iNspire for Symposium delivers Symposium integration to IBM i applications.
iMessaging Solutions has announced a new offering for IBM i clients who also run Nortel’s Symposium (CCM) call center platform. iNspire for Symposium is a software and services package that delivers software and integration services providing significant benefits by integrating Symposium call center functions with any i-based business application.
The offering has two functional components. The first provides the ability to deliver custom screen pops to customer service representative (CSR) workstations when Symposium calls are delivered. (For call centers that provide integration between a telephone system and an agent's PC, a screen pop is used to display information about a call that has just been sent to the call center agent.)
These pops can be virtually any i-based application screen. The screen pops are pre-populated with pertinent information based on callerID, dialed number identification service (DNIS), or information collected from iNspire’s optional self-service IVR. Clients benefit by providing faster service to callers because CSRs can answer calls armed with pertinent information about the caller. Productivity improves because CSRs begin every call on the correct screen ready to assist the caller and they can shave valuable seconds off every call by eliminating the up-front questions to gather identifying caller information.
(IVR) interactive voice response is the second component of the solution. iNspire offers a feature-rich IVR system that runs natively on IBM i. iNspire IVR may be set up to service calls for any inbound or outbound IVR call flow. Call centers benefit by servicing callers more quickly, off-loading repetitive calls from CSR’s, and extending service hours.
Along with screen pops and IVR, iNspire for Symposium delivers services to mange and deploy the solution. Services include several key knowledge areas and are matched to specific client needs. Important to this offering is a depth of knowledge in both the IBM i and Nortel Symposium. iNspire for Symposium provides project management, IBM i development and integration services, and Nortel programming and configuration services.
Learn more about iNspire for Symposium by contacting iMessaging directly for a 30 minute assessment and discussion of the potential ROI associated with computer telephony integration. Pricing for the complete software and services offering is dependent on the number of agents and self-service IVR lines to be deployed and starts at $20,000.
About iMessaging Solutions
iMessaging Solutions is the leading provider of telephony integration and enablement solutions for
With almost 20 years of experience, iMessaging has made superior customer service, quality, support, value and leading technology the cornerstones of its approach. For more information, visit www.iMessagingSolutions.com or send email to
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