new standards for customer service Product Brief Media Processing Server 500

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "new standards for customer service Product Brief Media Processing Server 500"

Transcription

1 set superior new standards for customer service Product Brief Media Processing Server 500 The Web sparked a self-service frenzy. But the phone remains the channel of choice for many consumer interactions. * A ny business that receives significant volumes of customer calls must have an effective way of handling those callers quickly and completely. In today s busy world, callers appreciate being able to do business with you when it is convenient for them. More and more, callers prefer the immediacy of self-service to waiting in a queue to speak to an agent. Advancements in technologies such as speech recognition, Voice over IP, and VoiceXML have reinvented self-service. Your customers can now access your Web pages from a cell phone, or conduct secure financial transactions without the need for passwords or PIN numbers. Interaction with automated systems is now much more efficient and user friendly even conversational, improving customer acceptance and opening up new application possibilities. By taking advantage of new self-service innovations, you can provide exceptional, personalised customer service while reserving your contact centre agents for complex enquiries. And for large contact centres, fast, friendly and responsive customer service is essential to profitability. Strengthen your competitive advantage by offering superior self-service through advanced speech technologies. Your customers will find it easier to do business with you and will come back again and again. Customer loyalty is the competitive advantage in business today, and Nortel Networks versatile, comprehensive Media Processing Server 500 (MPS 500) self-service solution provides a vital component for the success of your business-critical contact centre. *Forrester Research Inc. Speech Technologies: Ready for Prime Time. April 2003

2 As your business continues to change, increasing demands are continually being placed on your contact centre. To maintain a competitive advantage, you need a platform that can: Serve your customers more effectively with exceptional reliability and functionality to meet ever-increasing customer demands Support new service offerings, ensuring the viability of your hardware investment. Key benefits Improves contact centre efficiency by automating routine requests and freeing agents for more complex enquiries Delivers friendlier self-service and more personalised customer experience through robust, multi-language advanced speech capabilities Extends your Web applications to callers by utilising VoiceXML, Java, and other Internet technologies Integrates easily into your existing infrastructure without costly re-engineering, by supporting a wide variety of networking and computing protocols Supports a hybrid environment of traditional and VoIP telephony protocols that enables smooth transition to VoIP without costly hardware upgrades Expands size and capability easily so you can buy what you need today, accommodate future growth, and protect your investment Streamlines system configuration and management with intuitive browser-based toolset to reduce operating costs. MPS 500 answers both of these challenges, providing a wide range of effective, innovative capabilities that make it the ideal platform for businesses that are implementing self-service applications. Evolved from the same technology as the larger, carrier-grade MPS 1000 platform, MPS 500 is a comprehensive self-service solution for medium to large businesses, or small service providers who need a cost-effective, robust solution that fits your priorities today while positioning you well and protecting your investment well into the future. Offer friendlier self-service using advanced speech Your company gets just one opportunity to make a first impression. For many of your customers, that opportunity comes when they call your freephone number for Customer Service and are greeted by an automated system. How does your Integrated Voice Response (IVR) system communicate with your customers? Do they get a sense of appreciation for their business and the message that you are trying to build a loyal and supportive relationship? You need to ensure that every customer touch point has a unified look and feel and a personality that best projects the corporate brand. Speech-enabled self-service solutions can promote your brand and provide your callers with the same friendly customer experience that they would expect when dealing with a human agent. With Advanced Speech Recognition you can reduce the number of calls your customer representatives handle, increase overall system operating efficiency and dramatically enhance customer offerings by linking customers directly to your business. Communicating using speech rather than touch-tone input creates a natural flow for users and can often increase their level of comfort. And, the easier and faster self-service is, the more people will use it, reducing your operating costs since less agent time is required and average call length is shorter. Nortel Networks Advanced Speech Processing capabilities help you create the right solution. Large Vocabulary Recognition (LVR) Recognises tens of thousands of words with high accuracy. LVR allows the automation of many different types of transactions, eliminating the need for complex and confusing navigation. The ability of LVR to recognise natural numbers, money amounts, dates and times can further reduce transaction time.

3 Natural Language Understanding (NLU) In stepping through an IVR menu, it is more intuitive for your customers to use their own phrasing to answer a menu prompt. With the conversational interaction that Natural Language Understanding provides, your customers can say what they want directly, use alternate expressions for menu selections and provide multiple pieces of information in a single phrase. This enables your business to automate certain revenue-generating calls that are too complex for touch-tone input. Speaker Verification Utilises biometric technology to verify a caller s identity based on the unique characteristics of his or her vocal patterns. It lets your business compare live speech samples to stored voice prints to quickly and accurately authenticate the caller, complementing or replacing other authentication methods, such as touch-tone PINs or passwords. Text to Speech (TTS) Converts ordinary text into intelligible speech. This technology communicates information to customers when possible selections include large numbers of items from databases that must be spoken to callers, or when a list of selections changes regularly. For example, this technology would be effective for an organisation that needs to confirm street addresses of callers and whose database contains many thousands of different addresses. VoiceXML extends the value of your investment in Web servers and Business Logic Businesses today have tremendous investment in data and Web infrastructures in order to interact with their customers through personal computers, PDAs and other handheld devices. VoiceXML is an industry-standard method for writing touch-tone and voice recognition scripts and enables the telephone to become another device that can access those same Web applications. You can create IVR applications using the same technologies that you use for creating Web sites and introduce new services for customers who do business with you over the phone. VoiceXML scripts can be dynamically generated for quick customisation so you can adapt your voice menus for each caller and provide the optimum level of customer service. For example, if a customer calls a finance company to increase their line of credit, but that customer does not have a mortgage with the same institution, the menu option for mortgages would not be played to that caller. Best in US Speech Technology Portfolio from Nortel Networks Best in Americas Speech Technology Portfolio from Nortel Networks Best in EMEA Speech Technology Portfolio from Nortel Networks ContactCenterWorld.com Annual Members Choice Awards, Feb 2003

4 MPS 500 is designed to offer a choice of options for writing self-service applications: The intuitive, graphical development environment of PeriProducer The text-based markup language of VoiceXML Nortel Networks PeriProducer is the integrated application development tool used across our entire portfolio of MPS and VPS solutions. PeriProducer applications are constructed using visual icons, making it easy to understand how they work and easy to change them. If you already have an installed base of Nortel Networks Periphonics VPS/is systems, you can extend your existing software applications to the MPS platforms. Interoperability between the two platforms eliminates the need to rewrite applications, shortening the deployment process and increasing overall profitability. Nortel Networks Periphonics VPS/is and MPS systems easily integrate to create a cohesive, enterprise-wide IVR solution. MPS 500 incorporates a VoiceXML browser that can be used to execute voice dialogues rendered by Web servers. The Nortel Networks VoiceXML browser is a client-tier component that runs on the Nortel Networks MPS 500 platform. This adaptability ensures interoperability in the typical, diverse enterprise or service provider network PeriProducer also provides capabilities that the VoiceXML specification currently doesn t address, such as pre-answer processing and integrating with SS7/C7. On the other hand, developers familiar with XML-based markup languages may find VoiceXML more comfortable, especially if the data to support transactions comes from Web servers. VoiceXML applications can invoke PeriProducer applications and vice versa. This integration strategy provides your customers with investment protection and a migration path from one environment to the other, if and when required. Nortel Networks implementation of VoiceXML complies with version 2.0 of the VoiceXML specification. For customers who are committed to Java for their Business Logic, the MPS 500 provides a Java Services Bridge (JSB) as a message interface between Nortel Networks self-service applications created with PeriProducer and any Java facility accessible through a Java API. Integrate seamlessly into your environment A powerful and flexible solution, the MPS 500 is easily configured to meet your specific needs. You can choose either a UNIX or Windows operating system whichever fits best with your business strategy. The system can connect to servers and databases on various networks, using a wide variety of open communication protocols, including Voice over IP. This adaptability ensures interoperability in the typical, diverse enterprise or service provider network. As a result, you save money by not having to reengineer or overhaul your existing infrastructure or worry about integration with thirdparty products in the network.

5 With open access to multiple databases, the MPS 500 can simultaneously access different types of information required to handle an enquiry for example, drawing on customer relationship management (CRM) systems, financial databases and warranty information use that information to recognise preferred customers and deliver prioritised services to these individuals for optimum customer care. Invest in technology that grows and adapts as your business evolves MPS 500 is the right solution for medium-sized companies seeking basic self-service, as well as call centres with existing IVR systems in need of more sophisticated alternatives to traditional IVR. This flexible solution is also ideal for smaller service providers that need the rich functionality of a carrier-grade platform in a scaled-down architecture. You can provision only what you need today, accommodate future growth and protect your hardware investment. You can start with an entry-level configuration that supports up to 24 channels on a single T1 span, or up to 30 channels on an E1 span or 30 VoIP channels. As needed, MPS 500 can grow to support up to 192 channels (eight T1 spans) or up to 240 channels (eight E1 spans) or 240 VoIP channels. You can also network multiple MPS 500 systems together to increase port capacity. These platforms can be geographically dispersed to meet specific networking requirements and enhance reliability and fault resilience. With support for traditional and IP telephony, the MPS 500 works in today s hybrid networks and enables a phased migration to Voice over IP that fits your business strategy. You can minimise capital expense and operating expense by unifying voice and data communications onto one multiservice IP network. With the MPS 500, you can support self-service applications on private or public IP networks as well as traditional telephony networks. You don t need any special custom applications or modifications to existing applications to run Voice over IP services. You can offer callers all the same features and capabilities over either type of network. A caller connected to the system via the Voice over IP interface can interact with the self-service application in the same manner as a caller connected via the public switched telephone network. With support for both digital and IP voice protocols, your self-service infrastructure can transition gracefully to Voice over IP, if that evolution is in your plans. On a timetable that makes business sense, you can gradually replace expensive leased lines with more cost-effective IP telephony solutions, without expensive hardware upgrades. MPS 500 supports the H.323 standard, enabling users running H.323-compliant software to initiate or receive calls.

6 Streamline system configuration and management Nortel Networks MPS 500 provides an integrated Web-based suite of tools for system management and administration and to manipulate and view network activity. PeriView s browser-based system management and administration screens make it easy to set up, manage and administer your systems whether stand-alone or in a networked environment. PeriView monitors and manages system alarms, applications and system activity, and controls user privileges. PeriView runs as a stand-alone Java client application or in a common, industry-standard Web browser window. You can take advantage of sophisticated tools such as PeriStudio a software package used for creating, managing, and editing menu prompts and speech elements, and PeriReporter a tool for collecting and maintaining statistical data for reports, without huge capital investment. Interface with PBX and call-management systems from many vendors Working with Nortel Networks integration packages and native interfaces, the MPS 500 seamlessly integrates with third-party systems. For example, the MPS 500 can: Pass information to Genesys T-Server, Cisco ICM platforms and Avaya s Definity G3 PBX systems for fast, intelligent call routing and superior customer experience Receive automatic number identification (ANI/DNIS) from a Nortel Networks Meridian 1 PBX, and use that information to perform digital call transfers and port activation, for more efficient utilisation of IVR and switch resources saving seconds per call and reducing network costs Pass caller-entered data to a Symposium Call Center Server to route calls to the most appropriate agents, help agents provide more personalised service, and deliver specialised caller care Pass caller-entered data to a TAPI Server to populate agent screen pops, which helps agents avoid redundant questions, process requests more efficiently and provide better service. You don t need any costly custom interfaces to do this. Standard, out-of-the-box integration packages accelerate deployment, simplify system integration and deliver faster return on investment for you. PeriView System Management Window

7 Our Professional Services team is ready to help For assistance in implementing MPS 500 and creating a custom solution, you can call on our highly skilled Professional Services team. Around the globe, we can complement your in-house experts with Nortel Networks professionals who have the in-depth technical knowledge and practical experience to turn your broad strategies into specific implementations. We are ready to assist you with every facet of customisation, planning and project management. Our business consulting services include needs analysis; assessment of current processes and technologies; identification of management goals; step-by-step implementation plans; and calculation of your investment payback. We can also help with application development and system integration, as well as managing implementation through various milestones, including quality control, final testing and administrative training. Whatever the scope of your requirements telephone or on-site assistance; a traditional maintenance programme; a customised test plan; or comprehensive system design and integration services our Professional Services team has the resources to provide a complete, highly customised solution. Nortel Networks Customer Contact and Self-Service Solutions MPS 500 is part of the broad range of Customer Contact and Self-Service Solutions that Nortel Networks has designed to help your business increase customer loyalty and improve profitability. These innovative solutions reflect a broader-based, fully integrated approach aimed at helping customers do business anywhere, anyway and anytime. Having established more than 35,000 contact centres worldwide, Nortel Networks has the business and technological expertise within our Customer Contact and Self-Service Solutions team to create a scalable, flexible and resilient solution that will grow and change with your organisation. By offering a complete portfolio, we can help you achieve your business objectives quickly and effectively. We can also help you better integrate contact centre strategies into your company s overall operations by giving you the tools to manage and understand customer relationships more effectively and to maximise your return on those relationships. And backed by our Customer Contact and Self-Service Solutions team s global reputation for quality and reliability, we offer a single, responsive point of contact for all of your sales and service needs. About us Nortel Networks Customer Contact and Self-Service Solutions reflect the deep and wide-ranging experience gained during many years as a global leader in business communications, multimedia contact centres, VoIP, wireless and high-performance Internet solutions. You can count on Nortel Networks solutions to deliver superior service across all touch points in your business, helping you set new benchmarks for productive and rewarding customer relationships.

Avaya Media Processing Server 500

Avaya Media Processing Server 500 Avaya Media Processing Server 500 Set new standards for superior customer service Processing Server 500 can be a vital component of your self-service strategy. As a business evolves, increasing demands

More information

Nortel Networks Symposium* Call Center Server

Nortel Networks Symposium* Call Center Server Nortel Networks Symposium* Call Center Server Set your foundation for profitable customer relationships Product Brief Get ready to overcome the diverse challenges of running a modern contact center with

More information

Deliver the definitive customer experience

Deliver the definitive customer experience Solution Overview Deliver the definitive customer experience In a world where every customer has endless choice and every competitor has global reach, how can you set your company apart? How will you become

More information

> THIS IS THE WAY >THIS IS WE PROVIDE VERSATILE, END-TO-END APPLICATIONS FOR A COMPLETE, SEAMLESS CUSTOMER EXPERIENCE

> THIS IS THE WAY >THIS IS WE PROVIDE VERSATILE, END-TO-END APPLICATIONS FOR A COMPLETE, SEAMLESS CUSTOMER EXPERIENCE > THIS IS THE WAY WE PROVIDE VERSATILE, END-TO-END APPLICATIONS FOR A COMPLETE, SEAMLESS CUSTOMER EXPERIENCE >THIS IS Deliver the definitive customer experience > Today, Web and selfservice technologies

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

Contact Center Business Planning Guide

Contact Center Business Planning Guide Contact Center Business Planning Guide Speech Recognition Solutions Your organization s reputation is suffering as customers encounter frequent busy signals or long delays in reaching an agent which in

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Avaya IP Office CRM Solutions

Avaya IP Office CRM Solutions Avaya IP Office CRM Solutions The All-In-One Solution for Your Business Needs Converged Voice and Data Networks Customer Relationship Management Unified Communication Supported by: Avaya Labs and Services

More information

Cisco Unified Intelligent Contact Management Enterprise 7.5

Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Intelligent Contact Management Enterprise 7.5 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration

More information

Succession Solutions. Voice over IP enabled Meridian

Succession Solutions. Voice over IP enabled Meridian Succession Solutions Voice over IP enabled Meridian Evolution with Continuity With Nortel Networks Succession Internet-enabled Solutions for Meridian, you can evolve to Internet Telephony at a pace in

More information

Meridian Integrated Conference Bridge (MICB)

Meridian Integrated Conference Bridge (MICB) Meridian Integrated Conference Bridge (MICB) Overview Meridian Integrated Conference Bridge (MICB) is a server based Intelligent Peripheral Equipment (IPE) application that provides an integrated audio

More information

Cisco Unified Communications System Release 6.1 Enriches Collaboration Through a Unified Workspace

Cisco Unified Communications System Release 6.1 Enriches Collaboration Through a Unified Workspace Cisco Unified Communications System Release 6.1 Enriches Collaboration Through a Unified Workspace PB439773 Cisco continues to deliver new products and features that extend unified communications across

More information

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS

More information

MITEL. 5000 Communications Platform

MITEL. 5000 Communications Platform MITEL 5000 Communications Platform Today s Hybrid Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization by utilizing

More information

Beyond converged networks: driving user productivity through unified communications and collaboration.

Beyond converged networks: driving user productivity through unified communications and collaboration. Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive

More information

Untangle communication complexity with ShoreTel s brilliantly simple solution

Untangle communication complexity with ShoreTel s brilliantly simple solution Untangle communication complexity with s brilliantly simple solution 2 UNTANGLING COMPLEXITY Untangle complexity Change is a constant today. The Internet has transformed business into an always-on world

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

The Communications Partner That Can Transform Your Business

The Communications Partner That Can Transform Your Business The Communications Partner That Can Transform Your Business Broadcore s comprehensive service offering is very valuable to our organization. We no longer manage several different providers to get reliable

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships

OVERVIEW Intelligent Communication Solutions for Automotive Dealerships OVERVIEW Intelligent Communication Solutions for Automotive Dealerships Avaya IP Office the Intelligent Communications solution for today s small and midsize auto dealers avaya.com 2 Millions of users

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

IVR CRM Integration. Migrating the Call Center from Cost Center to Profit. Definitions. Rod Arends Cheryl Yaeger BenchMark Consulting International

IVR CRM Integration. Migrating the Call Center from Cost Center to Profit. Definitions. Rod Arends Cheryl Yaeger BenchMark Consulting International IVR CRM Integration Migrating the Call Center from Cost Center to Profit Rod Arends Cheryl Yaeger BenchMark Consulting International Today, more institutions are seeking ways to change their call center

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

MICROSOFT LYNC SOLUTIONS. Unifying Communications with the Active Communications Solution

MICROSOFT LYNC SOLUTIONS. Unifying Communications with the Active Communications Solution MICROSOFT LYNC SOLUTIONS Unifying Communications with the Active Communications Solution CONTENTS 1 Who are VideoCentric? 2 What is Unified Communications? - How can UC help my company? 3 What sorts of

More information

Enhanced Enterprise SIP Communication Solutions

Enhanced Enterprise SIP Communication Solutions Enhanced Enterprise SIP Communication Solutions with Avaya Aura and Allstream SIP Trunking An Allstream White Paper 1 Table Of Contents Beyond VoIP 1 SIP Trunking delivers even more benefits 1 Choosing

More information

Avaya Contact Center Control Manager (ACCCM)

Avaya Contact Center Control Manager (ACCCM) Avaya Contact Center Control Manager (ACCCM) In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to

More information

Whitepaper WHY VOICE IN THE CLOUD

Whitepaper WHY VOICE IN THE CLOUD WHY VOICE IN THE CLOUD Why Voice in the Cloud 2 TABLE OF CONTENTS Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4 PREDICTABLE

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

Delivering advanced self service and ease of use

Delivering advanced self service and ease of use Alcatel-Lucent OmniTouch 4625 contact Center Interactive voice Response Delivering advanced self service and ease of use Evolve customer service for business success Like many other enterprises in your

More information

Avaya Aura Orchestration Designer

Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design and deployment of voice and multimedia applications and agent

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Mobile technology for your world. 2 way paging

Mobile technology for your world. 2 way paging Mobile technology for your world 2 way paging Welcome to PageOne PageOne is the UK s leading mobile technology company. For 25 years, we ve been the pioneers of mobile messaging, providing award-winning

More information

Aastra Contact Management Taking Care of Your Daily Business

Aastra Contact Management Taking Care of Your Daily Business Aastra Contact Management Taking Care of Your Daily Business Aastra Contact Management Taking Care of Your Daily Business CMG is sold worldwide. More than 3,000 customers and more than 3 million users

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

How to Choose a CRM System.

How to Choose a CRM System. How to Choose a CRM System. Contents How to Choose a CRM System... 3 Understanding CRM... 4 Getting Started... 5 Understanding the Core Components of CRM... 6 Involve the Right People... 7 Select a System

More information

Cisco IP Communications Express: Cisco Unified Callmanager Express with Cisco Unity Express

Cisco IP Communications Express: Cisco Unified Callmanager Express with Cisco Unity Express Cisco IP Communications Express: Callmanager Express with Cisco Unity Express Cost-Effective IP Communications Solution for the Small Office Cisco Unified CallManager Express provides call processing for

More information

IP Office - Voice Communications Capabilities

IP Office - Voice Communications Capabilities IP Office - Voice Communications Capabilities IP Office offers full voice functionality with a comprehensive list of features and benefits for the small and mid-sized business and branch office, including:

More information

OMNIWorks Contact Center Solutions

OMNIWorks Contact Center Solutions Delivering Superior Customer Service OMNIWorks Multi-Media Contact Center Today s technology-savvy, time-sensitive customers expect more than just a good product or a great price. They expect even demand,

More information

PRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0

PRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0 Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development

More information

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS) OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS

More information

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

Whitepaper WHY MOVE VOICE TO THE CLOUD

Whitepaper WHY MOVE VOICE TO THE CLOUD WHY MOVE VOICE TO THE CLOUD Why Move Voice to the Cloud 2 Table of Contents Introduction... 3 Lower Cost... 4 MINIMAL CAPITAL REQUIREMENTS... 4 COMMODITY EQUIPMENT... 4 HIGHER RESOURCE UTILIZATION... 4

More information

Boosting Business Mobility and Responsiveness with the Cisco Unified Wireless Network

Boosting Business Mobility and Responsiveness with the Cisco Unified Wireless Network Solution Overivew Boosting Business Mobility and Responsiveness with the Cisco Unified Wireless Network EXECUTIVE SUMMARY Today s businesses are turning to wireless networking to give employees immediate

More information

Product Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication

Product Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication Enigma Contact Center Impressive Customer Experience Thru Unifying Communication IP Multi-Channel Contact Center In order to be successful in today s competitive customer care industry, you need to have

More information

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION

LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer

More information

The Intelligent Communications Solution for Small and Midsize Businesses

The Intelligent Communications Solution for Small and Midsize Businesses OVERVIEW Avaya IP Office The Intelligent Communications Solution for Small and Midsize Businesses Discover how to enhance customer service, control costs, and operate your business with optimum efficiency

More information

Inter-Tel 5000 Network Communications Solutions

Inter-Tel 5000 Network Communications Solutions Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your

More information

How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network

How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network Cisco Unified Contact Center solution receives and routes 40,000 calls per day while providing greater flexibility and availability.

More information

OVERVIEW Intelligent Communication Solutions for Health Care Firms

OVERVIEW Intelligent Communication Solutions for Health Care Firms OVERVIEW Intelligent Communication Solutions for Health Care Firms Avaya IP Office the Intelligent Communications solution for today s small and midsize health care firms avaya.com 2 Millions of users

More information

Technology Spoken Here...

Technology Spoken Here... TECHNICAL GUIDE VISUAL IVR Technology Spoken Here... Supported Formats Web Easily embed Visual IVR in your existing website or web self-service site. With plug-ins for all the major CMS systems plus provided

More information

Unified Conferencing: Why Unified Conferencing? What is it? What are the benefits?

Unified Conferencing: Why Unified Conferencing? What is it? What are the benefits? Unified Conferencing: Why Unified Conferencing? What is it? What are the benefits? How to implement it. Technical White Paper Document Overview This document provides an overview of the issues, capabilities

More information

Cisco IOS Voice XML Browser

Cisco IOS Voice XML Browser Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,

More information

Business Value Reporting and Analytics

Business Value Reporting and Analytics IP Telephony Contact Centers Mobility Services WHITE PAPER Business Value Reporting and Analytics Avaya Operational Analyst April 2005 avaya.com Table of Contents Section 1: Introduction... 1 Section 2:

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

Reduce costs Serve better. Sell more Get connected

Reduce costs Serve better. Sell more Get connected A v a y a I P O f f i c e Reduce costs Serve better. Sell more Get connected IP Office the "All-in-One" Communications Solution for Small and Medium-Size Companies IP Telephony Contact Centers Unified

More information

Business Communications Manager Network convergence strategies designed to empower organisations of all sizes

Business Communications Manager Network convergence strategies designed to empower organisations of all sizes Business Communications Manager Network convergence strategies designed to empower organisations of all sizes SOLUTION OVERVIEW Network convergence strategies for a broad range of markets The powerful

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

With HD quality Full transparent networking features And on-demand capacity enhancements

With HD quality Full transparent networking features And on-demand capacity enhancements Always more than you expect Panasonic NS1000 SIP BUSINESS COMMUNICATIONS SERVER With HD quality Full transparent networking features And on-demand capacity enhancements The NS1000 at a glance SIP and IP

More information

Adding features, multiplying benefits

Adding features, multiplying benefits Adding features, multiplying benefits OUTBOUND CAMPAIGN MANAGEMENT In association with What is it? BT's Outbound Call Management Solution is based on the software dialler component of the Customer Interaction

More information

Cisco IOS Voice XML Browser

Cisco IOS Voice XML Browser Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,

More information

Product Brief Nortel Business Communications Manager 50

Product Brief Nortel Business Communications Manager 50 Product Brief Nortel 50 Now small business sites can enjoy affordable, converged voice and data communications that were previously only available to larger organisations. Voice telephony and converged

More information

new voice technologies deliver

new voice technologies deliver new voice technologies deliver to your web environment Solution Brief Development Tools A roadmap for Web-based voice applications You understand the Web and how to develop applications for it. But do

More information

Information. OpenScape Contact Center Voice Portal V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff

Information. OpenScape Contact Center Voice Portal V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff Information V7.0 R2 Enable Open Dialogue, Intuitive Interaction, and Seamless Handoff Communication for the open minded Siemens Enterprise Communications www.enterprise.siemens.com/open Highlights Seamlessly

More information

VOXEO CXP. Application Lifecycle Management for Next-Generation Customer Contact

VOXEO CXP. Application Lifecycle Management for Next-Generation Customer Contact VOXEO CXP Application Lifecycle Management for Next-Generation Customer Contact Unlocked Communications Customer Obsession Teams Communications Passion VOXEO CXP The only complete application lifecycle

More information

Avaya IP Office Unified Communications for Small Business

Avaya IP Office Unified Communications for Small Business Avaya IP Office Unified Communications for Small Business Unified Communications for Small Business is a suite of applications that: Turns a home phone into an IP Office telephone with the Phone Manager

More information

The "All-in-one" Communications Solution for Small and Medium-Size Companies

The All-in-one Communications Solution for Small and Medium-Size Companies IP Telephony Contact Centers Mobility Services OVERVIEW Avaya IP Office The "All-in-one" Communications Solution for Small and Medium-Size Companies Enhancing Customer Service... Controlling Costs...Operating

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses

IP Office: Simple, Powerful Communications for Small and Medium Size Businesses IP Office: Simple, Powerful Communications for Small and Medium Size Businesses Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and

More information

MITEL. 3300 IP Communications Platform

MITEL. 3300 IP Communications Platform MITEL 3300 IP Communications Platform The Promise of Convergence Delivered Communication is essential to business but is ultimately conducted from a personal level at the desktop and across the enterprise.

More information

Inbound Guide 2013. Cloud. Connectivity. Inbound. Mobile. VoIP. IP Solutions are experts in all types of communication technology. Our services cover:

Inbound Guide 2013. Cloud. Connectivity. Inbound. Mobile. VoIP. IP Solutions are experts in all types of communication technology. Our services cover: The telephone is arguably still the most important tool available to business. The immediacy and intimacy of a one-to-one phone call is often the most effective way of fostering a strong, two-way relationship

More information

SIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform

SIP-Based Solutions in the Contact Center: Using Dialogic Media Gateways with the Genesys Voice Platform -Based Solutions in the Contact Center: To stay competitive and keep their customers happy and loyal, companies are working hard to enhance customer service as costeffectively as possible. Contact centers

More information

Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments

Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments What You Will Learn In many enterprises, physical security departments are making a notable

More information

Cisco Unified Contact Center Express 6.0

Cisco Unified Contact Center Express 6.0 Cisco Unified Contact Center Express 6.0 Cisco Unified Contact Center Express -- an integral component of the Cisco Unified Communications System -- offers an integrated, full-featured solution for managing

More information

Avaya Interaction Center

Avaya Interaction Center IP Telephony Contact Centers Mobility Services PRODUCT BRIEF Avaya Interaction Center Overview Avaya Interaction Center helps simplify management of multimedia customer service, helping businesses better

More information

Contact Centers Unified Communication Services

Contact Centers Unified Communication Services A v a y a I P O f f i c e M e s s a g i n g & C a l l H a n d l i n g D e l i v e r i n g P r o d u c t i v i t y a n d P e r f o r m a n c e M e s s a g i n g a n d c a l l h a n d l i n g s o l u t i

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

The Contact Centre. Market Overview. IP Communications for the Contact Centre

The Contact Centre. Market Overview. IP Communications for the Contact Centre The Contact Centre One platform. One pre-integrated application suite. Communications for the contact centre, for the enterprise... for your entire business. Innovation As a consistent driving force behind

More information

Cisco Unified Expert Advisor

Cisco Unified Expert Advisor . Data Sheet Cisco Unified Expert Advisor Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time,

More information

Avaya Interaction Center

Avaya Interaction Center Highlights IP Telephony Contact Centers Mobility Services PRODUCT BRIEF Seamless support for applications integration and contact management across Voice over IP, e-mail, web chat, SMS, and self service

More information

Workforce Management IVR. A multi-service voice platform

Workforce Management IVR. A multi-service voice platform WFM Workforce Management IVR Information Sheet Introduction High Level Overview Features Solution Components Industries Applications Call Flows Reporting Implementation and Deployment About Syntellect

More information

Avaya IP Office Family Overview

Avaya IP Office Family Overview Avaya IP Office Family Overview The all-in-one solution for your business needs Converged Voice and Data Networks Customer Relationship Management Unified Communication Supported by: Avaya Labs and Services

More information

The All-In-One Solution for Your Business Needs. Avaya IP Office Family Overview. Converged Voice and Data Networks. Customer Relationship Management

The All-In-One Solution for Your Business Needs. Avaya IP Office Family Overview. Converged Voice and Data Networks. Customer Relationship Management Avaya IP Office Family Overview The All-In-One Solution for Your Business Needs Converged Voice and Data Networks Customer Relationship Management Unified Communication All supported by Avaya Labs and

More information

Making Contact Centres Efficient. Meet the needs of your customers and your business

Making Contact Centres Efficient. Meet the needs of your customers and your business Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be

More information

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business.

IP contact center Executive brief July 2007. Innovation with Internet Protocol contact centers: how IP communications empower business. IP contact center Executive brief July 2007 Innovation with Internet Protocol contact centers: how IP communications empower business. Page 2 Contents 2 Introduction 3 Traditional call center blues 4 Imagine

More information

How to Choose a CRM System

How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning your selection process. That s why we created this guide to

More information

Using Dialogic Boards to Enhance Voice Mail/Messaging Applications. Application Note

Using Dialogic Boards to Enhance Voice Mail/Messaging Applications. Application Note Using Dialogic Boards to Enhance Voice Mail/Messaging Applications Application Note Application Note Using Dialogic Boards to Enhance Voice Mail/Messaging Applications Executive Summary Voice mail, voice

More information

CRM. Booklet. How to Choose a CRM System

CRM. Booklet. How to Choose a CRM System CRM Booklet How to Choose a CRM System How to Choose a CRM System When it comes to Customer Relationship Management (CRM) it s important to understand all the benefits of an integrated system before beginning

More information

interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps

interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps This PDF contains embedded interactive features. Make sure to download and save the file to your computer to

More information

Oracle IVR Integrator

Oracle IVR Integrator Oracle IVR Integrator Concepts and Procedures Release 11i for Windows NT July 2001 Part No. A86103-03 1 Understanding Oracle IVR Integrator This topic group provides overviews of the application and its

More information

Introducing Cisco Unified Communications Express

Introducing Cisco Unified Communications Express CHAPTER 1 Introducing Cisco Unified Communications Express Cisco Unified Communications Express is an award-winning communications solution that is provided with the Cisco Integrated Services Router portfolio.

More information

A vaya MERLIN MAGIX Integrated System

A vaya MERLIN MAGIX Integrated System A vaya MERLIN MAGIX Integrated System IHow do you do business today? If you are like most companies, you probably do business a lot differently today than ever before: Selling products and services over

More information

Wave IP Business Communications Systems. Powerful. Flexible. Dependable.

Wave IP Business Communications Systems. Powerful. Flexible. Dependable. Wave IP Business Communications Systems Powerful. Flexible. Dependable. Unified Communications for Any Business Edge 5000 Executive Phone Vertical s Wave IP Business Communications Systems deliver simple,

More information

The Cross-Media Contact Center

The Cross-Media Contact Center Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact

More information

HP ProCurve Networking. Networking solutions for small and growing businesses

HP ProCurve Networking. Networking solutions for small and growing businesses HP ProCurve Networking Networking solutions for small and growing businesses Contents A network you can depend on....................................1 Essential network connectivity....................................2

More information

IP COMMUNICATIONS FOR THE SMALL OR AUTONOMOUS BRANCH OFFICE

IP COMMUNICATIONS FOR THE SMALL OR AUTONOMOUS BRANCH OFFICE OVERVIEW IP COMMUNICATIONS FOR THE SMALL OR AUTONOMOUS BRANCH OFFICE Deploying data and voice capabilities in a single, integrated routing platform to increase productivity, decrease costs, and lower total

More information

VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS. Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION

VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS. Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION VISIBLE SIMPLICITY VISIBLE CONTROL VISIBLE POWER BRINGING CLARITY TO YOUR BUSINESS Alcatel-Lucent OmniTouch Contact Center P REMIUM E DITION VISIBLE SIMPLICITY. VISIBLE CONTROL. VISIBLE POWER. Alcatel-Lucent

More information

customer care solutions

customer care solutions customer care solutions from Nuance enterprise white paper :: Voice Biometrics Industry Solutions Overview Nuance s voice biometrics products are designed to meet the dynamic security needs of the world

More information

Hosted PBX introduction

Hosted PBX introduction Hosted PBX introduction Looking to buy a new phone system or replace your outdated business phone system? Don't overlook the potential of hosted PBX services as a reasonable phone system alternative. For

More information

Samsung OfficeServ Messaging Solutions. Transform your business through greater professionalism and efficiency. www.samcom.com.au. Messaging Solutions

Samsung OfficeServ Messaging Solutions. Transform your business through greater professionalism and efficiency. www.samcom.com.au. Messaging Solutions www.samcom.com.au Samsung Messaging Solutions Samsung Messaging Solutions Transform your business through greater professionalism and efficiency Samsung Messaging Solutions In today s highly competitive

More information