Nortel has launched Contact Centre 6.0, a single-suite contact centre solution aligning previously separate Symposium-branded applications into a single streamlined offering.
CC6.0 is aimed at increasing contact centre efficiency and providing a more effective customer contact experience in the virtual enterprise.
Nortel VP for Africa Yves Roux says Contact Centre 6.0 will be easier to manage and less costly to implement than single box solutions now being supplied by a myriad of vendors. It also offers more services and revenue generating opportunities with new functionality such as the new Outbound Campaign Manager.
A range of innovative product enhancements will simplify contact centre management and increase the effectiveness of the contact centre, while numerous security enhancements will better protect businesses.
It also offers an IP or TDM converged platform for voice, multimedia and outbound communications with integrated CTI for an "all-in-one" solution, while providing the foundation for the SIP Contact Centre.
Highlights of Contact Centre 6.0
Open Multimedia Queue allows skills-based routing, reporting and management of multiple contact channels, improves productivity and provides consistent handling of customer contacts regardless of the media type.
Integrated Outbound Campaign Manager provides a fully blended contact centre, using the new Outbound Campaign Manager to create, modify and monitor outbound campaigns, including integrated real-time and historical reporting, maximising agent productivity.
Unified Agent Desktop provides a single agent interface for the management of all contacts regardless of the media type. It includes everything the agent may need for inbound, outbound and multimedia contact channels including an intuitive Web-browser interface based on industry standard Microsoft .NET smart technology.
Next generation SIP-based contact centre supports new and emerging media-independent communications channels such as video, chat and IM and multimedia agents anywhere on any SIP-enabled device.
Simplified licence management provides reduced cost of ownership with centralised control of application licensing for all elements on individual nodes and on all nodes in a network. This provides licence flexibility for resiliency and disaster recovery configurations.
Increased resiliency options with automatic or manual fail-over provide a high availability solution for the Contact Centre portfolio applications, reducing contact centre unplanned downtime and also facilitate disaster recovery strategies.
Campus, geographic and contact centre multimedia redundancy with shadowing capability allow real-time replication of databases to local or remote standby servers.
Open heterogeneous networking gives the ability to deploy virtual contact centres across all Nortel switch platforms and Nortel IVR systems.
Reduced system integration costs with Communications Control Toolkit 5.0/6.0, a simple to use converged middleware and integration toolkit based on standard development components (.NET classes and Win Form Controls) allowing quick and inexpensive development of desktop applications, server applications, screen pops and CRM connectors.
Networking enhancements that allow users to extend the reach of their contact centre with networking, resulting in more flexible deployment of agent resources without compromising functionality or reliability, including future networking integration with Nortel SIP call servers (MCS 5100) as well as non-Nortel systems.
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Nortel is a recognised leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world`s most critical information. Our next-generation technologies, for both service providers and enterprises, span access and core networks, support multimedia and business-critical applications, and help eliminate today`s barriers to efficiency, speed and performance by simplifying networks and connecting people with information. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at www.Nortel.com. For the latest Nortel news, visit www.nortel.com/news.
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