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Auto Call Distribution (ACD)
1)
Norstar ACD's deliver comprehensive call center information in
real-time, updated every second, so you can make informed decisions.
This critical call center performance information can be made available
to anyone in your company—supervisors, agents, managers—via the LAN.
What’s more, agents receive
queue information right on the LCD Window built in to every Norstar telephone.
2) Norstar ACD systems provide one of the most comprehensive lists of reports available.
Since ACD is a PC-based application, storage space is provided on the
Norstar for archiving reports; or you can download the data into other
popular business software applications for further analysis or graphing.
3)
With Norstar ACD systems, agents can login and supervisors can register
from any telephone set in the system, providing greater mobility and
flexibility. At any telephone set, agents can record calls, go
unavailable, enter category codes, ask for supervisor help, and view
call queue information for any of their groups.
4) Norstar
ACD systems provide the capability to prioritize calls by line, group,
CLID/ANI, or DNIS/DID—providing your business with multiple methods to
prioritize and to answer the most important calls first.
5)
Norstar ACD allows cross-trained agents to sign in up to multiple
different groups simultaneously to reduce holding time, maximize call
distribution, and increase staff utilization.
6) Norstar
ACD’s automatically switch between day and night routing, ensuring the
call center adheres to its hours of operations, helping you control
your staff expenses. More importantly, each ACD group has its own set
of routing tables and hours, allowing you to customize responses and
operating hours to different groups of customers. Norstar ACD also has
a unique emergency routing table. In cases of inclement weather, fire
alarms, meetings or celebrations, for example, emergency routing can be
used, informing your customers of the situation.
7) Norstar
ACD’s offer individual agent performance reports, as well as group
reports, accessible via the LAN or from a remote site, to make employee
evaluation and feedback easier. And unlike other systems, Norstar ACD
systems support a color monitor and provide a color-coded agent status
screen to allow managers to quickly spot staffing problems.
8)
Norstar ACD systems support three different types of agent selection:
Longest Idle, Round Robin, and Top Down. Top Down routing is important
when you want your most skilled agents to take the majority of calls.
Plus, the agent selection method is set by group, not system-wide like
other systems. Norstar ACD’s also offer advanced selection
functionality based on DNIS/DID, CLID/ANI, emergency
routing, skills-based routing, and priority queuing.
9)
Norstar ACD’ systems offer built-in announcement capabilities which
eliminate the expense and service issues of other systems. Up to 16
simultaneous announcements and multiple recorded announcements are
supported, allowing groups to customize their greetings based on
current conditions.
10) Norstar
ACD systems are fully integrated with Norstar Voice Mail. This means
calls may be seamlessly routed between the ACD and Voice Mail, which
allows callers to leave messages in specific mailboxes, listen to
Informational Mailboxes, or retrieve information from a Fax-on-Demand
mailbox.
What’s more, after retrieving information or leaving a
message in Norstar Voice Mail, callers can choose to be routed back to
specific ACD groups.
11)
Norstar ACD systems offer Caller Directed Routing that allows calls to
be routed to a specific ACD group based upon the DTMF digits entered by
the caller. Unlike automated attendants, Caller Directed Routing allows
for the entry of multiple digits such as in customer ID numbers, credit
card numbers, social security numbers, or zip codes.
13)
Norstar ACD systems offer QTime Announcements that provide callers
valuable information as to how long they may wait before being answered
by an available agent. QTime Announcements include Average QTime
Announcements that tell the caller the average time they will have to
wait before their call is answered, and Expected QTime Announcements
that tell the caller how long they will have to continue to wait before
their call is answered. Expected QTime incorporates the amount of time
the caller has already been waiting in queue.
Many ACD systems do not integrate with voice messaging systems. Most systems have no way to track
the types of calls coming in to the call center. Most systems don’t
offer this functionality or they require the addition of a separate IVR
system. Most systems don’t provide information regarding how long a
caller will wait before their call is answered.
Web-enabled call centers provide measurable
results and superior customer service
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Application Brief
Features and benefits
- Intelligent routing reduces wait times
and improves customer service by
routing callers based on call source or
destination, or on caller-entered data
- Configurable skillsets segment call
centers based on product, language,
or other criteria
- Agents can belong to multiple skillsets
and be prioritized to field calls based
on their level of expertise
- Distributed Call Center increases availability
of agents with expert skillsets, empowering them to field calls from
almost any location on the IP network
- Intelligent on-screen IP wallboards
provide agents and supervisors with
real-time feedback on calling activity
from each skillset
- Granular call center management
facilitates efficient call processing,
including skillset-based routing, auto
attendant, and caller prioritization
based on number called, time-inqueue,
and Caller ID
- Web-enabled call center is easily
activated, enabling Web surfers to “click for agent” and be routed to the
call center for an online chat or phone
callback
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Nortel Networks Business Communications Manager Call Center Software
In today’s ever-changing business environment, creating a call center that
delivers top-flight customer service can give your company a competitive edge.
And by activating either the Basic or Professional Call Center solution on your
Business Communications Manager, your business can create a cost-efficient
system for fielding large volumes of calls by a minimal number of agents.
The key to creating a successful call center is measurability—when call volume
and agent performance can be tracked and analyzed, it leads directly to enhanced
customer service. Business Communications Manager now includes powerful
tracking and reporting capabilities that enable call patterns to be matched with
appropriate personnel resources.
These turnkey reports are ideal for allocating resources, enabling your company to
determine the correct number of agents and skillset resources to precisely meet
your customers’ needs. Key factors such as daily and seasonal trends and skillset
usage are easily tracked, delivering a cost-effective solution by ensuring call center
efficiency.
The advanced features included in the Business ommunications Manager Call
Center solution can enable your company to go head-to-head with your toughest
competitors. By ensuring that calls are answered quickly and routed to the agent
best suited to answer the caller’s concerns, your company can gain a strategic edge
by delivering superior customer service.
The Call Center solution is tightly integrated with the other powerful features of
the Business Communications Manager platform, including CallPilot* voice mail,
auto attendant, and Caller ID data from the public switched network. These
interlinked features are a key component of the Nortel Networks Call Center communication solutions.
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Reporting for Call Center capabilities
Reporting for Call Center is a complete, turnkey solution that delivers real-time
displays and historical reports of call center activity. These real-time displays
include visual alarms and threshold levels that enable team leaders to quickly
resolve potential problems. By providing powerful management tools that deliver
visibility into the call center, Reporting for Call Center helps maximize the use
of call center resources to efficiently handle incoming customer contacts.
A flexible, Web-based reporting package, Reporting for Call Center does not
require the installation of client software. Call center managers can easily point
their browser to the Reporting for Call Center Web server and access specific
information from anywhere on the IP network.
- Real-time information enables supervisors to monitor skillset traffic and agent
performance, and to reallocate resources on an as-needed basis
- Generates reports for any elapsed period of time, streamlining the process of
collecting the exact information required
- Intuitive Web-based tools enable managers to control the skillsets that supervisors
can access, and the capability to assign wallboard access to supervisors
and agents
- Tight integration with other BCM applications provides automatic updates of
Reporting for Call Center information, including changes in skillsets and the
addition or deletion of agents
- Provides Message Waiting indicator that displays the number of unread
messages in skillset mailboxes
- Multilingual capabilities enable supervisors to operate
in their own language, independent of the language
used by other supervisors
- Wallboards and softboards can operate in the language
appropriate for individual agents
- Data can be exported to Crystal Reports, Microsoft
Excel, Microsoft Word, or Adobe Acrobat for creation
of customized reports
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