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Nortel Contact Center Portfolio
Nortel’s Contact Center portfolio of products provide the means for customers or clients to do business with you consistently and seamlessly – on their terms – anywhere, anyway, and anytime.
Nortel’s Contact Center portfolio enable enterprises to engage with their customers in new ways that set them apart from the competition. By providing blended multimedia capability and outbound calling campaigns that utilize existing TDM investments or powerful converged IP infrastructures, businesses have the advantage of choosing their optimum deployment approach. What really sets our contact center solutions apart are their scalability and flexibility, a powerful virtual contact center with agents and supervisors located anywhere a secure IP connection can be made.
Contact Center - Manager
Contact Center – Manager (CCM) is the core functionality of any Contact Center 6.0 deployment. It is composed of two parts, first is the Contact Center – Manager Server (CCMS) and second is the Contact Center – Manager Administration (CCMA).
Contact Center - Multimedia
Contact Center – Multimedia is a Microsoft Windows 2000 client/server multimedia contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center – Express applications. Contact Center – Multimedia is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communication Manager.
Contact Recording
An indispensable component of your contact center is the ability to use business-driven criteria to analyze contacts and ensure quality performance. Leveraging the advantages of Nortel Contact Center and IP Telephony, Nortel’s complete and fully-integrated Contact Recording enables your business to oversee the quality of customer interaction and deliver exceptional service.
Quality Monitoring
Nortel’s Quality Monitoring records voice interaction with your customers as well as your agents’ corresponding computer desktop activities. By adding Quality Monitoring you can accurately gauge your contact center’s performance, identify trends and opportunities, and stream processes where needed.
Call Center Management Information System (CC MIS)
CC MIS is the command center for your Centrex ACD Call Center. The CC MIS enables the manager to view agent and queue statistics in real-time, print a wide variety of standard and customizable reports, execute changes to ACD parameters and much more. Add wallboards from Nortel’s complete line and supervisors can keep from 25 to 30,000 agents informed of their performance.
Contact Center - Express
Contact Center – Express is a server-based software application that combines skill-based routing, call treatment flexibility, extensive management reporting and intuitive management tools to deliver a versatile and easily managed solution to departmental-level or smaller contact centers with up to 150 active agents. Contact Center – Express Release 4.2 is supported on the Meridian 1 and Succession 1000 platforms.
Media Processing Server (MPS) 1000
Media Processing Server 1000 (MPS 1000) is Nortel’s self-service solution for carrier, enterprises and hosted service providers. The ideal platform for mission-critical installations that require continuous availability and high transaction throughput, MPS 1000 provides automated transaction handling and application controlled call handling uniquely combined in an integrated, non-blocking system. MPS 1000 supports comprehensive networking and data communication.
Media Processing Server (MPS) 500
Media Processing Server (MPS) 500 is the ideal self-service solution for medium-sized Enterprises and small Service Providers. This full-featured, competitively priced solution provides an advanced suite of capabilities including a full portfolio of Advanced Speech solutions, VoiceXML, and Session Initiation Protocol (SIP). Our integration packages and native interfaces enable MPS 500 to seamlessly integrate with numerous CTI applications for fast, intelligent call routing.
Media Processing Server Developer
Media Processing Server Developer is a graphical application development tool used to create and test interactive self-service applications in Media Processing Server (MPS) environments. It uses a point-and-click graphical interface with icons, drag-and-drop icon placement, fill-in-the-blanks data entry, and other features that make application development faster and easier.
Media Processing Server Manager
Media Processing Server Manager is an integrated systems management application suite that provides full administration and control over Media Processing Server (MPS) self-service platforms. It is used to manipulate and view network activity and to deploy and maintain applications in a networked environment.
Media Processing Server Studio
Media Processing Server Studio is a graphical software tool that is used to create, edit, and manage audio elements of menu prompts in the Media Processing Server (MPS) environment.
