Nortel Networks Symposium Call Center

[swot_analyst1]

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

[TeamLead8]

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...

[Bill.h]

Not a bad platform for small to mid size call centers that do not need aggressive adherence monitoring. Simple to use for those centers that do not want to invest in training call center management how to really run an efficient call center. This is not a bad thing - often staffing is adequate and customer experience is acceptable - additional investment could stir cultural issues and change the satisfaction level for customers.

Originally Posted by swot_analyst1

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

[mpccallcenters]

I agree that Avaya is currently superior but Nortel products are making some good advances. Tracking the evolution of their software, they seem to be sculpting their product to engage the call center customers so they are loyal to your business but also are "forced" to stay because they are so heavily integrated with your call center offerings.