Contact Center Services

We now have fully trained and certified specialists for Avaya Aura Contact Center, the most recently released product by Avaya, ready to support upgrades from earlier Nortel Networks Contact Center releases as well as new implementations. 

Chrysalis also has the most experienced Nortel Networks Certified Specialists in the industry.  Our trained and certified contact center specialists provide design, installation, and implementation services for the full suite of Contact Center Manager, Symposium Call Center Server, Symposium Express, and CRQM products. 

Chrysalis professional services include:

• Off-site or on-site discovery as necessary to understand the call center's goals, to develop flow charts of the call treatment and to compile the associated customer database.
• Inputting the customer's call center database, including creating all users and configuring and assigning all access classes, call presentation classes, threshold classes, and skill sets.
• Performing the acquisition of PBX resources on CCM.
• Creating all variables, including the voice prompt variables and voice prompt segments needed by the scripts.
• Composing and validating all scripts.
• Integrating the CCM with the IVR application, if needed.
• Performing custom development with CCM Host Database Exchange (HDX).
• Testing the CCM Administration and Scripting and modifying as necessary.
• Assisting the customer in setting up the initial real-time displays.
• Assisting the customer in turning the application into production.
• On-site training for the customer on the most important setup, configuration, and call center management tools, including how to add users, how to change skillset assignments, how to change thresholds, how to modify access classes, etc.
• On-site training for the customer on configuring and/or modifying existing real-time displays, as well as how to interpret real-time displays.
• On-site training for the customer on accessing, printing, and scheduling standard and user-defined reports.
• On-site training for the customer on the most critical components of the scripts so that they will have a general understanding of the logic and of the key variables and intrinsics.
• Providing to the customer a document summarizing their Call Center configuration and outlining the basics of the content of their training session.
• A twelve month 8x5 warranty for all customized software developed.