Mitel 5760 VC Specifications download pdf (Page 112)

3300 ICP General Information Guide

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As part of the its 3300 ICP solution, RGA selects the Mitel Networks 6500 Unified Communications to

enable the sales team to ensure customer satisfaction by efficiently managing voice, email, and fax

messages. With a single message store, the 6500 Unified Messaging combines voice mail, email,

and faxes in one inbox, which users can navigate with natural speech commands. This ability

provides users with the flexibility to manage messages by sender, date, or type; forward or reply to

the messages with voice; or to simply return a call without having to look up the number. To further

enhance productivity, users can check the calendar, make appointments and meeting requests, and

create tasks through the voice user interface. Managing messages in this way while on the road or in

the office affords RGA’a sales team the advantage of conducting business anywhere, anytime.

Next, to facilitate and cut costs of troubleshooting assembly lines and desktops, RGA decides to

provide in-building mobility to its technicians. The 3300 ICP provides full communications mobility by

supporting Symbol Spectrum24 and NetVision, to make and receive calls from anywhere in their

facility to consult with colleagues about a problem as they are working to resolve it. This mobility

ensures efficient problem resolution and helps RGA spend less on technician hours. Moreover,

because the system is IP based, technicians can easily check the trouble ticket database to ensure

that the next ticket they solve is a high priority; thus, their time is spent primarily on problems with the

highest business impact.

RGA benefits from the integrated ACD functionality of the 3300 ICP, combined with the Mitel

Networks 6100 Contact Center Solutions (CCS) applications, which provides management with the

tools to efficiently manage their contact center and solve their customer service difficulties. The Mitel

Networks 6110 Contact Center Management (CCM) application keeps managers abreast of issues

affecting service in real time. In conjunction with the 6110 CCM, the Mitel Networks 6115 Interactive

Contact Center application is the perfect solution to manage RGA’s multiple queues and erratic call

volumes. Through a Web browser, supervisors can remove ACD queues from service in times of low

call volume, and return them to service when inbound call volume increases. Using the Mitel

Networks 6120 Contact Center Scheduling solution, management can create customized schedules

for agents to ensure that the right amount of staff maintains their required service levels.

Because of its modular design, the 3300 ICP can keep up with RGA as their business grows by

clustering 3300 ICP controllers to support thousands of local and/or remote users.

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Mitel 5760 VC Specifications Page 112