Why should I pay for a toolbar like Impresario Web when Genesys and Nortel already provide one?
Essentially, BCE Elix has condensed its contact center expertise and its experience in the deployment of Genesys and Nortel CTI environments in its offer of an agent interface tool that exactly meets their needs. By offering multiple functionalities that enable improved agent efficiency and productivity, Impresario Web enables contact centers to increase their service level and enhance the customer experience. Impresario Web offers many advantages and differentiation points, including:
- Supervisor messaging system to agents or agent groups
- Address book with automated attached data
- Transfer notes with list of message choices
- Call reason
- Logout reason
- Not Ready reason
- Agent statistics
- Module enabling generation of coaching scenarios and cues for the agents and creation of interactive online training
- Integration Impresario Web training module
- Popup that integrates with any Web server
- Totally thin (AJAX technology)
- Dictionary of attached data to convert simple data into explanatory text
- Ability to view an agent's status before transferring a call to him
Why is BCE Elix Impresario Web better?
Impresario Web was designed mainly within the context of deploying real projects and therefore was created according to real client requirements under the supervision of an experienced integration team.
Impresario Web has in-depth knowledge of switch behavior and the corresponding Genesys and Nortel services available for any given switch model. The strength of BCE Elix Impresario Web is its much tighter coordination between the agent workstation and the switch interface.
What switches does BCE Elix Impresario Web support?
Aspect, Avaya Definity ECS G3, Cisco, Ericsson MD-110, Intecom, Nortel M1, Nortel DMS 100, and Nortel Symposium
Does BCE Elix Impresario Web work in a multi-site environment?
Yes
What are the minimum requirements of Genesys and Nortel for BCE Elix Impresario Web?
Impresario Web for Genesys: Genesys Framework and the StatServer are necessary if Genesys statistics must be compiled; however, Impresario Web offers its own statistics compiled from CTI events.
Impresario Web for Nortel: The Nortel switch with the CTI link available (m-link)
Does it have to be deployed on the agent desktop?
No. However, Internet Explorer version 6.0 is required.
Does BCE Elix Impresario Web support high-availability?
Yes. BCE Elix Impresario Web fully supports high-availability.
Can BCE Elix Impresario Web be used to launch GRC applications
Yes. The specific integration details will depend on the available application programming interfaces. As a rule, if a Web programming interface exists, BCE Elix Impresario can interface with it.
When will BCE Elix Impresario Web support the chat and synchronized navigation functions of Genesys and Nortel?
Chat on Nortel and Genesys will be supported.
Does BCE Elix Impresario Web come with an installation module?
Yes. The BCE Elix Impresario Web installation procedure guides integrators through each step of the configuration.
Does BCE Elix Impresario Web come with an integrated training module?
Yes. There is an integrated module offering interactive training to familiarize agents with the softphone and other functionalities offered by Impresario Web.
For more information, please fill out the Information Request form.
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