iMessaging Integrates i OS Application with Nortel Call Center Software

December 8, 2009 Alex Woodie

Companies that use the Symposium call center software from Nortel now have an easier way to achieve integration with i OS applications. Last week, iMessaging Solutions announced a package of software and services that allows its iNspire telephony software to integrate with Symposium.

Nortel bills its Symposium Call Center Server as an advanced and scalable platform for automating the distribution of incoming calls in a contact center. The software makes organizations more efficient by guiding callers through a “phone tree” to determine the purpose of a call, and then routing the call to the customer service representatives (CSRs) with the appropriate skills.

It’s common for Symposium users to drive even more automation into their call center operations by integrating their call center software with business applications. This provides benefits, such as the capability to quickly pull up information, like customer records, before routing the call to the appropriate CSR.

However, integrating phone systems with business applications is notoriously difficult, and requires extensive customization services. But as a result of iMessaging’s new iNspire for Symposium offering, Nortel customers can connect their Symposium systems to i OS applications, while leveraging the extensive experience that iMessaging has in this field of contact center operations.

The new offering delivers two primary benefits, according to iMessaging. First, the integration allows the Symposium system to deliver custom screen “pops” to the workstations of CSRs. These screen pops can be a screen from practically any i OS application, and provide CSRs with quick access to data from core business applications. It also eliminates the need for CSRs to manually navigate through the i OS application to get to the necessary screen.

The second benefit is the delivery of interactive voice response (IVR) capabilities that allow callers or call recipients to interact with business applications over the telephone, using either voice recognition or the telephone’s keypad. iNspire can deliver IVR functionality to Symposium for both inbound and outbound calls, iMessaging says.

In addition to the iNspire software, iMessaging’s new solution includes project management, implementation, configuration, and development services. The solution starts at about $20,000. iMessaging is offering prospective customers free 30-minute assessments. For more information, visit www.imessagingsolutions.com.