IP Phone Applications for Contact Centres

Progression solutions allow organisations to leverage their investment in IP by delivering practical, converged business applications to the screens of Nortel IP telephones.

In contact centres where agent screens are often cluttered with information, it makes sense to keep telephony related applications and messaging on the screens of IP phones.

Datapulse can develop applications unique to specific requirements and industries. We also have a number of solutions we have already developed:

Agent statistics: display of realtime/historical statistics from Nortel Contact Centre/Symposium onto the phone of anyone who has access to the network. typically this is the same information that is fed to a wallboard. Managers and supervisors benefit from having performance stats available at a glance.
Agent whisper: enables agents to receive an audible alert (such as a ring or name of the skillset) when they are to receive a call - this is particularly important for Nortel Contact Centre 6 which does not have the ability to announce the skillset before the call is delivered to an agent
Whisper and supervisor paging: send an instant message to the screen of an IP phone while the user is on a call to advise them that they have a call waiting and any information about the call they should know. The user can also reply to advise the operator on how to deal with the call.