Overview - Nortel Contact Center Manager Release Note

About Contact Center 6.0

Overview

Nortel Contact Center 6.0 represents the next generation of contact center
software. Contact Center 6.0 is a set of software components that addresses the
business requirements of sophisticated contact center environments. Contact
Center 6.0 is sold as a single software media suite with a licensing mechanism
that offers custom functionality and features, either using corporate or nodal
licensing.
Nortel Contact Center 6.0 utilizes the latest in communications technologies to
deliver superior contact management capabilities. It offers a full range of
functionality covering inbound and outbound voice, multimedia (e-mail, text
chat, video), and Computer-Telephony Integration (CTI). It offers a
multimedia-ready agent desktop along with supervisor tools to manage the
multimedia contact center. It has extensive reporting tools that generate reports
that are meaningful and useful for businesses.
Contact Center 6.0 provides integrated outbound capability for the creation,
modification, and monitoring of outbound campaigns.
Contact Center 6.0 contains a rich scripting language that provides flexibility in
the way contacts are treated and routed. It employs advanced skill-based routing
to enable individual contact treatment and to connect customers with the agents
most qualified to serve them, locally or across a network.
Server software features ensure that your contact center is geographically
resilient, reducing contact center unplanned downtime and facilitating disaster
recovery strategies.
This chapter provides an overview of Contact Center 6.0—the components,
switch support, and documentation.
14
Standard 4.01
Contact Center