Hi everyone.

I was wondering what technology you callcentre is using and maybe even what products/systems/infrastructure is in place or planned. I see fashions in the callcentre industry for new exciting technologies but wonder how much of those products and systems are actually being used. I wonder if maybe the technology suppliers are creating products that they want to create rathetr than the products that the industry would like or will use.

Jim

ps> I am asking because weare investigating new technologies to specialise in, but want to get a better idea of what is in demand first

Hi Jim,

I am surprised that no-one has picked up on your topic yet - I think a quick straw-poll of technologies would be useful, so I'm replying to this topic to bring it back to the top of the pile.

So...

Does anyone want to start the ball rolling?

John

Hi Jim
Its nice you brought up the topic , I would like to start up on the topic :

We are using

Nortel Meridian Option 81C

Predictive Dialer

CISCO 1700 Series Router

Nortel Passport

digital Consoles.

I hope you do get the picture in case of a specific question do revert back.


Regards

Manoj

Hi Jim

Its good you have brought this topic.


We provide solutions with

Tadiran Telecom, Isreal Flexicom 6000 switch

Tadiran Telecom, Isreal FlexSets Digital consoles

Network Programm Netrelations

Newbridge 3600

Regards

S.Selvaraj

We use.
Aspect ACD, Cisco ICM, Edify VRU, Mosaix Diallers, Witness monitoring and a Meridian PBX.

We are using our own Inte.Co (UK) Limited SoftPBX with integrated predictive dialler and e-mail processing system and call recording. All running on Windows 2000 Server with the relevant Dialogic boards.

We hope to migrate our SoftPBX to IP by Q3 this year to reduce structured cabling costs.

We have:
- Aspect ACDs
- Aspect Contact Server (CTI)
- Aspect Web Interaction (Web Collaboration/Chat)
- Egain
- Noble Predictive Dialer
- Aspect/Generations/Nortel IVR
- Siebel

Virtual Hold Technology has a complimentary technology that eliminates the hold time from call centers which is installed in Fortune 100/500 companies today. What it does is eliminate the hold time from your call centers, by allowing your customers that would otherwise be holding in queue the option of receiving an automated call back without losing their place in queue. Virtual Hold is the only callback solution that provides FIFO callback treatment, this is a transparent process to your agents, and can conform to almost any environment. It sits along side your ACD/PBX. It will allow you to empower your customers to make a decision to either,
a)Receive an automated call back in the same amount of time as if they decided to hold (based on their current place in line).
b)Continue to hold. If the caller chooses to hold, VHT simply passes the caller into the queue where it waits (the same as today).
c)Schedule a call for another time, up to 7 days out

this is a good thread.Since this address a lot of the standard equipment in call centres, I thought I will post this question here.We have the standard Nortel Passport Switches,Meridian 61C with ACD,Symposium Call Center Server,M3903,M3905 phones,Dialogic CT-Connect 10 for CTI functionality,Nice Call Logging System. My questions :
1. Is it overkill, have we made our systems too complex ?
2. I am desperately looking for a Call Monitoring solution.Is there a product that allows remote monitoring of phone calls ? I am not interested in call recording s/w or on the floor monitoring (notice , we have that capability). I am asking for a tool that will enable our remote clients to dial in through our network on the same phone and snoop while one of our agents is in a live call with a customer.
Please help on this with a vendor name or any other solution whereby we could utilise our existing infrastructure.

Kasturi,

Just out of curiosity what do you think of Symposium?

We're looking at getting it and I'm interested in any users opinions.

Anyone else?

Thanks

DaveA

I dont have any experience with others, but I do look after Symposium here. It works well and is easy enough to mess around with. I find it stable enough to make changes during the working day and often need to when told at the last minute of new campaigns. Has quiet a few built in reports and you can build your own with Symposium.

There can be some fun when installing the client but that is tandrad witrh Nortel software :(

Any questions just give me a shout

Paul D-S

Hi Jim,

I have been using the foll for my Call Center

1. Nortel 11C
2. Symposium
3. Parsec's Magnum Predictive Dialer

Warm Rgds
Anil

Hi Dave,

Symposium is a good product fior multichannel, however, if your needs are mainly for inbound voice, then there are less expensive options

Regards

Shaun

Excellent reading beginning to see a trend though.

Previous jobs call centre was as follows:

Nortel Meridian 61C (Dual Processor)
2216 & 2616 M3820 handsets and headsets.
Meridian MAIL (for messaging)
Meridian CCR (for routing)
Meridian MAX (for wallboards etc.)

Yes one of the few to not have symposium, but it's sitting idle now in an empty building so it's not really an issue. I loved that Nortel, so flexible and adaptable. Maybe thats why Nortel supplies over 35% of the UK call centre industry.

Anyway moving on...

New job as follows:

INDeX with CCM 1 , thats all I know and all I want to know at the moment all I can say is yuck, I hate it, not very adaptable the reporting is horrible (when there is some!)and it's useless, explains why it has a very low share of the UK call centre market.

Answer to Kasturi's question:

Nortel has promised to release a software package called MIROS during the month of January exclusive for the remote monitoring, where clients can monitor calls from US or other places through toll free numbers. However, at present there is a work around solution for the remote monitoring, which includes some additional cards. Hope Nortel releases the said software on January.

Nagoor

This question is for Nagoor Mohideen, you said there is a work around soln for remote, are you still referring to Nortel solutions. Could you please tell me what you mean. You can send me a mail at callcenter@bnkonline.net.

We can provide you an End to End complete solutions for all your callcentre requirements.We at Selectindia provide complete solutions
to call centre and act as a system integrator as well.We will help you setup the callcentre at the price no one can provide.
We provide callcentre solutions like ACDs,IVR,PREDICTIVE DIALERS,AUTO DIALERS,VOICE RECORDING ETC.

John, you may have noticed that this is a discussion forum and not a place to pitch yourself or your company for free. Please don't spoil the thread.

Intel-Tel is what we use most of all.
What is the Appl and how is your computer using or may use the phone system?

This is for Kasturi,

I worked in IT Voice and Data for about 10 years using a Lucent (now AVAYA) PBX. I am now a MIS Manager at a bank using Nortel/Meridien..not on the IT side anymore. Howerver, when in IT using Lucent I had outside clients that wanted the same thing. There are several "fearture access codes" that can be setup to be used to monitor agents from within the network. We set aside a DID number that prompted the caller to enter a code that then prompted them to enter the assigned feature access code for monitoring. The only thing we had to provide where the agent login IDs....with all the technology you have do you think this is possible for you to do?.....