We continue to offer Nortel Symposium users a plethora of 21st century functionality to proactively manage their customer interactions by moving them to the inContact Cloud. Overnight there is easy call recording with instanteous access via a wide variety of search criteria! Skills based routing with 5 levels of proficiencies. Did I mention the call recording is PCI compliant? Easy screen pops to the agents. Virtual hold so the customer can hang up and the system calls them back when an agent is available! Routing chats and emails; a huge win. Instant access to make call flow changes. Access to an outbound dialer! It's a game-changer; moving organizations into the 21st century with zero hardware on-site.
Nortel Symposium ACD
February 06, 2012