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|Updated On||:||February 22, 2019|
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920-173 exam Dumps Source : Nortel Contact Center Rls. 7.0 Technical(R) Support
Test Code : 920-173
Test Name : Nortel Contact Center Rls. 7.0 Technical(R) Support
Vendor Name : Nortel
Q&A : 60 Real Questions
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TSX : NTOTC Bulletin Board : NRTLQ
March 25, 2009 06:00 ET
enterprise methods blend with Communications to enhance profits, lower fees and enhance consumer satisfaction
OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a bunch of new contact middle products and services arming brand new agencies with essentially the most advanced capabilities accessible. Heading up the brand new providing is Contact middle 7.0 adopted by using enhancements to Nortel's interactive voice response answer, the Interactive Communications Portal (ICP) and brought functionality to the business's Agile verbal exchange atmosphere (ACE) platform.
enormously resilient and redundant, Contact middle 7.0 is a local SIP-based mostly answer with tightly integrated unified communications (UC) capabilities and tons of of latest facets, together with integration with Microsoft office Communications Server (OCS) 2007. As a Microsoft Gold certified accomplice, Nortel is recognized for demonstrating the optimum level of competency and knowledge in designing, integrating, and aiding Microsoft technologies.
"Nortel is doing ingenious issues in the client contact market and their method for making it elementary to mix purposes with company techniques is correct on the mark," mentioned Steve Lemak, vice chairman of IT, excelleRx, a Nortel contact middle client and provider of medication administration for the hospice market. "They consider what must be achieved to aid agencies like ours cut back expenses and pace our capacity to enhanced serve our customers."
"These bulletins underscore Nortel's focal point on offering superior client care options that not only simplify company procedure and software integration however additionally spotlight Nortel's persevered dedication to bring innovative capabilities to our customers," talked about Ravi Chauhan, frequent supervisor, Communications Enabled company solutions, Nortel.
Key features of Contact core 7.0 encompass:
- Open Interfaces - moreover the openness delivered through SIP, Contact center 7.0 gives open utility Programming Interfaces the use of a functions Oriented architecture (SOA), which makes it possible for integration of the contact center into a company's company purposes and tactics. With web carrier interfaces for queuing, desktop Telephony Integration (CTI), and database integration, a business can automate workflow between front and back office applications to get rid of tedious manual approaches.
- UC within the Contact middle - With Contact core 7.0 and Microsoft OCS integration, it is effortless for shoppers to engage with a enterprise the usage of numerous modes of conversation. This entertaining integration offers a single, unified agent desktop interface for inbound/outbound voice, e mail, internet chat, and speedy messaging. as an example, Contact core 7.0 can intelligently route consumer contacts to obtainable agents the use of SIP-based mostly presence. brokers can also use presence to quickly determine which of their specialists is accessible to support with a customer request, enabling first contact decision.
- Predictive Outbound Dialing - customarily offered as a separate utility, Nortel has fully built-in this technology within Contact core 7.0 to improve the effectivity of agents by using permitting the system to intelligently predict when an agent will become obtainable and location an outbound name to coincide with their availability. And, because it is built-in with Contact middle 7.0, reporting and management are seamless.
- service advent atmosphere (SCE) - Contact middle 7.0 additionally features a graphical 'drag and drop' device that takes the figure out of contact middle and self-carrier workflow advent. With SCE, the workflow orchestration between distinct purposes is simplified using open, web functions interfaces, which reduces the can charge and speed of deployment. Nortel estimates use of this device to be five times quicker than typical workflow introduction strategies.
- features - Contact middle 7.0 answer is complemented with the aid of an better set of recent capabilities spanning all elements of contact core operations. These include: Consulting and Design; construction and Customization; Implementation and Integration; manage and renovation; and Optimization features.
For more details, seek advice from http://www.nortel.com/solutions/ccvp/collateral/nn124079.pdf
apart from the Contact middle 7.0 solution, Nortel is additionally making improvements to its ICP offering with characteristic Pack 1. Enhancements encompass outbound detection for discerning between a person and an answering desktop; co-house of the Nuance speech server, getting rid of the want for a separate server; and extension of SIP CTI interworking to aid Avaya AES.
"To name a brand new product next-gen has become cliche, but Nortel has in reality put its Interactive Communications Portal in a category with the aid of itself in terms of imaginitive design, openness, interoperability requisites guide and ease-of-use," talked about Joe Outlaw, primary contact core analyst, Frost & Sullivan. "lengthy-time market chief Nortel demonstrates with ICP, it's dedicated to bringing main options to the market."
Nortel also continues to pursue an open utility ambiance adding here performance as a part of ACE liberate 1.2:
- extended guide of Microsoft OCS 2007 for more desirable presence capabilities (e.g. telephony presence) across heterogeneous PBX environments;
- Integration with IBM Lotus Sametime client eight.0.1 for click to conference and superior presence capabilities;
- And, features for utility customization, prototyping, and custom software building.
"more and more groups are discovering that having the potential to automate services and processes, whereas having multiple channels of communique purchasable, can increase efficiencies, decrease operating charges, and construct customer loyalty," talked about Joel Hackney, president, enterprise options, Nortel. "UC-enablement is clearly the route forward and we now have provided an easy roadway for our valued clientele to reach this goal."
With Nortel contact facilities managing more than 200 million calls a day, the business presents the broadest software portfolio, together with contact middle, self-provider, superior speech, and body of workers optimization options. It additionally adheres to an open, dealer-agnostic approach that permits for essential integration of the UC experience throughout purposes and gadgets complemented by means of a rich features follow that can customize solutions in line with a consumer's wonderful business needs.
Nortel is a diagnosed leader in offering communications capabilities that make the promise of business Made simple a fact for our shoppers. Our subsequent-era technologies, for both provider provider and enterprise networks, aid multimedia and enterprise-critical functions. Nortel's technologies are designed to assist get rid of trendy boundaries to efficiency, speed and efficiency via simplifying networks and connecting americans to the assistance they want, after they need it. Nortel does business in additional than 150 countries all over the world. For more counsel, seek advice from Nortel on the internet at www.nortel.com. For the latest Nortel news, seek advice from www.nortel.com/news.
definite statements in this press unlock may also comprise words such as "might", "expects", "can also", "anticipates", "believes", "intends", "estimates", "pursuits", "envisions", "seeks" and other similar language and are regarded ahead-searching statements or tips under applicable securities law. These statements are in accordance with Nortel's latest expectations, estimates, forecasts and projections concerning the operating environment, economies and markets wherein Nortel operates. These statements are field to crucial assumptions, hazards and uncertainties, which might be problematic to foretell and the exact effect may be materially diverse from these meditated in forward-searching statements. For additional info with appreciate to definite of these and other factors, see Nortel's Annual file on Form10-okay, Quarterly experiences on form 10-Q and other securities filings with the SEC. unless otherwise required through relevant securities legal guidelines, Nortel disclaims any intention or obligation to update or revise any ahead-searching statements, no matter if as a result of new tips, future activities or in any other case.
(1)Nortel, the Nortel emblem and the Globemark are trademarks of Nortel Networks.
Use of the phrases "accomplice" and "partnership" does not indicate a legal partnership between Nortel and any other celebration.
As mentioned in a outdated tip, businesses are enforcing IP telephony extra often on their information infrastructures. The extended deployment has created a need for licensed IP telephony engineers to give proven, most appropriate-of-breed expertise.
The IP telephony certifications Nortel presently offers are divided into four categories: guide specialist, Design expert, assist skilled, and Design knowledgeable. This tip discusses the Nortel support music.
The assist expert certifications are intended to exhibit a person's skill to put into effect, function, and troubleshoot a Nortel Networks IP Telephony answer. The aid professional certification displays a candidate with three to six months of journey that can tackle movements technical issues of a common Nortel IP Telephony solution.
NNCSS - VoIP Succession BCM three.0
This certification tests the capacity to put in force, function, and troubleshoot the company Communications supervisor 3.0. This certification covers hardware, delivery-up, information and voice networking, functions, and troubleshooting the BCM. To pass the certification, two exams ought to be efficaciously completed: know-how requirements and Protocols for IP Telephony options, and Succession BCM 3.0. The expertise requisites and Protocols for IP Telephony options examination is an outline of convergence applied sciences.
NNCSS - CallPilot Rls. 2.0
This certification tests the means to put in force, function, and troubleshoot the VoIP CallPilot 2.0. This certification covers hardware, administration, interoperability with Meridian 1 switches, and protection of a single web site CallPilot gadget. To flow the certification, two tests must be correctly achieved: Meridian Database and CallPilot 2.0.
NNCSS - Symposium name center Server or Symposium call middle Server setting up and maintenance
These two certifications test the capability to enforce, operate, and troubleshoot the Symposium call middle Server. each certifications cowl hardware, utility setting up, administration, and renovation of Symposium call center Server four.2, Symposium net customer four.0, and Symposium categorical 3.0. despite the fact, the Symposium call middle Server certification also checks the structure, customized configuration and integration of the server. To circulate both of those certifications, one examination have to be effectively accomplished: Symposium name core or Symposium call core installation and upkeep, respectively.
NNCSS - Symposium call center TAPI/Agent or name core TAPI/Agent installation and upkeep
These two certifications check the capacity to implement, function, and troubleshoot the Symposium name center TAPI/Agent. each certifications cover hardware, software installation, administration, and upkeep of Symposium TAPI 2.3 and Symposium Agent 2.3. besides the fact that children, the Symposium name core TAPI/Agent certification additionally exams the structure, integration, and customized configuration of the TAPI/Agent. To circulate either of those certifications, one examination have to be successfully completed: Symposium call middle TAPI/Agent or Symposium name core TAPI/Agent Inst/leading, respectively.
NNCSS - Symposium categorical name core or Symposium specific name core setting up and upkeep
These certifications test the potential to put into effect, operate, and troubleshoot the Symposium categorical name middle. both certifications cowl hardware, application setting up, administration, and protection of Symposium specific name middle 4.2. although, the Symposium express call middle certification also tests the architecture and integration of the call core. To move both of the certifications, one exam have to be effectively completed: Symposium specific call middle or Symposium categorical call middle Inst and Maint respectively.
NNCSS - VoIP Multimedia conversation Server (MCS) 5100 2.0
This certification checks the skill to implement, function, and troubleshoot the VoIP Multimedia verbal exchange Server (MCS) 5100 2.0. This certification covers installing of the hardware and utility, configuration, protection, and administration of the Multimedia communique Server (MCS) 5100 2.0. To flow the certification, two checks ought to be effectively completed: technology requisites and Protocols for IP Telephony solutions, and VoIP Multimedia communique Server (MCS) 5100 2.0. The expertise standards and Protocols for IP Telephony solutions exam is a top level view of convergence technologies.
NNCSS - VoIP Succession a thousand/1000M Rls. three.0 DB Administrator
This certification assessments the means to keep and troubleshoot the VoIP Succession one thousand/1000M Rls. 3.0 DB Administrator. This certification covers the architecture, configuration, protection, and administration of the Meridian 1, Succession a thousand Rls. 3.0, and Succession 1000M Rls. three.0 the use of fundamental Alternate Route preference (BARS) and community Alternate Route alternative (NARS). To move the certification, two assessments should be successfully accomplished: know-how necessities and Protocols for IP Telephony options, and Succession one thousand/1000M Rls. three.0 DB Administrator.
NNCSS - VoIP Succession 1000/1000M Rls. three.0 installation and protection
This certification checks the means to deploy, configure, and maintain the VoIP Succession one thousand/1000M Rls. three.0. This certification covers the installation, structure, configuration, maintenance, and administration of the Meridian 1, Succession a thousand Rls. 3.0, and Succession 1000M Rls. three.0, internet Telephones i2xxx, and Optivity Telephony supervisor (OTM) 2.1. To move the certification, three checks should be effectively accomplished: expertise necessities and Protocols for IP Telephony options, and Succession 1000/1000M Rls. three.0 for Technicians, and Succession a thousand/1000M Rls. 3.0.
The support expert certifications construct on the expert's competencies by using demonstrating their ability to put into effect, operate, and troubleshoot an superior Nortel Networks IP Telephony solution. The guide professional certifications mirror a candidate with six to twelve months of arms-on adventure with the skill to lead or support intermediate-level personnel to keep advanced Nortel IP Telephony options.
NNCSE - CallPilot 2.0 Unified Messaging options
This certification assessments the ability to enforce, function, troubleshoot and optimize the VoIP CallPilot Unified Messaging solution 2.0. This certification covers the installing, administration, interoperability, safety, upgrade methods and have utilization for a multi web page CallPilot equipment. To flow the certification, the candidate need to first obtain their NNCSS - CallPilot Rls. 2.0. because of this, the CallPilot 2.0 Unified Messaging solutions must be successfully achieved to attain this certification.
NNCSE - Contact middle
This certification assessments the ability to implement, operate, troubleshoot and optimize the Contact middle items. This certification covers the candidate's capabilities on the Symposium name center Server (SCCS)/Symposium express name center/Symposium internet client, Symposium TAPI service company (TAPI SP), Symposium Agent, and the Symposium internet center Portal. To circulate the certification, the candidate have to first achieve their NNCSS - Symposium name middle Server and the NNCSS - Symposium name middle TAPI/Agent certification. as a result, the Contact center examination need to be effectively completed to obtain this certification.
NNCSE - IP Convergence Succession one thousand/1000M Rls. three.0
This certification exams the skill to deploy, configure, preserve, and optimize the VoIP Succession one thousand/1000M Rls. 3.0. This certification covers the configuration, succession branch office (BO), far off workplace, operation, and Meridian 1 to Succession 1000M three.0 migration processes for the Succession a thousand/1000M Rls. 3.0, cyber web Telephones i2xxx, far off office 91xx, and Optivity Telephony supervisor (OTM) 2.1. To circulate the certification, the candidate need to first acquire their NNCSS - VoIP Succession CSE 1000 Rls. 2.0 or the VoIP Succession a thousand/1000M Rls. 3.0 setting up & maintenance certification. due to this fact, an additional extra tricky version of the Succession one thousand/1000M Rls. 3.0 examination need to be efficaciously accomplished to gain this certification.
in the IT trade, certifications are a method to validate someone's abilities inside a targeted area. The above Nortel IP Telephony certifications are one of the crucial equipment that can exhibit the capabilities of an IP Telephony help knowledgeable. These certifications couldn't change years of business event, but they do supply the groundwork to assist and control Nortel Voice over IP options.
The subsequent tip will focus on Nortel's Design IP Telephony certification tune.
Richard Parsons (CCIE#5719) is a supervisor of skilled services for Callisma Inc., a totally owned subsidiary of SBC. He has constructed a fantastic groundwork in networking ideas, superior troubleshooting, and monitoring in areas comparable to optical, ATM, VoIP, routed, routing, and storage infrastructures. prosperous resides in Atlanta GA, and is a graduate of Clemson tuition. His background includes senior and predominant consulting positions at overseas community features, Lucent, and Callisma.
TORONTO, Jul 15, 2009 (M2 PRESSWIRE by means of COMTEX) -- 5 new industrial choices for the Nortel* [OTC: NRTLQ] and Microsoft resourceful Communications Alliance (ICA) were delivered at the Microsoft worldwide associate conference. the new answer applications are tailor-made to the selected needs of businesses to deliver the simplicity and better velocity of operations enabled with the aid of unified communications. the new technologies permit organizations to understand colossal productiveness good points and operational efficiencies that deliver a aggressive area.Nortel has experienced tremendous success deploying Microsoft telephony solutions for world corporations as a part of the Microsoft voice pilot program. the new commercial offers display the persisted innovation, investment and dedication to the ICA relationship.
"Transitioning to a unified communications environment doesn't should be complex, and these new ICA solutions are designed to provide an easy, good value ability for businesses to make that transition," said Craig Schuman, director of company development and strategy for the unified communications community at Microsoft. "Nortel's dedication to proposing unified communications solutions that integrate effortlessly with Microsoft office Communications Server and Microsoft exchange Server has been a key aspect in the success of the ingenious Communications Alliance." "Unified communications take business operations to a new realm," stated Joel Hackney , president, enterprise options, Nortel. "CXOs are realizing a brand new approach - one that goes beyond business continuity and extends into realm of company probability. ICA solutions convey the capabilities that permit this fundamental shift. agencies can't stand nonetheless during this ambiance, and need each potential attainable. Nortel and Microsoft are delivering the skill to realize that expertise right now, holistically and economically. Being the exact Microsoft companion is of key significance to supplying these capabilities to our shoppers - and we appear forward to nurturing the connection within the years ahead." New answer Bundles give UC groundwork The five new business offerings for the creative Communications Alliance are designed to accelerate deployment and simplify the transition to unified communications. The built-in applications lower the barrier to entry, simplify their buy and deployment, and supply a price-beneficial ability to evaluate the expertise to show their value in the client's networking environment. New solution bundles include: - SIP Contact core 7.0 + Microsoft workplace Communications Server: The Contact middle 7.0 liberate brings unified communications into the contact core via its integration of OCS2007 presence capacity, proposing the potential to immediately contact the appropriate discipline remember professional resulting in better first name resolution quotes.
- internet features: focused at groups with one hundred-500 clients, this answer comprises UC capabilities that permit seamless consumer event with presence and click-to-call into other enterprise applications and strategies.
- enterprise Lighthouse: This offering provides a value-constructive alternative for the tremendous commercial enterprise to take expertise of the greater productivity that unified communications provides. The offer includes deployment capabilities to allow UC integration, together with office Communications Server Voice and Conferencing and Microsoft alternate Voicemail for deployments of improved than 2,000 clients.
- business Mini Lighthouse: This offering gives a value-advantageous option for the small commercial enterprise to take expertise of the greater productivity that unified communications gives. The present includes deployment capabilities to allow UC integration, office Communications Server Voice and Conferencing and Microsoft trade Voicemail for deployments beginning at 250 clients.
- UC Conferencing: for extremely big-scale conferencing capabilities, this equipment gives a price-effective option for organizations to take advantage of the more desirable productiveness that unified communications gives via Microsoft workplace Communications Server 2007 liberate 2. The present includes consulting and the essential deployment services to allow the office Communications Server conferencing capability for a minimum of 500 clients.
New purchasers pressure Momentum in addition to the 1,300 ICA customer wins over the three year settlement between the companies, Movares and SQLSoft+ are probably the most fresh purchasers to realize the advantages of deploying ICA solutions.
"We anticipate a fast ROI on this deployment," referred to Steve Brugger, president, SQLSoft+. "we are realizing mark downs of 30 % each month on reduced cell and facts expenses by myself. Our distant places personnel reside linked transparently and have all however eradicated their cellular phone fees when contacting our US workplace. when you consider that we had already deployed ECALS on the client machines, our client hardware expenses were limited to low in cost USB handsets, that have been one-third the rate of most IP telephones. Being capable of run our old and new telephone techniques in parallel all over deployment made for a very speedy training and adoption cycle in addition to a easy cutover. The conferencing aspects have also reduced our expenses." SQLSoft+ selected Nortel professional features to support enforce the answer. Nortel is a Gold licensed techniques integrator for Microsoft UC solutions.
Peter Dubbelman, senior IT marketing consultant, Movares, an engineering consultancy enterprise based within the Netherlands talked about, "We chose Nortel as a result of their collaboration with Microsoft, as this offered a low risk and seamless integration for Unified Communications with our current Microsoft ambiance. Our goal turned into to enable working any place each time, the usage of built-in voice and statistics capabilities on each computer systems and smartphones. After the pilot, ninety six % of our personnel would no longer are looking to go lower back to our ancient gadget, and scaling up to the total company yielded loads of compliments for our ICT branch." "Nortel continues to be a stalwart Microsoft accomplice and is dedicated to the success of ICA as a means to assisting our customers clear up their company complications," noted Susan King, chief, resourceful Communications Alliance, Nortel. "we've sharpened our execution with a spotlight on delivering crucial utility and capabilities to increase Microsoft's unified communications offering. These new capabilities are helping our consumers streamline and truncate their operations with the aid of extending their unified communications capabilities deeper within their company's company applications and strategies." About Nortel Nortel promises communications capabilities that make the promise of enterprise Made elementary a reality for our clients. Our subsequent-era technologies, for both service company and enterprise networks, aid multimedia and enterprise-important applications. Nortel's technologies are designed to help dispose of trendy obstacles to effectivity, speed and efficiency through simplifying networks and connecting americans to the assistance they need, after they need it. For more counsel, visit Nortel on the net at www.nortel.com . For the newest Nortel news, seek advice from www.nortel.com/news .
certain statements in this press unencumber may also include phrases comparable to "might", "expects", "may also", "anticipates", "believes", "intends", "estimates", "ambitions", "envisions", "seeks" and different similar language and are regarded forward-looking statements or counsel below applicable securities legislation. These statements are according to Nortel's latest expectations, estimates, forecasts and projections about the operating atmosphere, economies and markets through which Nortel operates. These statements are subject to vital assumptions, risks and uncertainties, which are difficult to predict and the specific effect could be materially distinctive from those contemplated in ahead-looking statements. For more information with recognize to definite of these and different factors, see Nortel's Annual file on Form10-k, Quarterly studies on form 10-Q and different securities filings with the SEC. until in any other case required by relevant securities legal guidelines, Nortel disclaims any intention or obligation to update or revise any forward-searching statements, even if as a result of new assistance, future events or otherwise.
*Nortel, the Nortel logo and the Globemark are emblems of Nortel Networks.
Use of the terms "partner" and "partnership" does not indicate a criminal partnership between Nortel and another birthday celebration.
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A metal sculpture of the Nortel Networks logo stands outside the company’s Toronto headquarters in January.
Nokia Siemens Networks negotiated a shrewd $650 million agreement to buy the crown jewel of the bankrupt Nortel Networks–the shrinking, but highly profitable voice-only wireless technology called CDMA–together with an R&D group developing systems to upgrade carrier networks to ultra-broadband speeds.
After months of negotiations in Munich, Toronto, Dallas and New York, and a tense final day in the offices of the law firm Cleary Gottlieb Steen & Hamilton, the companies signed a deal late Friday. The timing was somewhat unfortunate for Nortel. It believed it had to announce the deal quickly, along with its decision to wind down its business by selling off its assets and delisting its shares, to comply with the rules of the Toronto Stock Exchange but feared the announcement would be seen as if it were trying to bury the news.
Nokia Siemens, the world’s No. 2 maker of wireless telecommunications gear by sales, has long sought to expand its North American presence and is feeling the heat across the globe from Huawei Electronics Co. of China, which soared into the No. 3 slot this year (as it improved the quality of its low-cost equipment).
Nokia Siemens ended up agreeing to buy a smaller, but richer, slice of Nortel’s carrier networks division since Nortel rejected its initial $850 million unsolicited bid made in March. In the intervening months, orders had crumbled amid uncertainty created by the bankruptcy process and Nortel’s chief executive, Mike Zafirovski, lowered his expectations for the value the company’s assets would fetch.
Instead, Nokia Siemens is buying “substantially all” of the CDMA business, but leaving behind some unprofitable international contracts including that with the carrier China Unicom. The unit had $2.2 billion in sales last year, and people familiar with the matter estimated its operating profit at around $700 million. Gone from the deal was Nortel’s market-leading VoIP business, used to transmit voice calls over the Internet, and a legacy voice technology known as TDM. Given the offering price, Nortel decided to separately sell those assets, bundled into a unit called Carrier Valued Added Services.
“We believe the agreement signed with NSN maximizes value while preserving technology innovation, our customer base and employment to the greatest extent possible,” said spokesman Jay Barta.
The research firm Dell’Oro Group expects global CDMA sales to decline from $5.9 billion last year to $1.2 billion in 2013. Still, some say the technology will have a longer life if carriers delay upgrades, or keep legacy networks operating longer to handle voice calls, to keep it off advanced networks already straining to handle a crush of video and data traffic.
In addition, Nokia Siemens agreed to acquire an R&D team developing LTE access, designed to most efficiently use wireless spectrum and speed data transmission. The deal also requires Nortel to provide back-office, IT and other support services to the buyers of its assets over an extended period.
Miscellaneous SoftwarePress Release Summary:
Available as supplement to INSPIRATIONpro v7.0 quality monitoring software, AGENTassistance helps optimize real-time online interactions between agents and supervisors, especially during difficult phone calls. To initiate assistance, agents click icon to send pop-up message to assigned supervisor. Supervisors may respond through online e-coaching window using chat or pre-defined messages. In extreme cases, they may assume control of agent's computer and customer interaction.Original Press Release: ASC Enhances E-coaching in Contact Centers
Announces new release of AGENTassistance
Hoesbach/Germany, June 13, 2006 - ASC (www.asctelecom.com), a leading provider of communications recording and quality monitoring solutions for contact centers, financial institutions, and public-safety and government organizations, today announced contact centers could enhance e-coaching by purchasing a new release of its AGENTassistance module, an optional supplement to the quality monitoring software, INSPIRATIONpro.
E-coaching refers to real-time online interactions between agents and their supervisors, especially during difficult phone calls. By providing the agent with on-the-job training through confidential communications, e-coaching achieves high-quality service and increases productivity without alarming the customer about assistance from a new agent.
AGENTassistance works through agent and supervisor applications installed on their respective PCs. Supervisors monitor a list with the status of their subordinates (e.g. online, offline, needs help). To initiate assistance, agents click a special icon to send a pop-up message to their assigned supervisor.
Supervisors may respond through the online "e-coaching" window in several ways including chat or pre-defined messages. In more extreme cases, they may initiate voice or screen monitoring, or even assume control of the agent's computer and customer interaction.
Michael Sauer, Vice President Operations of ASC, said, "Education of service agents must be pursued in both the classroom and through real-time customer interactions. E-coaching guarantees a consistent, enterprise-wide service level among contact center staff and allows skill adjustments with minimum effort. Products such as AGENTassistance, by facilitating rapid reaction to unique situations, ensure the customer remains satisfied while the contact center maintains its productivity."
AGENTassistance works with the recently released INSPIRATIONpro 7.0. The quality monitoring software now also contains a customer feedback module and offline word spotting. When combined, INSPIRATIONpro and AGENTassistance complete the standard quality monitoring cycle: recognize - measure - analyze - improve.
About ASCASC, headquartered in Hoesbach, Germany, is a leading global provider of integrated communications recording and quality monitoring solutions for contact centers, financial institutions, and public safety and government organizations. With more than 40 years experience in the communications industry, ASC has over 20,000 installations in more than 60 countries.
Focused on quality, liability and risk management, ASC's communications recording solutions preserve, evaluate and analyze all customer interactions by telephone (including VoIP), fax, e-mail, web chat/browsing and desktop computer activity in both traditional and web-based environments.
ASC's quality monitoring solutions improve the performance of contact center agents and the entire customer experience. The browser-based products are easy to access, use and deploy, and increase productivity and customer loyalty while decreasing staff turnover and security risks.
With subsidiary companies in the United States, United Kingdom, France, Switzerland, Hong Kong and Singapore, and selected distribution partners, ASC integrates with leading providers including Alcatel, Avaya, Cisco, Mitel, NEC, NextiraOne, Nortel, Siemens and T-Systems, allowing customers to easily implement ASC solutions in almost every environment.
For more information, contact:ASC telecom AG Seibelstrasse 2 - 4 63768 Hoesbach GermanyContact: Dr. Ruth Radl, Web CommunicationPhone: +49 6021 5001-283Fax: +49 6021 5001-310E-Mail firstname.lastname@example.orgInternet www.asctelecom.comRelated Thomas Industry Update
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