Power Help Manage Presenting MIS, Nortel Networks powerful Call C

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Power Help Manage Presenting MIS, Nortel Networks powerful Call C

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Power Help Manage
Presenting MIS, Nortel Networks powerful Call Center Management Tool Software Release Your bottom line customer service
today's competitive environment, optimizing performance your communications system vital component fight maintain customers. quite simply, better manage your Automatic Call Distribution (ACD) operations, more efficient your business will providing best quality customer service most cost-effective manner. With Nortel Networks powerful Call Center Management Information System MIS) Release your side, you'll able achieve greater control your Centrex Call Center operations. Whether your business consists single location spread across network sites, will meet your objectives with higher degree functionality reliability than ever before.
Combine resources enhance ability handle calls
Networking allows take advantage combining resources from multiple sites. addition, allows your Centrex Call Center managed from local, regional global perspectives. This "next generation" allows manage your entire operation giving access real time statistics, historical information reports that consolidated from your locations generated site-by-site basis. lets accomplish more with following features: Configuration Control enables change parameters both locally across your network. Reporting control your Centrex Call Center support customer operations from small single location 30,000 agent multi-location network
Powerful Time Zone management takes confusion managing call centers that cross multiple time zones systems connected together form single call center network Each connected DMS-100/DMS-500/MSL-100 switches With optional Host Link Redundancy, have redundant link each
Network
CENTREX CENTREX
AGENTS
AGENTS
SUPERVISOR TERMINAL
SUPERVISOR TERMINAL
Skillset Routing matches customer with agent best able handle call
Along with many overflow/routing capabilities provided with Centrex ACD, your call center-no matter what size- take advantage more intelligent routing capabilities. Skillset Routing allows agents grouped according their skills. These skillsets configured receive calls independently from each other share calls across network skillsets. skillsets grouped together. Depending call center requirements, supervisors have ability alter routing that these groups either share calls, independently, configured handle only certain skillsets.
totally flexible system proactive management
enhances your ability monitor control your call center environment allowing choose from multitude options tailor system meet your specific needs. Everything need know ensure delivering fastest best customer service your fingertips. Manage your call center proactively with: Flexible reporting historical data minute intervals Real-time agent group performance monitoring individually customizable screens Displays agent status queue statistics Customized formulas that created real-time screens reports Historical archiving reporting Real-time scheduled reporting functions Call Center configuration changes that made real-time scheduled handle current forecasted calling traffic
Consolidation real-time historical data across partitions (multiple tenants) across your network Real-time historical reporting agents' secondary directory numbers
Enhance productivity with Windows-based design
latest release takes full advantage simple operation Windows 95/98 Windows Release provide standardized user interface reduce training time your supervisors agents. Windows-based design easier use, easier learn. benefit simple: more productivity. User-friendly features include: Pulldown menus with options commands Comprehensive on-line help menus Capability viewing multiple screens time Toolbars quick access frequently used commands Graphical representation calls agent statistics
Reports need them
intuitive report interface simplifies generation reports that most needed your specific business requirements. reporting features have been enhanced give ability print reports five categories: standard, personal, public, system event log. Reports printed schedule needed paper, screen, tabular reports also sent machine e-mail address through Microsoft Exchange. Supervisors also have ability develop their customized formulas used reports.
powerful reporting tool insights into call center efficiency
Every organization unique. That provides both standard customizable reports. example, your supervisors create their personal report formats monitor desired parameters within their groups. With color coded, customizable screens, your supervisors see-at glance- areas that need addressed better meet customer demand manage call center optimal efficiency. Thanks wide variety detailed customizable reports available, your patterns traffic better understood. This turn will allow adjustments made quickly bottlenecked areas, ensuring that able design long term strategies continue providing winning customer service support.
Multiple users provide cost savings
allows distinct tenants departments share single system. fact that multiple tenants using same system transparent supervisors agents. provides firewall protection, privacy ensured. addition, each tenant benefit complete functionality, including their data, reports, real-time statistics, configuration control. making multi-tenant partitioning, cost single system spread across multiple businesses departments effective service bureau operations.
With graphical report build screen, reports viewed they built. Supervisors save time effort while easily generating reports that convey information they need. This feature also allows them look same information different formats, such charts, graphs, line graphs, added advantage this reporting feature that allows quickly create data export files with other software applications such work force management. Reports consolidated across network location location basis. Release also provides real-time historical reporting both primary secondary lines.
View real-time agent productivity call queue efficiency
real-time screens allow supervisor manage dynamically changing call center. With information provided real-time screens, supervisor what actions, changes adjustments needed order give customers best possible service. well, Agent Status window displays instantaneous real-time status your call center agents allows view information: subgroup, group, global another supervisor's agents individual location across your entire network With visual alarm indication exceeded thresholds agent emergency conditions Queue Statistics window provides information about efficiency with which group handling calls. Supervisors have option using standard display formats: tabular queue, graphic queue, graphic grade service, group summary. addition, supervisors also have ability create their personalized display formats.
power make dynamic operational changes
Configuration Control load management, allows quickly conveniently view adjust parameters your call center both locally across network. This powerful, userfriendly tool that allows perform dynamic call center operational changes such traffic control, modifying call queues staff reassignment. Real-time load management will help optimize resources while giving competitive edge. Changes scheduled they adjusted real time, ensuring maximum queue agent performance while maintaining cost effectiveness.
Assign agents skillset groups regardless where they
Using Automatic Position Reassignment feature, allows your supervisors flexibility associate agent's login with particular group. This insures that agent gets call they responsible for, while allowing flexibility agent location. This option agent basis.
clock perfect timing
Release system ability receive timing directly from DMS-100. This ensures that only clock being used control reports real-time displays.
Keep your agents informed
supports line Nortel Networks wallboards. wallboards, ranging from singlecolor/single-line multi-color/mulit-line displays, attached directly supervisor's daisy-chained added coverage. addition, thresholds various agent queue statistics allow audible alarm, along with data, displayed wallboard. also generic wallboard interface that allows connection other wallboard systems.
Technical Specifications
Capacities
systems network switches supported node switches supported network Supervisor terminals-(per MIS) Partitions (multiple tenants) BHCA (with faster CPU) 200,000 Groups (per MIS) 1,024 Groups (networked) 3,000 Active agent positions (per MIS) 9,999 Active agent positions (per network) 30,000 Agent (per MIS) 9,999 supervisor login (per MIS) ACD-DNs (per MIS) 17,408 Report parameter definitions (per partition) Threshold definitions (per MIS) Scheduled reports (per partition) 1,000 Scheduled change orders (per partition) 1,000 Customer formulas (per statistical group partition) Wallboards
Software Release 4-What's glance
Standard Features Statistics Reporting secondary agent lines Walkaway code reporting agent Locate agent function Multi-line multi-color wall board support Full Windows support modes Time synchronization between Optional Features Networking capability CCMIS systems switches MIS) Partitioning across network (multiple tenants) Link Redundancy Variable interval schedule enhancements reports: minutes
Windows Supervisor Terminals
Pentium Serial port Ethernet card (optional) Serial parallel port local printer (optional) card with 256K color monitor Windows Windows (Windows release also supported) Mouse
Printers
following printers supported MIS: LaserJet 100% compatible) Rugged Writer Epson Epson FX850 100% compatible)
Wallboards
following hardware required wallboard configurations: Single-line Multi-line Multi-color wallboard back-to-back modems unit over 10,000 feet from system)
Software Release
power help manage.
United States: Nortel Networks Davis Drive Research Triangle Park, North Carolina 27709
Canada: Nortel Networks 8200 Dixie Road, Suite 100, Brampton, Ontario, Canada
more information, please contact your local Nortel Networks account representative call 1-800-4-NORTEL 1-506-674-5470 from anywhere North America.
http://www.nortelnetworks.com
*Nortel, Nortel Networks, Nortel Networks corporate logo, globemark design, World Shares Ideas, Unified Networks trademarks Nortel Networks. other trademarks property their owners. Copyright 1999 Nortel Networks Corporation. rights reserved. Information this document subject change without notice. Nortel Networks Corporation assumes responsibility errors that appear this document.
50060.06/07-99 Issue

Power Help Manage Presenting MIS, Nortel Networks powerful Call C

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