Nortel Networks 7400 - Manual (Page 192)

Media Processing Server 100 (MPS 100) 183
Modular architecture - MPS 100’s modular design
supports evolution to new functionality. MPS 100
integrates new functions and technology, while
protecting investment in application software,
systems platform operations and support training.
This unique approach to managing technology
transitions has resulted in a systems platform and
software environment that keeps up with technology
changes in an incremental and compatible manner
while providing state-of-the-art features and
functionality. System features and functions can be
upgraded based on customer needs and application
readiness rather than pace of technology.
VPS/is compatibility - for customers with existing
VPS/is systems, the MPS 100 will support
compatibility with VPS/is application software,
speech and database files. The MPS 100 can be
operated and controlled from a common system
management (PeriView) environment, thereby
allowing existing customers to take advantage of
MPS 100 features and functions while continuing to
leverage their existing VPS/is systems applications
and training investments.
Application development costs - with PeriWeb,
application developers can modify existing voice
applications to handle both telephony and web
transaction processing. PeriWeb is a set of software
programs that support the creation and execution of
interactive transaction processing applications on
the Internet using the VOS software environment
and application development tools. PeriWeb also
allows access to telephony applications from the
Web, which significantly reduces customers’
expenses for development and maintenance.
PeriWeb allows users to communicate with
applications using a browser to submit input to the
applications as well as to see applications output.
Each transaction is presented as a separate page in
a browser.
Easy integration to third party applications
- the networking centric architecture of the Media
Processing Server supports multiple LAN interfaces
for easy integration into a distributed environment.
MPS 100 provides interface support for a number of
CTI middleware packages. Plug-in integration of a
wide variety of third party software packages has
been achieved by a growing list of our customers,
demonstrating the openness of the Media
Processing Server and software architecture.
Make money by increasing volume of transactions -
since many routine transactions can be off-loaded to
an automated system, businesses can greatly increase
the volume of calls handled without increasing the
number of agents in the contact centre.
Reduce abandoned calls - since callers receive more
prompt, effective service, abandoned calls are
converted into additional sales.
Increase customer loyalty - small businesses can
provide the same competitive services as larger
businesses by offering their callers more than one
portal into their business. Customers can chose to do
business when they want and how they want.
Extend self-service to the Web - PeriWeb software
allows your integrated voice response application
to extend to your web page to reach a larger
potential customer base. The same application that
was developed for touchtone input is modified to
accept html format. Though the interface is
different, both touchtone and web applications
take on a consistent style.
Computer Telephony Integration (CTI) -
implementation of CTI helps agents deliver
faster, more personalised customer service.
Relevant information via screen pops and
automated retrieval of database records allows a
new call to be routed to a specific agent. With the
customer information readily available on the agent
desktop, agents can more easily cross-sell and upsell
to the existing customer base.