Progression: Contact Centre Applications for Nortel IP Phones

IP phone applications can be used to provide call center agents with additional functionality without adding more clutter to their pc screen.

Adding additional windows and screen pops to an agent's already busy screen is often one step too far. Therefore Progression can utilise the agents Nortel IP phone sets, utilising both visual and audio triggers via the screens and speakers to deliver any number of valuable applications and services

Some examples of applications for Call Centers:
ACD Statistics - an up-to-date view of the call queues and statistics
Agent Whisper - announcement of a call to an agent through their headset
Supervisor Paging - ability for a supervisor to messages to an agent or the whole team
Corporate directory with photos and click to call
Broadcast priority messages such as emergency and IT alerts in the form of text, graphics and audio messages
Access to databases and existing call center applications