Intelligent Contact Center; Multimedia Contact Center - Nortel BCM50 3.0 Overview

Intelligent Contact Center

Intelligent Contact Center (ICC) is an evolution of the existing Call Center capability on BCM.
ICC has the same functionality as the current Professional Call Center with the ability to choose
exactly the number of agents and skillsets that a customer or customer site requires. BCM50 3.0
introduces two new features,
Record-a-call" on page
The existing Intelligent Contact Center provides the following features:
• Provides maximum flexibility in granularity.
• Any combination of Agents and Skillsets within the boundaries of a platform. This
combination confusing of features between Basic and Professional. Channel partners and
customers need not to worry about which functionality belongs to which product.
— Contact Center with Professional Contact Center level of functionality.
• Simplifies product offering
— Contact Center, x skillsets, x agents, RCC
— Eliminates Basic, Pro, and upgrade between the two
• Increases market potential
— Customers that require more skillsets than agents
Example: Real Estate — 3 receptionists (3 agents) answering telephones for 20 real estate
agents (20 skillsets)
— Big-box retail — 3 receptionists (3 agents) answering telephones for 12 departments
(12 skillsets).
Optional components include
• x agents (keycodes offer granular selection of the number of desired agents)
• x skillsets (keycodes offer granular selection of the number of desired skillsets)
• Reporting for CC
• Multimedia CC
For more information, see the Intelligent Contact Center Set Up and Operation Guide.

Multimedia Contact Center

Agents and callers can use the Multimedia Contact Center to participate in multimedia calls that
include
• speaking over a Public Switched Telephone Network (PSTN) voice connection
• text chatting
• exchanging and viewing Web pages
• viewing screen captures (sent by an agent to the caller)
"Intelligent Contact Center API's" on page 24
23.
System Overview Chapter 2
and "Silent
System Overview
51