Nortel Networks 7400 - Manual (Page 191)

182 Media Processing Server 100 (MPS 100)
Healthcare Utilities Banking/Finance Transportation Government / Municipalities
• Enrolment / Claims • Customer inquiry • Account Inquiry • Fares and Schedules • Labour Services
• Eligibility Status • Billing • Bill Payment • Arrival / Departure • Claim Filing
• Co-Payment • Service Outage Reports • Funds Transfer Information • Appointment Scheduling
Information • Wake-up Calls • Balances • General Announcements • Office Locator
• Health and Wellness • Service Requests • ATM / Branch Locator • Package Tracking • Tax Filing
Programs • Scheduling • Rate Information • Publication Requests
• Forms Request • Meter Reading • Crew Scheduling • Worker Compensation
• Pharmacy Refills
• Drug Reference
• Referrals
• ID Card Request
The MPS 100 is ideally suited to the following business sectors:
Key Points
Automation of agent activities - Media Processing
Server 100 can reduce the cost of recruiting, training
and managing contact centre agents by moving
routine transactions to an automated system.
Applications on the MPS 100 can play pre-recorded
information such as hours of operation, directions,
etc. The MPS 100 can collect digit input by the caller,
then interact with multiple host databases
simultaneously to provide the caller with
their requested information.
Decreased Toll Access Costs - by routing calls to a
self-service portal, contact centres can shorten the
average speed of answer and call duration thereby
reducing access costs while also reducing the rate of
abandoned calls.
Caller enquiries are dealt with quickly, consistently
and efficiently eliminating the need to have your
callers wait in queue to speak to an agent.
Key-code activated expansion and enhancement -
system port size can be increased by activating a
key-code thereby eliminating the requirement to
send a technician on site. There is no requirement to
add costly hardware. Additional software features
are activated by key-code as well.
This can be completed using remote access again
eliminating costly site visit charges.
Highly optimised for multi-application
environments - power and flexibility enable
the MPS 100 to fit into diverse call centre
environments, allowing customers to adjust
the equipment and applications to specific site
requirements rather than modify existing
infrastructure to accommodate the new technology.
Applications can range from simple information
delivery services to complex call processing
implementations and web transactions with local
databases. The applications can include multiple
services and high-level transaction processing
functionality. Multiple application processors and
MPS 100 modules can be networked together to
provide for large-scale configurations.
Centralised system maintenance and administration
- system administration and application
development are managed through PeriWorks, a
complete award winning set of GUI tools. PeriView is
one of the software tools used for Media Processing
Server 100 administration, operation and control.
PeriView’s dashboard also provides access to the
application development (PeriProducer) and speech
development (PeriStudio) tools. PeriView eliminates
the requirement for multiple management systems.
A single PeriView application centralises
management of up to 250 systems.