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Multi-node data collection in real time
With globally dispersed sites, you need to leverage multi-site contact center management functionality while minimizing the overhead costs associated with purchasing and maintaining multiple servers.
The solution
Contact Center Management Enterprise Node is a reliable NT Service that can reside at one or more remote contact center locations. At remote contact centers, Contact Center Management Enterprise Node software
¨ Collects ACD and SMDR data from single or co-located telephone systems, over Com ports or TCP-IP
¨ Stores ACD and SMDR data on the local Enterprise Node Server and on the Enterprise Server
¨ Streams real-time ACD and SMDR data to the Enterprise Server to provide enterprise-wide real-time statistics
¨ Automatically synchronizes the remote site data with that of the Enterprise Server for accurate, multi-site, historical reporting
¨ Uses a telephone system neutral collection process that enables you to collect data and run reports on contact centers with various Mitel telephone systems
Contact center benefits
Contact Center Management Enterprise Node software provides the following benefits:
¨ Small application footprint: does not require SQL or IIS Microsoft supporting applications or multiple installations of the Contact Center Solutions portfolio
¨ Increased reliability through redundant data collection: Contact Center Management Enterprise Node stores ACD and SMDR data locally. This provides added security in the event of network outages.
¨ Ability to leverage existing computers at remote contact center locations
¨ Centralized backup strategy
¨ Lowered administrative overhead and maintenance
¨ Support for dual telephone system data collection
With Contact Center Management Enterprise Node software, you do not require SQL, IIS, or other server support applications at your remote sites. You require only Windows 2000 Professional or Windows XP, and a computer with some hard drive space.
The Contact Center Management Enterprise Node software at remote sites communicates with the Enterprise Server at the corporate office across the company's LAN/WAN and intranet via TCP-IP. You can view up-to-the-minute reports, and view agent and queue real-time statistics on an enterprise-wide basis from any location.
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