Nortel Nortel Passport 8100, Reference Manual, Page: 221 / 252

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Multimedia Customer Contact Centre Solution
• Symposium Web Centre Portal - facilitating
e-mail, Web-based and telephony-based
communications that enable companies to
optimise call centre effectiveness and enhance
customer service with a comprehensive set of
modular Web-based business solutions
• Symposium Call Centre Server - providing
networked skill-based routing, comprehensive
management and reporting and real-time
displays for supervisors and managers with a
complete communication solution for dynamic
contact centres.
or
• Symposium Express Call Centre can also be used
to deliver sophisticated skill-based call routing and
management reporting to departmental or small
to medium enterprise customer care centres
• The Symposium TAPI Service Provider - acts as the
‘glue’ that enables a business to bring together
disparate systems and multiple customer touch
points, such as phone, email and the Web. TAPI
Service Provider 2.3.1 is making integrations with
business applications even easier with
Symposium Communications Driver for Siebel 7
that will be available from January 2003 and
SAPphone R/3 compliancy from SAP.
• Symposium Agent - offering an excellent desktop
computer telephony framework that takes full
advantage of industry standard desktop and
server components
• Symposium Agent Greeting - automating the
agent's greeting enabling the agent to pre-record
a standard greeting that can be played to the
customer before the agent handles the live call
• Symposium Call Centre Web Client - offering
superior management tools that better equip call
centre managers using Symposium Call Centre
Server Release 4.0 or higher to make improved
business decisions and respond faster to
customer needs
• Media Processing Server 100 (MPS 100) – a
compact, aggressively priced Interactive Voice
Response (IVR) system designed specifically for
the small to medium-sized contact centre
environment. Features tight integration with
Symposium Call Centre Server via IPML
or
• Periphonics VPS/is – is a scalable multi-media,
self-service platform that provides sophisticated
self-service solutions. VPS/is offers a full range of
Advanced Speech Recognition capabilities
including Natural Language Understanding,
Speaker Verification and Text-to-Speech. Features
tight integration with Symposium Call Center
Server / Symposium Express Call Center via IPML