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03-04-2008, 06:48 PM
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Nortel Networks Symposium Call Center
Anyone out there use this call center software?
Curious.... please respond with your comments about it! How do you think is stacks up to other software out there? Thanks 
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03-08-2008, 10:08 AM
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Hi, Im not really an expert on this tool but our CC is using this... It works like an RTA but the downside is you only get to see agents who are logged in. So if an agent is out of adherence (BSL, SOU), you wouldnt be able to find out if you dont have other real-time tools. Basically, one of Symposium's purposes is to monitor how long is an agent is on a certain state, i.e. Not Ready, Idle, On Hold...
Also, like Avaya CMS, it has volume-monitoring features. As for its historical reports, Im not really impressed as I find them limited. I've only had experiences with Avaya and Symposium. If you ask me, Avaya is still the best. It's an all-in-one package. Hope this helps...
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