920-173 exam Dumps Source : Nortel Contact heart Rls. 7.0 Technical(R) Support
Test Code : 920-173
Test name : Nortel Contact heart Rls. 7.0 Technical(R) Support
Vendor name : Nortel
: 60 existent 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 current contact middle products and services arming brand current agencies with essentially the most advanced capabilities accessible. Heading up the brand current 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 avow 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 flat of competency and scholarship 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 merge purposes with company techniques is amend 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 enjoy ours chop back expenses and pace their capacity to enhanced serve their 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 their 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 heart 7.0 gives open utility Programming Interfaces the spend of a functions Oriented architecture (SOA), which makes it practicable for integration of the contact heart 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 derive 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 spend of SIP-based mostly presence. brokers can moreover spend 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 divorce utility, Nortel has fully built-in this technology within Contact core 7.0 to ameliorate the effectivity of agents by using permitting the system to intelligently foretell 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 design out of contact middle and self-carrier workflow advent. With SCE, the workflow orchestration between several purposes is simplified using open, web functions interfaces, which reduces the can impregnate and hasten of deployment. Nortel estimates spend of this device to be five times quicker than typical workflow introduction strategies.
- features - Contact middle 7.0 avow is complemented with the aid of an better set of recent capabilities spanning replete 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, search 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 divorce server; and extension of SIP CTI interworking to aid Avaya AES.
"To name a brand current product next-gen has become cliche, but Nortel has in reality achieve its Interactive Communications Portal in a category with the aid of itself in terms of imaginitive design, openness, interoperability requisites lead 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 moreover continues to pursue an open utility ambiance adding here performance as a piece of ACE liberate 1.2:
- extended lead 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 expand efficiencies, dwindle operating charges, and construct customer loyalty," talked about Joel Hackney, president, enterprise options, Nortel. "UC-enablement is clearly the route forward and they now accommodate provided an easy roadway for their valued clientele to attain 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 suffer throughout purposes and gadgets complemented by means of a affluent features result that can customize solutions in line with a consumer's wonderful business needs.
Nortel is a diagnosed leader in offering communications capabilities that manufacture the pledge of business Made simple a fact for their shoppers. Their subsequent-era technologies, for both provider provider and enterprise networks, aid multimedia and enterprise-critical functions. Nortel's technologies are designed to assist derive rid of trendy boundaries to efficiency, hasten and efficiency via simplifying networks and connecting americans to the assistance they want, after they exigency it. Nortel does business in additional than 150 countries replete over the world. For more counsel, search advice from Nortel on the internet at www.nortel.com. For the latest Nortel news, search advice from www.nortel.com/news.
definite statements in this press unlock may moreover 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 realm to crucial assumptions, hazards and uncertainties, which might be problematic to augur and the exact result may be materially diverse from these meditated in forward-searching statements. For additional info with cherish to several of these and other factors, view Nortel's Annual file on Form10-okay, Quarterly experiences on configuration 10-Q and other securities filings with the SEC. unless otherwise required through apropos securities legal guidelines, Nortel disclaims any intention or obligation to update or revise any ahead-searching statements, no matter if as a result of current 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 witness 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 exigency 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: lead 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 achieve 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 achieve 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 contour of convergence applied sciences.
NNCSS - CallPilot Rls. 2.0
This certification tests the means to achieve in force, function, and troubleshoot the VoIP CallPilot 2.0. This certification covers hardware, administration, interoperability with Meridian 1 switches, and protection of a separate web site CallPilot gadget. To flux the certification, two tests must be correctly achieved: Meridian Database and CallPilot 2.0.
NNCSS - Symposium name heart Server or Symposium muster middle Server setting up and maintenance
These two certifications test the capability to enforce, operate, and troubleshoot the Symposium muster middle Server. each certifications cowl hardware, utility setting up, administration, and renovation of Symposium muster heart Server four.2, Symposium net customer four.0, and Symposium categorical 3.0. despite the fact, the Symposium muster middle Server certification moreover checks the structure, customized configuration and integration of the server. To circulate both of those certifications, one examination accommodate to be effectively accomplished: Symposium name core or Symposium muster core installation and upkeep, respectively.
NNCSS - Symposium muster heart TAPI/Agent or name core TAPI/Agent installation and upkeep
These two certifications check the capacity to implement, function, and troubleshoot the Symposium name heart 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 accommodate to be successfully completed: Symposium muster 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 achieve 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 muster middle certification moreover tests the architecture and integration of the muster core. To amble both of the certifications, one exam accommodate to be effectively completed: Symposium specific muster middle or Symposium categorical muster 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 flux 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 flat view of convergence technologies.
NNCSS - VoIP Succession a thousand/1000M Rls. three.0 DB Administrator
This certification assessments the means to hold 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 spend of fundamental Alternate Route preference (BARS) and community Alternate Route alternative (NARS). To amble 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 amble 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 faculty to achieve into effect, operate, and troubleshoot an superior Nortel Networks IP Telephony solution. The lead 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 hold advanced Nortel IP Telephony options.
NNCSE - CallPilot 2.0 Unified Messaging options
This certification assessments the faculty 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 accommodate utilization for a multi web page CallPilot equipment. To flux the certification, the candidate exigency 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 faculty to implement, operate, troubleshoot and optimize the Contact middle items. This certification covers the candidate's capabilities on the Symposium name heart Server (SCCS)/Symposium express name center/Symposium internet client, Symposium TAPI service company (TAPI SP), Symposium Agent, and the Symposium internet heart Portal. To circulate the certification, the candidate accommodate to first achieve their NNCSS - Symposium name middle Server and the NNCSS - Symposium name middle TAPI/Agent certification. as a result, the Contact heart examination exigency 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 exigency 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 exigency 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 apparatus that can exhibit the capabilities of an IP Telephony attend knowledgeable. These certifications couldn't change years of business event, but they result 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 current industrial choices for the Nortel* [OTC: NRTLQ] and Microsoft resourceful Communications Alliance (ICA) were delivered at the Microsoft worldwide associate conference. the current avow 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 current technologies permit organizations to understand colossal productiveness well-behaved points and operational efficiencies that deliver a aggressive area.Nortel has experienced tremendous success deploying Microsoft telephony solutions for world corporations as a piece of the Microsoft voice pilot program. the current commercial offers array the persisted innovation, investment and dedication to the ICA relationship.
"Transitioning to a unified communications environment doesn't should be complex, and these current ICA solutions are designed to provide an easy, well-behaved value faculty for businesses to manufacture 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 purloin business operations to a current realm," stated Joel Hackney , president, enterprise options, Nortel. "CXOs are realizing a brand current 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 exigency each potential attainable. Nortel and Microsoft are delivering the skill to realize that expertise birthright now, holistically and economically. Being the exact Microsoft companion is of key significance to supplying these capabilities to their shoppers - and they loom forward to nurturing the connection within the years ahead." current avow Bundles give UC groundwork The five current 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 faculty to evaluate the expertise to witness their value in the client's networking environment. current 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 arrogate discipline bethink professional resulting in better first name resolution quotes.
- internet features: focused at groups with one hundred-500 clients, this avow 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 purloin expertise of the greater productivity that unified communications provides. The present 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 diminutive commercial enterprise to purloin 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 nascence at 250 clients.
- UC Conferencing: for extremely big-scale conferencing capabilities, this apparatus gives a price-effective option for organizations to purloin 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 mercurial ROI on this deployment," referred to Steve Brugger, president, SQLSoft+. "we are realizing track downs of 30 % each month on reduced cell and facts expenses by myself. Their far places personnel reside linked transparently and accommodate replete however eradicated their cellular phone fees when contacting their US workplace. when you consider that they had already deployed ECALS on the client machines, their client hardware expenses were limited to low in cost USB handsets, that accommodate been one-third the rate of most IP telephones. Being capable of dash their extinct and current telephone techniques in parallel replete over deployment made for a very speedy training and adoption cycle in addition to a easy cutover. The conferencing aspects accommodate moreover reduced their expenses." SQLSoft+ selected Nortel professional features to support implement 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 their current Microsoft ambiance. Their goal turned into to enable working any position each time, the usage of built-in voice and statistics capabilities on each computer systems and smartphones. After the pilot, ninety six % of their personnel would no longer are looking to proceed lower back to their ancient gadget, and scaling up to the total company yielded loads of compliments for their ICT branch." "Nortel continues to be a stalwart Microsoft accomplice and is dedicated to the success of ICA as a means to assisting their customers lucid up their company complications," famed Susan King, chief, resourceful Communications Alliance, Nortel. "we've sharpened their execution with a spotlight on delivering crucial utility and capabilities to expand Microsoft's unified communications offering. These current capabilities are helping their 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 manufacture the pledge of enterprise Made elementary a reality for their clients. Their subsequent-era technologies, for both service company and enterprise networks, aid multimedia and enterprise-important applications. Nortel's technologies are designed to attend dispose of trendy obstacles to effectivity, hasten and efficiency through simplifying networks and connecting americans to the assistance they need, after they exigency it. For more counsel, visit Nortel on the net at www.nortel.com . For the newest Nortel news, search advice from www.nortel.com/news .
certain statements in this press unencumber may moreover comprise 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 theme to vital assumptions, risks and uncertainties, which are difficult to foretell and the specific result could be materially distinctive from those contemplated in ahead-looking statements. For more information with recognize to several of these and different factors, view Nortel's Annual file on Form10-k, Quarterly studies on configuration 10-Q and different securities filings with the SEC. until in any other case required by apropos securities legal guidelines, Nortel disclaims any intention or obligation to update or revise any forward-searching statements, even if as a result of current 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 witness 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 sagacious $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 current York, and a tense final day in the offices of the law difficult Cleary Gottlieb Steen & Hamilton, the companies signed a deal late Friday. The timing was relatively ill-fated for Nortel. It believed it had to proclaim 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 property 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 final year, and people chummy 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, their customer foundation and employment to the greatest extent possible,” said spokesman Jay Barta.
The research difficult Dell’Oro Group expects global CDMA sales to decline from $5.9 billion final year to $1.2 billion in 2013. Still, some command the technology will accommodate a longer life if carriers delay upgrades, or hold legacy networks operating longer to wield voice calls, to hold it off advanced networks already straining to wield a mash of video and data traffic.
In addition, Nokia Siemens agreed to acquire an R&D team developing LTE access, designed to most efficiently spend wireless spectrum and hasten data transmission. The deal moreover 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 property 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 current release of AGENTassistance
Hoesbach/Germany, June 13, 2006 - ASC (www.asctelecom.com), a leading provider of communications recording and property monitoring solutions for contact centers, fiscal institutions, and public-safety and government organizations, today announced contact centers could enhance e-coaching by purchasing a current release of its AGENTassistance module, an optional supplement to the property 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 current 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 flat among contact heart 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 heart maintains its productivity."
AGENTassistance works with the recently released INSPIRATIONpro 7.0. The property monitoring software now moreover contains a customer feedback module and offline word spotting. When combined, INSPIRATIONpro and AGENTassistance complete the gauge property monitoring cycle: recognize - measure - dissect - improve.
About ASCASC, headquartered in Hoesbach, Germany, is a leading global provider of integrated communications recording and property monitoring solutions for contact centers, fiscal institutions, and public safety and government organizations. With more than 40 years suffer 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 dissect replete 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 property monitoring solutions ameliorate the performance of contact heart agents and the entire customer experience. The browser-based products are easy to access, spend and deploy, and expand 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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