Nortel Communications Manager | Business Phone Systems

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I am a multi-site manager

07/10/2008
new website launched
we have launched our new website this week
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19/01/2009
Midland Telecom Partner with NEC
Midland Telecom partner with NEC for their Univerge 360 unified comms solution
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02/04/2009
What Recession?
Midland Telecom kick on!!
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15/07/2009
Midland Telecom deploy global NEC solution for Red Prairie
Midland Telecom have just completed a global 6 site VOIP NEC solution for market leaders Red Prairie. With 6 sites in total spanning over 450 extensions we are very happy with the deployment, and management of their Lines and Calls network services being an addition also.
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01/08/2009
Midland telecom e Shop Opens for business
Midland Telecom have teamed up with Nimans/Rocom to develop and launch their new E shop. www.midlandtelecomshop.co.uk
...read more

09/02/2010
Midland Telecom kick on with Aastra
Midland Telecom Strengthen relationship with Aastra Telecom
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09/06/2010
Midland Telecom enjoy success with NEC
Midland Telecom enjoy success with the NEC SV8100
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14/07/2010
Midland TML Expand
Midland TML, Midland Telecoms Lines, calls and broadband division expand
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09/08/2010
Midland TML sell Mobile Phones
Midland TML now have a Mobile Phones division
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11/08/2010
Midland Telecom enjoy Big Wins With Siemens
Midland Telecom Win high profile Bids with Siemens Openscape
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12/08/2010
leasing on the up
Leasing becomes more the weapon of choice
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12/08/2010
Aastra Success
Midland Telecom enjoy new benefits of the Aastra Intelligate
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12/08/2010
Midland work with Nissan
Midland Telecom roll our NEC SV8100's for Nissan
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06/10/2010
Midland Telecom Portfolio
Midland Telecom Portfolio grows
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11/10/2010
Midland Telecom resume
Description of Midland telecom
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15/10/2010
Big Win for Midland Telecom
Midland telecom are awarded the tender for University College Birmingham
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24/06/2011
midland telecom upgrade with the Aastra 400
Midland Telecom continue their 10 year plan with Ascom/Aastra with the adoption of their new range the Aastra 400
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04/07/2011
midland upgrade with Avaya Ip 500
Midland telecom expand their partnership with Avaya
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05/07/2011
twitter, facebook and Linkedin
Midland telecom go Social !!!
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06/07/2011
Midland telecom take on the NEC SL1100
Midland Telecom continue their commitment with NEc with their latest NEC SL 1100 digital/IP phone system
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06/09/2011
Siemens Lead the Gartner Magic Quadrant UC 2011 reports
Each year Gartner publish their well regarded reports on the telecoms industry. The Latest gartner reports on Unified communications places Siemens at the Top of their Magic Quadrant.
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17/11/2011
Midland Telecom Partner with Cisco
Midland Telecom have extended their partnership with Cisco to become a fully accredited select Partner. we are now fully trained on sales and engineering to deploy The Cisco portfolio of Voice, Data and Security products.
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>> View all news

Click here for a PDF brochure on the Intelligent Contact Centre for the BCM

Business Communications Manager Intelligent Contact Center

Overview

Business Communications Manager Intelligent Contact Center provides the capabilities you would expect in large contact centers - advanced features such as real-time statistics and detailed reporting in a pay-as-you play business model. All skillsets or agents can be added as your business evolves and grows taking the traditional call center to a new level. All Business Communications Manager platforms come with the Intelligent Contact Center pre-loaded and can be easily activated by downloading a keycode; there’s no need to install additional software or hardware. Multimedia Contact Center enhances an Intelligent Contact Center by adding Web presence, converging Web pages and contact center agents for a unique, interactive customer experience.

Features & Benefits

Prompt response to every call - Calls are answered immediately, interpreted and routed to the most appropriate agent. If all agents are busy, the caller can choose to leave a message or wait. When call volume is unexpectedly high, Expected Wait Time announcements let your callers know when to expect a response.

An express lane to the right destination - With intelligent routing, the system prioritizes and routes the calls based on the call’s source, destination or caller input. Calls can be routed to the agent who has been idle the longest or the one most qualified to take the call.

Agents empowered and informed - There are a variety of features designed specifically for the agent. In addition, as soon as the call is connected, the agent can benefit from optional screen pop applications that could display a returning customer’s account records on screen. Agents can then work more efficiently and provide better service.

Configurable system - You can configure the system for more skillsets than agents, if you wish. You only buy the number of agent positions and skill sets you need.

Assured service quality - At any time, agents can request help from a supervisor.

Supervisors can also monitor or record calls to ensure that quality standards are upheld.

Optimum contact center performance - Performance statistics displayed on a optional wallboard and updated every few seconds let supervisors and agents know how well the contact center is doing. Supervisors can also view real-time and historical reports on their PCs - valuable information to help them optimize staffing levels, policies and procedures.

Integration with the Web - When Multimedia Contact Center is used with Intelligent Contact Center, the interaction is enriched with the visual interface of the Web. For example, customers can click on a Web page to request a real-timecallback from an agent for a voice conversation or real-time text chat. Agents and callers can “push” Web pages to each other. Agents can send screen captures or collaboratively browse the Web with callers.

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