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Nortel's Contact Center Manager Server (CCMS) offers a scalable solution for dynamic contact center environments requiring sophistication and differentiation in the care offered to their customers. CCMS provides skill-based routing; call treatment flexibility, real time displays, multimedia routing, and comprehensive management and reporting functionality - empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers. The rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real time conditions.
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Key Features:
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Intelligent Call Handling: Customize call routing and treatments based on customer defined combinations of call center conditions
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Skill-Based Call Routing: Route callers to the resources best equipped to handle specific inquiries or customer segments
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Comprehensive Management Reporting: Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends.
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Investment Protection: Grows and adapts to your company's needs, employing open architecture, flexible design, and built-in scalability.
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Learn more about CCMS