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Multimedia Customer Contact Centre Solution 211
Multimedia Customer Contact Centre Solution
Customer Needs
• Create a tightly integrated Customer Contact Centre that converges voice and data technologies
with Internet services in a reliable, flexible and scalable way, evolving seamlessly in line with
business requirements
• Make optimum use of skilled resources in handling customers’ queries by applying skill-based routing
to telephone, email and web queries, ensuring that the customer is served by the agent with the right
knowledge every time
• Automate the Multimedia Contact Centre, bringing applications (such as CRM) together with CTI,
automating tasks and empowering agents with critical customer information
• Deliver personalised one-to-one service that differentiates your business while at the same time
increasing profitability
• Equip customer service representatives with powerful tools to provide outstanding customer service,
delivering seamless, personalised and consistent responses to customers for email, web requests, or
telephone transactions
• Provide 24/7 access to services via Periphonics IVR self-service solutions that tightly integrate with Web
and CTI applications
• Transform the traditional call centre into a powerful, unified, multimedia customer interaction centre
• Respond to customers constantly changing demands by delivering superior personal service over the web
• Direct customers to the right help, right away, regardless of the contact method with skill-based routing
• Comprehensive, easy-to-use management tools to provide managers and supervisors with the real-time
information required to monitor performance and react immediately
• Detailed reports to provide historical information - to measure Contact Centre and agent performance,
to track trends and to plan
• The ability to operate more effectively, reducing operating costs and to build customer loyalty in today's
highly competitive world
• Give customers the reassurance that live agents are available should they need help or if something goes
wrong with their Web-based order
• Offer sophisticated customer guidance through web collaboration and page sharing – with a choice of
voice or text chat
• Provide self service applications that free up agents from repetitive and tedious tasks in order to deliver
superior customer service to valuable clients and more complex calls
• Customer information input to be displayed on the agent ’s desktop, eliminating the need to ask the
customer for information twice
Nortel Networks Solution
The Nortel Networks Multimedia Customer Contact
Centre solution incorporates many of the
Symposium and Periphonics portfolio products to
create a powerful portfolio of customer-focused
business applications. No longer “just call centres”,
Nortel Networks CRM Integrated Multimedia
Contact Centre provides true multimedia-based
transaction processing.
So whether you choose an off the shelf integrated
solution or create your own via our suite of open
interfaces, Nortel Networks offers a powerful
set of products to create world-class customer
care applications.
The specific products in the Multimedia Customer
Contact Centre consists of:
Consistent Customer Experience