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Marketing Information:
When customers pick up the phone or browse a company´s Web site, what happens next can be the difference between success and failure. Whether customers are looking to place their first order, reorder, or receive help, Business Communications Manager can help deliver the level of service that leads to success. Enables agents in multiple locations to support the same queue - even agents working from home can receive calls as if they were at the office. Call processing is seamless, enabling a business to get maximum efficiency from its employees.
Main Specification
| Product Type | Software |
| Manufacturer Part Number | NTKC0021 |
| License Type | Complete Product |
| Platform Support | PC |
| License Pricing | Standard |
| Manufacturer | Nortel Networks Limited |
| Software Type | IP Telephony |
| Manufacturer Website Address | www.nortelnetworks.com |
| License Quantity | 1 User |
| Software Sub Type | IP Telephony |
| Features | Advanced call centre capabilities:
Call Transfer improves service by providing customers with access to the extension or voice mailbox of a helpful party, without waiting through the queue.
Agent Phone Set Display provides agents with caller data such as CLID and DNIS right on their phone´s LCD screen.
Agent Dynamic Priority matches callers to the agent who is best able to handle their needs, delivering
skill-based routing to a company´s call centre.
Call Priority helps contain costs by answering calls placed to the toll-free number ahead of calls entering the system via a local line.
Delegated Call Centre Management enables the administrator to off load certain management tasks to the call centre supervisor, while still maintaining control over the system.
Expected Wait Time in Queue informs callers of their anticipated time in queue, so they can decide
to continue to wait for a live agent, interact with BCM IVR, or leave a message.
Integrated Recorded Announcer comes standard with the BCM´s call centre. Additional external equipment and interfaces are not required.
Auto Attendant can initially greet callers, and play a different greeting based on time of day and/or day of week.
Integrated Music On Hold allows prerecorded music and other information to be downloaded to
the BCM and played while the caller is on hold.
Comprehensive Reporting Capability shows call centre activity, traffic fluctuations, agent performance and work characteristics, usage of call centre resources, and overall system performance.
Silent Monitor allows a call centre supervisor to monitor an agent silently without alerting the agent or caller that the call is being monitored.
Intelligent Call Centre Routing offers methods for moving a call around the call centre based on various input conditions. |
| Brand Name | Nortel |
| Software Name | Business Communications Manager Call Center - Complete Product |
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DataSheet
