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Create versatile, end-to-end customer contact centers that deliver complete, seamless customer experiences.
Nortel Contact Center Manager Server (CCMS)
Nortel Contact Center - Multimedia
Nortel Communications Control Toolkit
Contact Center - Express
Contact Center 6.0 Highlights
The Nortel Contact Center 6.0 (CC6.0) is a contact centre solution that integrates Symposium applications into a single streamlined offering. The results are easy management and a cost effective solution that provides new and innovative product enhancements, an increase in services and revenue generating opportunities.
A scalable solution for dynamic contact center environments using VoIP.
- Intelligent Call Handling - Customize call routing and treatments based on customer defined combinations of call center conditions
- Skill-based Routing - Route callers to the resources best equipped to handle specific inquiries or customer segments
- Comprehensive Management Reporting - Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends
- Open Interfaces - Supports third-party applications such as readerboards, workforce adherence and scheduling
- Investment Protection -- Grows and adapts to your company's evolving needs, employing open architecture, flexible design, and built-in scalability
The web offers a reliable, real-time, consistent and highly accessible environment in which people can obtain and share information. The Contact Center - Multimedia allows businesses to "web-enable" their contact centers, expanding their options and capabilities with communicating and conducting business with their clients.
A Microsoft Windows 2000 client/server multimedia software-only contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center - Express applications.
- E-mail Manager with Click-to-Call: Multiple advanced routing capabilities for emails and phone calls
- Multimedia Manager: Enables "blending" of electronic transactions and of voice. When combined with Contact Center Manager Server or Contact Center - Express applications, this ensures call routing to the most qualified agent's desktop.
- Web Communication Manager: Features include real-time, on-line communication and collaboration between agents and customers, text-Chat supports Web-based agent/customer discussions and web-on-hold that streams media (i.e. video, images, web pages, etc.) to the customer's browser while they are waiting for connection to a live agent.
The Communication Control Toolkit 5.0 is the evolution of Nortel’s Computer Telephony Integration (CTI) products, acting as the middleware platform for the Communication Server 1000 switch range and MPS 500 and MPS 1000 Self Service platforms.
The Communication Control Toolkit incorporates the features of Symposium TAPI SP 3.0 and IVR CTI 2.1 with the following new features:
- A new easy-to-use graphical toolkit based on Windows Form Controls
- A reference implementation—this implementation can be used in testing, and can be easily modified to create a custom client application.
- Support for Windows Server 2003 Standard Edition and Enterprise Edition
- Enhanced security—a secure transport layer based on TCP sockets provides authentication and security for the toolkit.
- Firewall friendliness
- Citrix/Terminal Services support—the toolkit is designed to operate in a terminal services environment supporting both Citrix and Microsoft Terminal Services.
A server-based software application that is supported on the Meridian 1 and Succession 1000 platforms. The application delivers a wide array of solutions to departmental-level or smaller contact centers with up to 150 active agents.
- Skill-based routing: combined with call treatments, improving caller response and reducing handling time.
- Comprehensive management reporting tools: real-time displays and historical reports reflecting contact center activity, agent performance, resource utilization and trends; open database connectivity supporting merging call data with other corporate data, thereby facilitating timely and informed operational decisions
- Open interfaces and architecture: provides easy integration with related applications, flexible design and built-in scalability
- Open Multimedia Queue: skill-based routing, reporting and management of multiple contact channels
- Integrated Outbound Campaign Manager: creates, modifies, monitors and reports on outbound campaigns
- Unified Agent Desktop: provides a single agent interface for management of all contacts
- Report Creation Wizard: along with other supervisor client enhancements
- Next generation SIP-based Contact Center: supports new and emerging media independent communications
- Open heterogeneous networking: allows for deploying virtual contact centre across all Nortel switch and IVR platforms
- Reduced system integration: costs with Communications Control Toolkit 5.0/6.0, based on standard development components
- Networking enhancements: more flexible deployment of agent resources
- Nortel Contact Recording and Nortel Quality Monitoring: fully integrated to Nortel's Communication Server 1000 and Contact Centre solutions
 Contact Center Manager Server Product Brief
Contact Center - Multimedia Product Brief
Communication Control Toolkit
Contact Center - Express Product Brief
NORTEL NETWORKS WEBSITE
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For more information, please e-mail us at infotoronto@smiston.com.
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