Symposium Call Center Server is an intelligent call routing and management system using state-of-the-art architecture based on a client-server configuration.
Symposium offers the following key functionality in addition to the general ACD (Automatic Call Distribution) functions:
Powerful, skill-based routing
With the skill-based routing features, you establish the best fit between the needs of your callers and the skills of your agents. If your agent supports multiple call types, the flexibility for skill-based routing gives you the ability to select agents based on the caller's specific requirements. Or, if your agents handle only one call type, you can assign agents to a single skillset.
Adaptable call handling
Call handling provides an extensive array of commands that satisfies call treatment and routing decisions for serving your diverse customer base. Standard interfaces and a rich scripting language give you flexibility for controlling call treatment. Symposium Call Center Server extends your call and routing options by assessing numerous traffic and skill set factors such as:
current call volume
age of call
longest idle agent for average speed of answer
time of day, day of week, and holiday parameters
Total call tracking
Call tracking gives you detailed reports that show events in the life of each call. The data collected documents customers' experience, enabling managers to improve agent call handling, confirm customer claims and identify trends in call activity. By having this detail available, managers can respond more effectively to different conditions and adjust workloads and workflow to provide better customer service and agent management.
Complete customized reports
Reports give you up-to-the minute information on the performance of your call center. Current activity and performance measures via real-time displays can be monitored.
Displays can be customized for increased responsiveness to changing conditions.
Standard reports show center activity, traffic patterns, agent performance and usage. Up-to-date information to improve business decisions and administer the call center effectively is available instantly.
Symposium can also help measure system performance, assess staffing requirements, control operating costs, generate additional revenue and enhance service to callers.
Internet, multimedia and CTI
Symposium integrates a wide range of multimedia capabilities for call handling, including voice messaging, interactive voice response, outbound calling and fax. Web and electronic transactions with traditional voice calls are integrated for applications such as:
scheduled or immediate call backs
e-mail and auto response
access to the call center over Internet Protocol (IP) networks
agent and caller collaboration through simultaneous voice and browser connection
agent initiated web page push in response to a caller's request or information need
Open, industry standard platform
Symposium displays real time statistics and provides easy-to use tools for managing agents
Round the clock reliability
If Symposium Call Center becomes unavailable, the U-M SL-100 telephone switch continues to process calls automatically according to your preference through your ACD group.
Symposium is available to University of Michigan departments and units with multiple purposes -- from providing information about services to conducting fund raising activities with access to account and billing information. These departments must utilize ACD features with personal computers and printers meeting the specifications designated below:
an IBM-PC or compatible (Intel Pentium 90 MHz or faster) system
32 Mbytes of Ram
1 Gbyte hard disk (500 Mbytes free space recommended)
There are one-time installation charges and monthly line and feature charges for using Symposium.
The charge for installation is based on time and materials.
See ACD line charges and
ACD and Symposium feature charges for monthly charges.
