live call.
- Communication Control Toolkit 5.0
Communication Control Toolkit is the new Nortel next-generation CTI (Computer Telephony
Integration) middleware platform for all Call Center and Interactive Voice Response
environments.
Remote Agent Observe delivers a simple, cost-effective solution with powerful remote
observe and supervision capabilities - simplifying quality assurance activities
and enabling outsourcers to provide a flexible monitoring solution to their clients.
Contact Center - Express is an entry level ACD starter product, delivering simplified
skill-based routing with sophisticated management reporting wrapped in an easy to
use User Interface.
- Symposium TAPI Service Provider
Symposium TAPI Service Provider 3.0 is the foundation for Nortel Networks Computer
Telephony Integration (CTI) solutions for the Succession 1000 and Succession 1000M
switches.
- Call Center Management Information System (CC MIS)
CC MIS enables the Call Center manager to view agent and queue statistics in real
time, generate a wide variety of standard and customizable reports, and execute
changes to ACD parameters.
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