Panchanka

Hey Rachelle,

For having multiple call centers working as one, CTI (Computer Telephony Integration) is the way to go. Most platforms have there own version of a softphone "computer and phone to act as one device"

My call centers currently use "Genesys" for CTI, the service is housed by a vendor which is at times frustrating, and there are conflicts between Nortel and Genesys for acquiring and deaquiring, but the product is a relatively stable.

If you want to stay with Nortel, I beleive Symposium Call Center has its own version of softphone, as well as many of the other benefits of Genesys. However, I do not currently use Symposium for that purpose and I hear it is good, but still has a long way to go.

For recording calls, I use "Witness". It saves the files as .vox, but you can transfer them to .wav MP3 or anything else using a third party software like Goldwave. Witness is a huge pain to support. It is constantly giving me problems. I am sure you can find something better.

I hope this helps.

freddog

Nice Systems has a competitive product to Witness Systems for recording calls for "quality assurance purposes". These two seem to be the most widely implemented, however, I have no experience with either.

aldon

Personally, I would forklift out the Nortel's and put in real ACD's like Rockwell or Aspect. If not an option, we have Symposium 4.2 (not bad, but better than MAX-CCR which are end of life), and are using the Cisco ICM product for call distribution and CTI / screen pop. It also has a customizable reporting package. We tried the Nortel Symposium soft phone but didn't like it. We use Etalk for recording. WAV's are really too large to store in a practical fashion. Telstrat also has a slick product where you replace your Digitial Line Cards with their line cards, which have built-in interfaces to recording servers. You save recordings in any format you want. TelStrat OEM's for Nortel. If upgrading to Symposium, be sure to do a thorough LAN check, as 4.2 requires multicast and some other requirements.