Nortel Contact Center

Dyna Lync Telecom can provide the following services for your Nortel based call center:

  • Provide on-site Nortel Contact Center Manager Server training for Supervisors and Administrators
  • Provide on-site Nortel Contact Center Manager Administration training for Supervisors and Administrators
  • Install, program and upgrade the Nortel Contact Center Manager Server hardware and software
  • Install, program and upgrade the Nortel Contact Center Manager Administration hardware and software
  • Write the Nortel Contact Center Manager Server scripts, including HDX scripting for CTI applications
  • Install and program the Nortel Contact Center Database Integration Wizard
  • Create CTI applications using the Nortel Contact Center Database Integration Wizard
  • Install and Program the Nortel Contact Center - Multimedia
  • Collect the Nortel Contact Center Manager Server database
  • Network multiple Nortel Contact Center Manager Server sites
  • Write custom Crystal reports for the Nortel Contact Center Manager Server and Nortel Contact Center Manager Administration
  • Provide Nortel Contact Center Manager Server cut over support.

When Dyna Lync assists with any of the above tasks, our goal is to provide the best, customized implementation that is suited to your particular call center's needs. While all call centers are similar from a very high level; the way they service and handle their customers until they are answered differs widely. These extreme variances reflect the product's versatility and complexity, and this makes our job infinitely interesting.

Dyna Lync specializes in helping you get the most from your investment in the Nortel Contact Center - Manager. We understand Nortel Contact Center – Manager and will work with your call center managers, voice and IT department, and other interested parties to give you the best Symposium implementation with the fewest headaches. We will minimize your stress levels and work to quickly resolve any issues that arise. We have seen customers and vendors, struggle with relatively simple issues that can be resolved in a very brief period of time.

The 2 most important aspects of your Nortel Contact Center - Manager installation are:

* Scripting and Reports
* Training

The scripts and reports are combined because they are so closely related to each other. The reports may never be "correct" if the scripts weren't written with an understanding of the reporting needs of the call center. Without the proper scripting, you may never be able to see certain information on the Nortel Contact Center reports. The training is also important because if supervisors and managers do not know how to read the reports and real time displays, they may not know what is really going on in the call center. The most important services that we provide are training, scripting and custom crystal reports.

Nortel Contact Center Manager Administration is a product that improves the way managers and supervisors interact with the Nortel Contact Center Manager Server. Supervisors, managers and desktop support personnel all benefit from adding Nortel Contact Center Manager Administration.

Due to the enhancements and interface changes in Nortel Contact Center Manager Administration, even experienced Symposium legacy client users need Nortel Contact Center Manager Administration training. Dyna Lync Telecom offers a Nortel Contact Center - Manager upgrade class for your experienced Symposium supervisors and managers.

We have assisted in a nationwide Nortel Contact Center Manager Administration roll out to over 17 large call centers across the country. We have learned the benefits and limitations of running Nortel Contact Center Manager Administration with the Nortel Contact Center Manager Server on a large network.

Here are some of the benefits of Nortel Contact Center Manager Administration:

* Supervisors and managers no longer need special software loaded on their PC
* Less desktop maintenance for the IT department
* Supervisor can log on to Nortel Contact Center Manager Administration from any PC with Internet Explorer
* Skill set and Application displays can be filtered to show only relevant information for each supervisor
* Agent real time displays are enhanced
1. DN dialed by agents on outbound calls is now displayed
2. Number of skill set calls answered by the agent is now displayed
* Graphical displays are enhanced
1. Many Pie charts are available
2. Many Bar charts are available

Note: Nortel Product Literature Referenced

 

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