NeXspan Communication Portal (NCP)

Federating Applications Via a Web Portal

NeXspan Communication Portal (NCP) is a Web Service based communication application portal. It is used to unify answering services (attendant consoles and contact centers), office telephony services (conference bridge, office CTI and unified messaging), as well as corporate Web applications (Outlook Web Access™, Web CRM application, intranet, web search engine, etc.).

By making these applications accessible to employees via a Web portal, it offers them many advantages :

• Universal availability and reduced installation : Workers access applications via Internet Explorer, and no installation is required on their PC
• The same ergonomics for attendant console users and remote agents : depending on traffic, users will temporarily be able to change from one activity to the other without any constraint
• Integration of communication services into an existing environment : the portal user interface is available in packages, but also in form of a Web Services Toolkit, allowing these services to be integrated into a professional application or an intranet
• Single administration application : portal users are declared from a single application
• Single sign-on : you can access the applications just by connecting to your Windows account

The applications offered in NCP are equally available regardless of the portal.

Advantages

• Easy employee mobility
• Minimized maintenance and operating costs
• Enhanced employee efficiency and productivity

M7480 Contact Center

The richness of the Contact Center

The M7480 Contact Center is a modular multimedia contact center offer for 4 to 3000 networked agents. This solution is based on a basic M7480 Routing package and optional software modules used to enhance the contact center services.

The M7480 Routing package offers the following features :

• Distribution of calls by skill
• Real-time supervision and customisable statistics
• Agent application on PC (in Web or standard client mode) for processing calls, changing activity statuses, and providing real-time information about the quality of answering service
• Integration of agent tools and record display in a professional application via a Web Services tool kit

Additional optional services:

• Identification of a customer’s profile via a database (routing script module)
• Enhanced client qualification (DTMF), on-hold messages with broadcasting of position on the queue, voice mailboxes (Interactive Voice Response)
• Easy management of exceptional messages (promotional, crisis messages) thanks to Text-To-Speech
• Conversation guide for the agent
• Automatic customer call-back
• Multimedia flow management (Web, e-mails, fax
• and voice)

Advantages

• Scalable and modular solution
• Enhanced features on a single server
• Not dependent on remote agents’ location
• Open-ended solution, based on market standards