After a R5 million investment and six months in the making, Grintek Telecom hopes its new technology room will convince customers of the benefits of the technology offerings it provides and convert browsers into buyers.
Most of the equipment on display belongs to the Nortel brand and is geared at improving the flow of communication within the office as well as demonstrating call centre possibilities. The majority of products focus on voice/data convergence, with Nortel's voice over IP strategy prevalent in the technology.
The call centre display includes Symposium Agent, which offers a soft phone as well as thin client software to facilitate "screen pops". When a user dials into the call centre, all of the user's information from previous interactions with the call centre pops up onto the operator's screen, enabling the operator to deal with the call more effectively. Call centre management has access to real-time and historical data about the call centre's performance, and individual operators can also be monitored in great detail.
The Ascom Smile consol, also on display within the technology room, demonstrates both the switchboard operator's console and the benefits to the personal assistant.
CallPilot demonstrates a unified messaging solution, with all voicemail, fax and e-mail routing to the user's desktop.
Some of the demonstrations the technology room allows include the intelligent rerouting of calls over a switch-based network if the IP connection goes down, as well as how the connection is renegotiated automatically once the link comes back up. Grintek hopes that once customers see the solution working in a live environment, they will be more inclined to invest in the technology.
Nortel acquired Bay Networks during the telecom/data convergence rush over a year ago, enabling it to develop the network/telephony products on display.
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