Telecommunication Systems at the Workplace
Telecommunication Systems at my Workplace
Johnna Davis, NTC-360
University of Phoenix
Joanna Hopper
January 28, 2006
Telecommunication Systems at my Workplace
Introduction
In my workplace we use three different telecommunication systems. The three telecommunication systems we use are Aspect, Cisco, and Lucent. Our offices cover a lot of the southern region of the United States, but the main states that our company has is Texas, Oklahoma, Arkansas, and Louisiana. My company now is called Cox Communications, but we have been sold and it is going to be Sequel in a few months. As far as the telecommunication systems go we use Aspect in our call centers since this is the best system to be able to monitor phone calls with agents and make sure the call centers are being run correctly. The Lucent system is used in our main corporate office and some remote systems as well and that system is a well ran system, but cannot monitor phone calls. The final system that we use is Cisco. This is becoming more and more widely used in our systems that are not call centers because of the capabilities it has to help the user do their day to day job in a more efficient manner. One of the most convenient things that make it easier for the user is four digit dialing between Cisco phones. You do not have to dial the whole number if you are dialing Cisco phone to Cisco phone. You enter the last four digits of the telephone and you will connect to the other user 's Cisco phone. With all three of these systems in place with our company it provides the best efficient means to support our company to its fullest when supporting them as a user and their customer also. Since all three of our systems cover so much data I am only going to discuss and share the Aspect system with you.
Aspect The Aspect system is the phone system we use on a day to day basis within all our call centers. The Aspect system is so complex and entails so much that I am going to only touch the surface
Johnna Davis, NTC-360
University of Phoenix
Joanna Hopper
January 28, 2006
Telecommunication Systems at my Workplace
Introduction
In my workplace we use three different telecommunication systems. The three telecommunication systems we use are Aspect, Cisco, and Lucent. Our offices cover a lot of the southern region of the United States, but the main states that our company has is Texas, Oklahoma, Arkansas, and Louisiana. My company now is called Cox Communications, but we have been sold and it is going to be Sequel in a few months. As far as the telecommunication systems go we use Aspect in our call centers since this is the best system to be able to monitor phone calls with agents and make sure the call centers are being run correctly. The Lucent system is used in our main corporate office and some remote systems as well and that system is a well ran system, but cannot monitor phone calls. The final system that we use is Cisco. This is becoming more and more widely used in our systems that are not call centers because of the capabilities it has to help the user do their day to day job in a more efficient manner. One of the most convenient things that make it easier for the user is four digit dialing between Cisco phones. You do not have to dial the whole number if you are dialing Cisco phone to Cisco phone. You enter the last four digits of the telephone and you will connect to the other user 's Cisco phone. With all three of these systems in place with our company it provides the best efficient means to support our company to its fullest when supporting them as a user and their customer also. Since all three of our systems cover so much data I am only going to discuss and share the Aspect system with you.
Aspect The Aspect system is the phone system we use on a day to day basis within all our call centers. The Aspect system is so complex and entails so much that I am going to only touch the surface
References: Aspect Call Center ACD; http://www.aspect.com/eprise/main/server8/content/1200Products/2300ACD/3300AspectCallCenterACD/3300AspectCallCenterACD Aspect Conversations Predictive Dialer: http://www.aspect.com/eprise/main/server8/content/1200Products/2400PredictiveDialer/3200AspectConversations/3200AspectConversations Aspect IVR; http://www.aspect.com/Products/IVR Aspect eWorkForce Management; http://www.aspect.com/eprise/main/server8/content/1200Products/2600WorkForceManagement/3400AspecteWrkForceMgm/3400AspecteWrkForceMgm