Nortel Nortel Passport 8100, Reference Manual, Page: 222 / 252

Value Proposition
With an increasing number of customers choosing
mixed media interactions, the CRM Integrated
Multimedia Contact Centre solution can help
companies capture new customers and deliver
higher levels of service to customers who choose
to interact over the Web, e-mail or by traditional
means such as the telephone. By blending phone
calls and Web inquiries into the same service queue,
customers can choose to interact with a service
centre through traditional, Web-based channels
or sophisticated self-service options and can
expect high-calibre service with each contact.
Key Benefits
• Phone calls and web enquiries blended to the
agent ’s desktop, to make full use of your
customer care resources
• Helps to improve customer satisfaction and
loyalty through telephony self-service, online self-
service and live interaction in a truly collaborative
environment
• Skill-based routing to ensure both voice callers
and web visitors are routed to the right agent
whilst reducing costs and increasing efficiency
• Enables your customers to use their preferred
form of communication - email, Web, phone or
fax - to reach you 24 hours a day, 7 days a week
• Handles Web interactions and e-mail with the
same ease and efficiency as telephone calls,
improving your overall customer service
• Helps to increase job satisfaction and staff
retention by making your agents more productive
and adding variety to their work
• Helps you improve agent productivity and
address your customers concerns effectively using
superior management tools including real-time
and historical reporting that unify information on
managers’ and supervisors’ desktops
• Adapts and grows with your evolving business
needs and easily integrates with other contact
centre solutions and 3rd party applications such
as CRM applications from Siebel, SAP and others.
For further information contact your local
Nortel Networks Representative
Multimedia Customer Contact Centre Solution 213
PSTN
Meridian 1/CSE1K
(with Symposium Agent Greeting)
Multimedia
Customer
Call Back
Web Collaboration
Multimedia
Customer
Symposium Web Client
Operations & Management
Symposium & Peri IVR
Multimedia Agent
with CTI, Desktop Displays
Customer LAN
Business
Applications
Centralised
Customer Database
MPS100/VPSis
IVR
IPML
Symposium Call
Center Server
Email & Web Servers
(Customer Interface)
Symposium
Web Client
Symposium
Agent Server
TAPI
Server
Symposium
Web Center
Portal
WAN
Internet
WWW
Figure 1: Nortel Networks Multimedia Customer Solution