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	CALL CENTRE DIRECT CALL CENTRE OUTSOURCED CALL CENTRE IP CALL CENTRE GLOSSARY

Nortel Networks Interactive Voice Response Computer Telephony Integration (IVR-CTI) Portfolio provides a suite of native CTI and digital call control interfaces. These standard, "out-of-the-box" integration packages accelerate deployment, simplify system integration, and deliver faster return on investment.

Enhanced voice processing, call/data delivery and other call center-related applications in client/server installation are offered within an open and integrated environment, enabling seamless integration and faster implementation, reducing costs and increasing your return on investment.

Peri-IPML, a native integration between the Meridian 1 PBX and IVR systems, allows efficient utilization of IVR and switch resources.

Provides for digital call transfers which save up to 4 seconds per call.
Enables ACD agents to digitally login and logout of IVR ports, providing significantly faster login / logout than traditional DTMF functionality.
IVR-Symposium Call Center Server (SCCS) Integration Package allows different caller treatments based on queue information. This enables a matching of caller needs to agent skills, and also allows the call center to offer preferred customer treatment and priority.
Enables IVR applications to provide "Estimated Wait Times" and other "Time in Queue" Applications based on information passed to the IVR from SCCS.
The IVR-TAPI Integration Package enables the passing of screen pops with customer-entered data, thereby providing better agent information and eliminating the need for customers to provide information multiple times.

Peri-ICM creates efficient utilization of IVR and switch resources through its support of the Nortel Networks DMS-100 and MSL100 local switching systems.

Provides for digital call transfers which save up to 4 seconds per call.
Enables ACD agents to digitally login and logout of IVR ports, providing significantly faster login / logout than traditional DTMF functionality.
IVR-Symposium Call Center Server (SCCS) Integration Package allows different caller treatments based on queue information. This enables a matching of caller needs to agent skills, and also allows the call center to offer preferred customer treatment and priority.
Enables IVR applications to provide "Estimated Wait Times" and other "Time in Queue" Applications based on information passed to the IVR from SCCS.
The IVR-TAPI Integration Package enables the passing of screen pops with customer-entered data, thereby providing better agent information and eliminating the need for customers to provide information multiple times.

Nortel Networks IVR CTI Integration Packages