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The IP Contact Centre solutions building blocks are:
• Infrastructure based on Meridian 1 Option 11 to 81
or Succession CSE 1000 product lines, including
Meridian Internet Telephony Gateway (ITG) and
i2004 Internet telephone sets
• Contact Centre functionality based on
Symposium Call Centre Server 4.0 or higher and
Symposium Express Call Centre 3.0 or higher
• CTI using Meridian Link Services, TAPI Server 2.3
or higher and Symposium Agent 2.3
• IVR based on Meridian Mail, Periphonics
MPS100 or VPS/is
These Nortel Networks IP Contact Centre solutions
have been pre-tested and verified to work with
Meridian 1 Internet Enabled (IE) and Succession CSE
1000 configurations. New products in the portfolio
have also been tested and verified to work with
existing applications (eg CTI control of the new
i2004 Internet Telephone sets).
This removes integration risks when deploying
these solutions.
Solution Value Proposition
Nortel Networks IP Contact Centre solutions enable
businesses to unleash the unprecedented profit
potential of the Internet, offering unparalleled
choice and customisable solutions for integrated
business communications.
With Internet Telephony, businesses can extend
their contact centres to agents anywhere, while still
providing a seamless experience for customers and
suppliers. This flexibility can help attract and retain
customers by making it easier to conduct business
with them – anyway and anytime.
Benefits of Nortel Networks IP Contact Centre
Solution include:
• Build more profitable customer relationships
by giving remote agents the powerful,
feature-rich applications they need to deliver
superior service
• Speed up answering and extend your hours
of service to meet the high expectations of
today's customers
• Increase savings and reduce operating costs by
converging your voice and data infrastructures
and simplifying contact centre management
• Extend your contact centre to reach the most
appropriate agents - by distributing calls to
company branches and even home offices via
reliable, cost-effective Voice over
IP (VoIP) solution
• Deploy VoIP technology for your business today
without overhauling or buying entirely new
communications infrastructures
• Improve employee satisfaction and staff retention
by addressing the needs of your geographically
dispersed workforce
• Simplify contact centre expansion to support
seasonal business or new program requirements
For further information contact your local
Nortel Networks Representative
IP Contact Centre Solution
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