Ethernet Switching Reference Guide

Symposium Call Centre Server
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Symposium Call Centre Server
Overview
Symposium Call Centre Server (SCCS) offers a complete and powerful communication solution for dynamic
contact centres, providing skill-based routing, comprehensive management and reporting and real-time
displays for agents, supervisors and managers. Symposium Call Centre Server supports Meridian 1, CSE1K,
DMS Centrex, or SL-100 environments.
Symposium Call Centre Server also enables you to leverage your contact centre investment by using VoIP.
Regardless of your business environment - single site or geographically dispersed - you can use
Nortel Networks IP contact centre solutions to simplify management and administration and to extend
contact centre capabilities to agents anywhere - in branch offices or working at home.
Customer Profile
• Small to large dynamic contact centre
environments that require a great deal of
sophistication, agility and differentiation
in the care offered to customers
• All verticals (eg Financial, Hospitality,
Government, etc) that need to provide 24/7
service to their customers or clients
• Call centres requiring true skill-based routing
• Standalone, networked or virtual state of
the art call centres, including networked
skill-based routing
• Outsourced call centres (service bureau)
• Call centres utilising branch office or remote
(at home) agents
• Multimedia customer contact centres (voice, fax,
email, web) using blended environments
• IP contact centres
Defining Needs
• Do you want customer service to be a key
differentiator for your business?
• Do you need a focal point for customer
service/relationship in your business?
• Are looking for a powerful and flexible business
solution for your customer care needs?
• Do you want to customise your call centre to build
strong customer relationships?
• Do you want to multimedia-enable your call
centre and do you have plans to use VoIP in your
call centre infrastructure?
• Do your agents have specialised skills that you
wish to use to best effect by matching them to
callers with specialised needs?
• Do you wish to provide differentiated service
to your customers such as VIP service
to individuals?
• Do you need to keep the pulse of the call centre
with true real time displays and make instant
changes to manage changing call centre
conditions (fine tune)?
• Do you want all your call centre data to be openly
available to anyone who needs it?
• Do you need to extend full call centre capabilities
to resources located away from the main centre
such as in a branch office or at home?
• Do you have agents in multiple locations
that should share calls equally between
the sites (networking)?
• Do you need to route customers to available
agents with skills anywhere in your network?
• Do you want to implement industry standard,
open, client-server architecture?
• Do you want an open third party interface
strategy and open databases for
historical reports?
• Do you need to integrate your call centre
into your business using open connectivity?
• Do you want to track each call from start to finish
to get the data to fine tune your call centre?
• Are you suffering from increased
customer expectations?
• Do you want to build the right solution for your
business, today and tomorrow?
• Do you want to exceed your customer’s
expectations by providing outstanding service?