Yesterday (July 10), in Hanoi, Nortel officially introduced the “Customer Support Center Solution 6.0 (CC6.0)” – a comprehensive communication solution aimed at creating new methods for customer support relationships in businesses.
The CC6.0 solution is designed to cater to all types of businesses, including medium-sized, small, and large enterprises, particularly in sectors such as telecommunications, finance, and government.
According to Mr. Chang Lung, CEO of Nortel Vietnam, CC6.0 offers numerous advantages to enhance customer engagement and simplify customer support and relationships. CC6.0 significantly boosts the efficiency of call agents by quickly and effectively addressing the ever-changing needs of callers through its new call management features. Additionally, CC6.0 provides various new revenue-generating services, streamlining management and improving the overall performance of call centers.
CC6.0 includes a range of features: open queues, multimedia capabilities allowing skill-based call transfers, reporting, and management of multiple communication channels (incoming/outgoing calls, emails, text chats, faxes, web, video); integrated outbound calling features for a fully blended contact center; a desktop interface for call center agents to manage all contacts regardless of the communication medium; report generation tools allowing for customized reports; extensions for supervisors, such as real-time monitoring screens and time-based reports; next-generation SIP customer support centers; and multifunctional connectivity, among others.
Furthermore, Mr. Chang Lung stated that over the past five years, Nortel has deployed more than 60,000 customer support centers and over 8,000 self-service solutions globally. These customer support solutions currently assist approximately 4 million call center agents in handling 70 million customer calls daily. Nortel has designed and implemented over 200 applications across 16 countries.
L.Quang
