Nortel Networks INTUITION 1000 User Manual

Intuition 1000

DATAPULSE

Screen-Based Console for Nortel CS1000

First impressions count. Which is why it makes commercial
sense to give your switchboard operators the best possible
tools for professional and efficient call handling.
Intuition 1000 combines advanced call handling features and
presence information with your company directory to ensure that
every customer, supplier and business associate receives
consistently prompt and professional service.

“Our new operator

consoles from

Datapulse have hugely

improved the way we

interact with our local

residents and have

made our operators

working day more

productive and more

fulfilling. We are now

dealing with calls from

our 142,000 residents in

record time.”

Bob Laird, Principal

Administration Officer at

Dundee City Council

IMPROVE CUSTOMER SERVICE &
CALL-HANDLING EFFICIENCY

Intuition 1000 makes a positive
difference to the speed, quality and
ease with which calls are answered
and transferred.

High performance software with
enables operators to respond with
accurate, up-to-date information, and
even greet regular callers personally.
As a result, individual calls are
processed faster, and higher call
volumes can be handled
successfully, without compromising
service standards.

Advanced directory look-up facilities
and a range of optional
enhancements, providing links to
corporate databases, phone status,
contact notes and calendars, make
Intuition 1000 one of the most
productive systems in its class and a
valuable customer service tool.

THE POWER OF AN IP SOLUTION

Intuition 1000 provides a truely
distributed operator centre by
allowing operators to be located
anywhere on the corporate network.
Where office space is limited or local
staffing costs are high, this can be a
huge saving on resources. Your
operators will also benefit by being
able to work away from a noisy
operator centre environment which
can improve morale and productivity.

DISASTER RECOVERY

Lost calls means lost revenue and
poor customer satisfaction. With
Intuition, should one site be lost,
operators can simply login from
another site and take calls as
normal. This means if part of the
network fails, business can continue,
minimising disruption and ensuring
calls are not lost.

Screen-Based Console for Nortel’s CS1000

THE BENEFITS ADD UP

J Fast, precise answering and

efficient call transfer

J Operators can pre-record their

own messages for consistent and
accurate greeting of all calls

J Call handling times are shortened

and higher volumes of calls are
processed, improving service

J Improve call transfer success by

checking staff availablility

J Choice of greeting according to

incoming call identity key or time
of day

J Alternative searches and contacts

ensure callers are always
connected to the most appropriate
person to assist them

J Minimal training is needed for

even temporary operators to
become proficient

J Combine call handling with office

applications improving operator
productivity and desk space

J Assess call patterns and staffing

requirements

J Flexibility to answer calls in order

of priority

J Provide VIP service to valued

customers with Do-not-Disturb and
Alarm Call features

J Save costs and prevent misuse

by restricting phone permission

CLEAR, INTUITIVE, EASY TO USE
Intuition’s clear, Windows-based

layout is so easy to use that
operators become proficient very
quickly, reducing training time.
Intuition clearly displays how many
callers are in the queue and warns
when thresholds are exceeded, so
corrective action can be taken before
business is adversely impacted.

An operator is instantly alerted to an
incoming call by a screen pop-up and
screen prompts then guide the
operator how to answer the call
according to its source and the
number dialed.

LOCATE THE RIGHT CONTACT,
FIRST TIME, EVERYTIME

By typing just a few letters of a first
name or last name, Intuition starts a
speed search that will bring up
closest matches within 1-2 seconds,
cutting caller waiting times
dramatically. This directory of
contacts can be integrated with
existing databases, increasing the
search criteria and ensuring that data
is consistent and up-to-date across
the organisation.

Operators can also search
customised web-pages containing
organisational information and click­to-dial links which enable them to
respond quickly to enquiries and
build customer confidence.

INTEGRATED PRESENCE

When the operator performs a search
a status icon or ‘busy lamp field’ is
displayed indicating the status of the
extension so that the operator can
see if the person is on the phone or
able to take the call. Alternatively,
Intuition integrates with Microsoft
Office Communications Server which
indicates a person’s presence status
next to their name in the console
database.

This live presence information means
operators can choose the best
method in which to contact a person
and deal with the call to ensure the
transfer is successful. If the contact is
out of the office the operator can
select the mobile icon to transfer to
their mobile or transfer the caller to
an available person from the same
department.

Operators can also check a person's
calendar to see when they are free,
or choose to send an email or Instant
Message from the console to the
contact to advise them that a call is
waiting or the callers details so that
they can return the call.

Embedding these tools into the
console removes the need to swap
applications and keep the caller on
hold, which improves productivity
whilst allowing operators to be more
responsive to callers and staff.