POWERFUL DESKTOP TOOL ENHANCING CUSTOMER INTERACTION. comes state

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POWERFUL DESKTOP TOOL ENHANCING CUSTOMER INTERACTION. comes state

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SYMPOSIUM AGENT
POWERFUL DESKTOP TOOL ENHANCING CUSTOMER INTERACTION.
comes state-of-the-art call center technology, Nortel Networks offers Symposium Agent, sophisticated call center agent productivity solution. This Windows based software application significantly boost agent productivity, deliver better customer service increase revenue. Symposium Agent puts information agents' fingertips allowing them focus addressing customers' needs rather than collecting customer information. Agents even make receive phone calls simple point click mouse with Symposium Agent's desktop telephony capability.
HOTO
AGENT'S THREE-TIERED SOLUTION FITS CALL CENTER
Three Symposium Agent packages available meet your call center needs. your needs change, easily migrate more comprehensive package.
TURN YOUR CALL CENTER INTO
PROFIT CENTER
Symposium Agent Package very cost-effective Computer Telephony-Integration (CTI) solution that delivers screen pops agent's desktop computer with each inbound call. Screen pops used with Windows application based digits collected from Interactive Voice Response (IVR), Automatic Number Identification (ANI) Dialed Number Identification Service (DNIS). Data sources accessed using keystroke macros through Dynamic Data Exchange (DDE) Object Linking Embedding (OLE).
Symposium Agent's built-in Call Rule Wizard makes simple establish call rules identify specific trigger events that will generate screen pops. Data from both Customer Information Management (CIM) databases contact management databases used pre-fill agent's screen with necessary information eliminating tedious data gathering. benefit this package ability deliver information agent even before call answered saving both customer agent valuable time.
Symposium Agent applications simple screen customer information accessed from enterprise database, sophisticated tailor-made application that navigates agents step-by-step through entire transaction. example, call center managers create scripts that guide prompt agents through pictures, graphics text up-sell additional products services such extended warranty plans complementary accessories. When agents have on-screen tools work more efficiently serve customers better, they increase sales either through improved selling techniques winning customers' confidence appreciation over long-term, ensuring they'll come back when time buy. This advanced technology differentiate your company from competition thus increasing sales, reducing training operating costs transforming your call center into profit center.
everaging Nortel's leadership position
call center industry, Nortel Networks offers Symposium, sophisticated portfolio providing multimedia communications solutions call center Enterprise. Symposium drives your business, creating best-in-class solutions, maximizing cost savings, productivity customer relationships.
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SYMPOSIUM
Symposium Agent Package adds ability control telephony functions right from Just pointing clicking, agents answer, place hold, release, conference transfer calls. Plus they have classic call center functions, such in/Log Ready/Not Ready. Agents view their individual statistics (total inbound/outbound calls, talk time, etc.), access their personal call which provides call-by-call data. This enables agents monitor their performance given time better achieve established targets. Symposium Agent Package adds software development tools that lets call center managers create customize sophisticated call guides. Since call centers alike, call guides tailored support specific campaigns customized match agents' skill sets. Call guides offer agent pre-defined scripts, hyperlinks buttons that used intelligent branching quickly efficiently guide them through even most complex transactions. Agents also access data from legacy systems external applications right from call guide screen without losing customer information.
Call guide call scripting features decrease agent training time, reduce repetitive tasks, provide on-line cues help agents personalize each call. glance, agents view customer profile, call script with hyperlinks, selling tips, price list with everything takes offer unparalleled service make sale. enhanced productivity customer service action, check Symposium Agent. more information contact your local authorized Nortel Networks distributor call 1-800-4 NORTEL. visit website www.nortelnetworks.com.
PRODUCT PREREQUISITES CLIENT REQUIREMENTS
Pentium-class (90MHz) with CD-ROM Minimum RAM, free disk space Microsoft Windows Windows Windows
SERVER REQUIREMENTS
Pentium-class Windows Server Symposium TAPI Service Provider
MERIDIAN REQUIREMENTS
Meridian Agent telsets must configured sets Meridian Option 11-81:X11 Release higher (Option Compact supported.)
CONNECTIVITY OPTIONS
Symposium Call Center Server TAPI Direct Connect Option Meridian Link
INTEGRATION OPTIONS
Meridian DMS-100 Meridian SL-100 Symposium Standardized integration packages available
Symposium Agent Package Customized Call Guide
VISIT SITE INTERNET http://www.nortelnetworks.com more information, please contact your authorized Nortel Networks account representative call 1-800-4 NORTEL (1-800-466-7835). U.S.: Northern Telecom 2375A North Glenville Richardson 75082 Telephone: 1-800-4 NORTEL Northern Telecom Inc. 2305 Mission College Boulevard Santa Clara, 95052 Telephone: 1-800-4 NORTEL Canada: Northern Telecom Canada Limited 8200 Dixie Road, Suite Brampton, Canada Telephone: 1-800-4 NORTEL Caribbean Latin America: Nortel CALA Inc. 1500 Concord Terrace Sunrise 33323 Telephone: (954) 851-8000 Europe: Nortel Limited Maidenhead Office Park Westacott Maidenhead, Berkshire England Telephone: (44) (1628) 432000 Asia: Northern Telecom (Asia) Limited 34th Floor, Central Plaza Harbour Road, Wanchai Hong Kong Telephone: (852) 585-2888
©1998 Northern Telecom Inc. Published Northern Telecom Publication Reference P0883668 Printed November 1998 Schedule Contract Number GS-35F-1130-D Nortel Networks, globemark, Meridian, Symposium trademarks Northern Telecom. other trademarks property their respective owners. Information subject change. Northern Telecom reserves right make changes, without notice, equipment design engineering manufacturing methods warrant. Product capabilities availability dates described this document pertain solely Northern Telecom's marketing activities United States Canada.
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