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  1. ccmaster

    Does Symposium integrate with Outbound Call Management systems?

    One of our call centers has been researching various vendor solutions for it's Outbound Call Management (OCM) system that will integrate with Symposium. At a high level this OCM system should integrate with the Nortel switch, Symposium routing and the NICE monitoring system. The system should...
  2. ccmaster

    Setting Different Thresholds for Service Level & Abandonment Rates

    We recently converted from MAX to Symposium 4.2. Our company has 20 call centers with over 700 agents. We're attempting to establish our service level and abandonment rates for both real-time and historical reporting. Our company's definition for service level is 80% of answered calls...

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