Symposium Web Portal experiences 1

[DancingDave]

Is anyone out there using Symposium Web Portal?

If so, what version of web portal and Symposium are you using?
What do you use it for?
What issues did you have implementing/supporting it?
What are its constraints i.e. did it affect any of your other call centre components?

Any feedback most welcome.

DD

 

[PCDsun]

We are using SWCP 4.0 SU07 with Sympsoium 5.0 FP1.

We have a contact center of 250 agents at two locations. We use SWCP for our email and for Web Chat sessions.
In our center, we have Telephone agents, email agents and blended agent.
The blended agents do voice, email and chat.

Our center handles 50,000 emails per month for our clients. Not to many chat sessions. Integrating this with Sympsoium has really helped our center. We handle 380 differant email addresses. They rout into 16 differant skillsets. Symposium helps with the distribution based on skills and availablility. We have increased our email agent productivity and bascially removed any idle time for agents that are blended.

It has also helped with our spam issue. we receive approx 45,000 spam emails per month. The system, based on rules we have in it, filters spam out for us so not to tie up the agents time.

This system has been a real plus for us.

Initially when the system was first set up, we did have a few issues configuring it the way we anted but in the 1 1/2 years we have had it, we haven't had any major issues.

Hope thsi helps

 

[DancingDave]

PCDSun, many thanks for your comprehensive reply. Hope you like the star!

I don't suppose your solution integrates to a CRM package does it? If the answer is yes, I have a few supplementary questions.

Thanks

DD