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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).
The Contact Center – Manager Server (CCMS) provides skill-based routing, call treatment flexibility, real time displays, historical reporting, and comprehensive management – empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers.

Skill-based routing is the process of matching contacts to the most qualified agent in the shortest possible time. The most qualified agent is the agent with the appropriate skill set or unique abilities for handling the type of call or contact. Rules for routing and contact treatment (what happens while the customer is queued for a response) can be simple or complex. A powerful scripting language is used to capture those rules for use with each customer contact.

The comprehensive reporting tools of Contact Center – Manager Server help managers and supervisors accurately track agent performance, resource utilization, and trends. The system’s real-time and historical reporting can help in adjusting staffing levels in peak periods and in forecasting business requirements and human resource needs over the long term.

Contact Center – Manager Administration (CCMA) is a browser-based tool for contact center administrators and supervisors. It is used to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. The Contact Center – Manager Administration component may be installed on the same server as the Contact Center – Manager Server, or on a separate networked server.

KEY FEATURES:

• Higher performance and improved capacity – supports 3,350 agents, 66,000 calls per hour, and 1,000 skill sets
• Scalable – provides networking of up to 30 contact centers and up to 100,000 agents
• Flexible – agents and supervisors can work in a contact center, in a remote office, or at home
• Open Queues – unifies the queuing of all types of customer contacts (Email, voice, IM, Fax, etc.)
• Universal Networked Skill-based Routing – route any type of contact to the agent with the best skill set, regardless of their location in the network
• Real Time Displays and Historical Reporting – Provides managers with decision-making tools – from real-time displays to historical reports – reflecting contact center activity, agent performance, resource utilization and trends
• Report Creation Wizard – create custom reports for any need
• Open and Standard Interfaces – provides easy integration of third-party applications (reader boards, IVR, workforce management, etc.)
• Investment Protection – Grows and adapts to your company’s evolving needs, employing open architecture, flexible design, and built-in scalability
• Partitioning – restrict access of agents and supervisors to reports and data.

FEATURES & BENEFITS

• Improve Service to Your Customer Community – Using skill-based network routing, open queues and powerful contact treatments, you can provide an outstanding customer experience for every contact interaction. Contact Center – Manager provides your management team with the power to get the contact to the right resource, regardless of the form of the contact or the location of the resource in the network. You may also provision many types contact treatments to help inform a caller, route the contact, speed up resolution of the interaction, and more.
• Remove Walls and Boundaries – Your representatives and management team may work anywhere a secure IP connection can be made. Because of the flexibility of the Contact Center – Administration, this work anywhere capability can be temporary, i.e. on-the-road, or a permanent assignment at home.
• Solve Hiring Issues – You can offer more flexible work schedules and more diversified job content with Contact Center – Manager. Hire those hard to find employees where they live and keep them interested with a more diverse mix of contact types, and functions. Not to mention the issues of good employees who need to work at home to care for newborns or relatives. Contact Center – Manager provides the flexibility to find and keep the best people for your business.
• Simplified Operation and Deployment – Unified Open Queues, Unified Reports, and Unified Management tools means that the functions and tools required to operate the contact center are easier to use and deploy.
• Scalable to Meet Your Needs – Build small departmental contact centers or global networked contact centers as large as 100,000 agents. Large networked applications can be configured as virtual contact centers with centralized management and administration. Single contact center
• Open Standards for Easy Integration – Open Standards based, complete Nortel solution – Voice, VoIP, Outbound, IVR, Video, E-mail, Chat, Agents Anywhere, Speech, Virtual CC, Call servers, SIP, VXML, Web Services, next-gen CTI, Data-directed Routing, CRM integration
• Improved Total Cost of Ownership – Contact Center 6.0 has many cost improving features engineered right in. Now the product comes on a single key-code-activated DVD for faster deployment. The License manager allows licenses to be used where needed reducing the number required. Thin Client architectures make client software easy to deploy and maintain. Additionally, converged IP networks are leveraged, lowering the voice and data transmission costs, while improving the flexibility and scalability of the product.
• Investment Protection – Nortel has a long history of providing upgrade or migration paths for its customers. The Contact Center 6.0 application is no exception. Upgrades from previous releases are available to reduce the cost of staying current.