Intuition Agent operator functionality for Nortel call centres

Intuition Agent is an operator console application that runs on the desktop, providing any telephone user, including contact centre agents, with call handling and directory search functionality traditionally utilised by switchboard operators. This enables organisations to centralise their call handling resources, providing economies of scale to achieve significant cost savings and performance improvements in service quality.

Intuition Agent melds the queue monitoring features of Nortel's Contact Center (Symposium) and operator console functionality on a clear, uncluttered screen layout that is easy to use so agents become proficient quickly.

Agent and queue statistics are displayed in real time with visual alerts when definable thresholds are breached. Priority queues and recalls are clearly indicated ensuring service quality and there are tabs for call history, phonebacks, and on-hold list; complete with call details and click-to-dial. There is even a touch-tone phone pad for calling IVR systems on behalf of callers. All these fields can be dragged and repositioned from the main application for ease of use on busy call centre screens.

Intuition supports multiple sites enabling operators to work anywhere on the network but answer calls as if they are at the local office or even at home. This means it is also a valuable disaster recovery tool - should a site be lost, calls can still be taken by other sites on the network by staff members accessing Intuition Agent on their PCs.