Ethernet Switching Reference Guide

• Reduces the physical demands on agents’ voices -
standard and consistent greetings are heard by
the customer regardless of agent mood or time of
day, this enhanced greeting quality results in
improved customer service
• Enhanced greeting quality - agent effectiveness
and customer service is improved, this improved
call quality will in turn lead to customer loyalty
• Improves customer service - giving agents a few
extra seconds to transition from one call to the
next enables them to be better prepared to give
each customer their undivided attention
• Enhances customer loyalty - higher agent
satisfaction and improved agent retention have a
positive impact on customer satisfaction levels
and ultimately customer loyalty as customers
establish and grow relationships with a company
• Reduces noise levels - agents are actually
speaking less, thus reducing the call centre noise
level and minimising the distraction of
background noise for both customers
and agents
• Offers ease of use - Agent Greeting is easy to use
for both agents and supervisors and because it's
easy to use, they'll use it! In real-time, high-
volume call centres ease of use is a primary
requirement
• The value proposition offered by this feature are
an additional revenue opportunity, increased
greeting quality, increased agent effectiveness
and improved customer loyalty
• Robust and scalable solution to meet the high
inbound (approx 300 calls per day) and
sophisticated contact centre requirements
Features and Benefits
• Enables agents to easily pre-record
standard greetings
• Supports agent and skill set specific greetings for
SCCS/SECC environments
• Supports agent-specific greetings for M1 ACD and
Meridian MAX environments
• Provides Visual Key flash and
Conferenced Greeting
• Offers Web-based interface for Agent Greeting
card OA&M
• Supports remote loadware/DSP firmware
upgrade over IP network
• Provides telephony-class high reliability
• Supports 24 greeting ports per card-up to 72 ports
total
• Supports up to 1200 configured agents in a multi-
card environment
• Integrated VPS-Agent Greeting
system solution
• Emulates XDLC (M2616 Aries set)
• Remote Loadware/DSP firmware upgrade over IP
network
• Tight integration with the Meridian 1 / Succession
CSE 1000 speeds information flow by minimising
delays in processing calls and taking messages
• Telephony-class, high reliability design reduces
possible system outages
• Security features reduce the chance of fraud and
theft of intellectual property
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Symposium Agent Greeting
Ordering Information
For further information, please contact your local Nortel Networks Representative.