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Nortel Contact Center 6.0 suite
Contact Center 6.0 is a single-suite contact centre solution aligning previously separate Symposium-branded applications into one streamlined offering. It can increase contact centre efficiency and provide a more effective customer experience regardless of the shape, size or type of contact centre you operate.
Nortel Contact Center 6.0 is a fully integrated suite of contact centre solutions, offering a full range of functionality covering inbound and outbound voice, multimedia (email, text chat, video) and computer-telephony integration (CTI). It also offers a multimedia-ready agent desktop along with all the supervisor tools to manage a multimedia contact centre. The highlights include:
- Open multimedia queue - allows skills-based routing, reporting and management of multiple contacts channels.
- Outbound Campaign Manager - creates, modifies and monitors outbound campaigns with the same real-time displays and historical reporting management tools used for inbound calls.
- Contact Centre Agent Desktop - provides a single agent interface for the management of all contacts regardless of media type.
- Report Creation Wizard - allows you to generate custom reports without the use of third-party report writers.
- Supervisor enhancements - such as new real-time display and historical reporting options.
- Increased resiliency options - reducing unplanned downtime and facilitating disaster recovery.
- Universal networking - provides network skill-based routing, reporting and management of multiple contact channels across a variety of Nortel switch platforms, creating a virtual contact centre with unprecedented flexibility.
- Integrated multimedia - blends inbound/outbound voice, email, web chat, SMS and fax into one routing and reporting engine.
- Reduced system integration costs - the simple-to-use Nortel Communications Control Toolkit 6.0 allows quick and inexpensive development of desktop applications, server applications, screen pops, CRM connector and more.
Find fuller details in our datasheet (67KB).
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Datasheets