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Nortel Networks Case Study: Call Centre Solutions

Overview Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements, business growth, and geographical expansion in a cost-effective way. The company opted to further develop their call centre services around a Nortel Networks Symposium Call Centre Solution. The system offers skill-based and language-based call routing, which matches agent skills with the level of service required by each customer. Together with Symposium Web Solutions, the system enables the creation of a fully web-enabled, virtual call centre, with staffs dispersed over multiple locations.

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Publisher: Nortel Networks
File Format: HTML
Date Published: Oct 30, 2004
Format: Case Studies
Topics: Call Center - Contact

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