IP Contact Centre Solution 207
IP Contact Centre Solution
Customer Needs
• Converge voice and data infrastructure in the contact centre for increased savings and reduced
operating costs
• Optimise resources by creating a virtual contact centre with skills distributed across a wide
geographic area
• Extend the reach of the contact centre and harness the unprecedented potential of the Internet
by implementing IP Contact Centre solutions
• Provide reliable and cost effective remote solutions to individual agents and supervisors at home
and branch locations
• To improve overall customer satisfaction through better utilisation of distributed or virtual resources
• Enhance contact centre flexibility to manage peak and seasonal loads and provide 24x7 service
• Allow customers to do business anytime, anywhere while enjoying seamless access to the best
possible service
• Create a virtual contact centre using IP that spans wide geographic areas and crosses multiple
time zones, ensuring the best agent available handles each caller's needs promptly
• Evolve gracefully or move immediately to a VoIP environment without compromising on the existing
Meridian 1 and Symposium Contact Centre capabilities
• Migrate to a VoIP environment with absolutely no disruption to the daily operations of
the existing contact centre
• Move immediately to an all VoIP environment, keeping the existing Symposium Call Centre Server
or Symposium Express Call Centre without losing any contact centre features
• Maintain telco-grade reliability in a mission critical VoIP contact centre environment with fallback
to PSTN and fully survivable local calling capability
Nortel Networks Solution
Customers can use either Symposium Call Centre
Server or Symposium Express Call Centre with an IP-
enabled Meridian 1 (Figure 1) to leverage the power
and performance of Internet Telephony. Regardless
of their business environments – single site or
geographically dispersed – they can use Internet
Telephony to simplify management and
administration and to extend contact centre
capabilities to agents. This flexibility results in lower
operating costs and increased employee retention,
both of which improve profits.
Customers who wish to maintain an all IP
environment can use Symposium Call Centre Server
or Symposium Express Call Centre with Succession
Communication Server for Enterprise (CSE) 1000
(Figure 2). The Succession CSE 1000 is a server-based,
IP-distributed communication system that delivers
an unprecedented level of performance and range of
system features. It allows customers to implement IP
Telephony without sacrificing the quality of business
communications that an enterprise requires.
With IP Contact Centre solutions from
Nortel Networks, you can choose the technology
solution you need to conduct business today
without having to overhaul or invest in completely
new communications infrastructures.
Consistent Customer Experience