Hi there

I'm new to the board how ever i am really glad i have found it it has already given me lots of new ideas to use with my team, i am stuck on one small area though and any help would be gratefully received.

My inbound call centre currently has around 25 heads, and although we are running in an open plan office and monitoring from a Avaya CMS system the wall boards available to me still run from an old Bcms they are very un reliable and constantly crash, i have tried to get some information from companies about what would work best for my area however they all seem to want to look at providing what they think will do us if we grow, (this is planned but not in the immediate future), i need a system which will run with my CMS and can be expanded when the time comes for us to take over the rest of the office as call centre, any one got any ideas??

I have 2 200seat outsource call centers. We aren't using wallboards anymore. Instead we are using little applets we call tickers that run on each agents computers. We have the Aspect Real Time server that collects data from various sources and multicasts it to the applets. Each team sees information only applicable to them. In a smaller setting you could narrow it down to each agent.

Not sure if other companies produce something similar.

Regards,
Marianne

Might be worth thinking about Plasma screens.

That way they will (probably) be compliant with a next
generation switch / MIS System.

HTH

DaveA

Hi Zylene,

I work fo a company called Call Centre Technology (www.callct.co.uk) and we are Avaya call centre specialists (we deal solely with Avaya). Could you mail me your details and I could get one of my technical chaps to contact you and resolve this?

Many thanks

Jack
Internal Executive
Call Centre Technology Ltd.
0117 3115808(ddi)
www.callct.co.uk

CCT are the winners of the 2002 Avaya EMEA Business Partner Best Business Practice Award

Telebusiness Partners is now a division of Call Centre Technology

Hi Zylene!

I maintain a 400 agent Avaya (it's actually an old Lucent G3) based call-centre taking approx 22000 inbound calls per week. I too have a CMS system and we use 2 Spectrum & 2 Symon wallboards. This system has been in and running for over 4 years, and although we have had no major issues during service we suffered crashes etc shortly after installation. I spent quite a bit of time learning about the ins/outs of BCMS/CMS & UNIX and eventually found that the fault ws in the initial install of CentreVu and after reinstalling with a different config it worked fine and has done since.

I'm concerned that you may be looking at options that may not be necessary or may cost more than you need to spend.

Hope this helps.

Please give me a shout if you need further info.

Simon
simon.atkinson@enterprise.plc.uk

hmmm some of Simons information seems to be a bit off..

400 seat call centre! Try 40 to 50 in the south wing plus 400 4606 IP handsets throught the ret of the building.

'Running fine for over 4 years' - Not bad for a switch that was only installed in AUGUST 2002?

Where's the G3R, at last look there was an Index 1000 and an Avaya Definity S8700 Multivantage.

hi zylene
i guess in ur scenario, symon wall boards fit well. They can fetch reports from cms and display alerts on either the wall board or on the desktop screens as tickers. The advantage of symon over spectrum is tcp/ip connectivity which is standard. Spectrum does not offer lan connectivity.
vivek

Sorry Toby, You seem to have missed the fact that I was not at Enterprise when I posted this note!!

Tickers and screen pops are certainly more of a requirement than the tradional wallboard.
Our company is a UK supplier for QuickCOM Enterprise which takes Symon head on with IP wallbaords and all the options that go along with it e.g. ticker, task bar messaging, screen pop / applets, web posteing etc.

CMS is just one of the integrations we can do, in fact QuickCOM is installed in Lucents own headquarters in the USA.

Our sysyem can work with CMS right now (if that is still a requirement) and be expanded when the time comes for you to take over the rest of the office as a call centre
Let us know if we can assist.
terry_work@blueyonder.co.uk