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TSX : NTOTC Bulletin Board : NRTLQ
March 25, 2009 06:00 ET
business strategies blend with Communications to increase income, decrease costs and raise customer satisfaction
OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a number of recent contact core items and capabilities arming modern day businesses with the most superior capabilities available. Heading up the brand new providing is Contact center 7.0 followed through enhancements to Nortel's interactive voice response answer, the Interactive Communications Portal (ICP) and brought performance to the company's Agile communique ambiance (ACE) platform.
particularly resilient and redundant, Contact core 7.0 is a native SIP-based answer with tightly integrated unified communications (UC) capabilities and a whole bunch of recent points, together with integration with Microsoft office Communications Server (OCS) 2007. As a Microsoft Gold certified partner, Nortel is identified for demonstrating the maximum degree of competency and abilities in designing, integrating, and aiding Microsoft technologies.
"Nortel is doing imaginative issues within the client contact market and their method for making it essential to blend applications with business methods is appropriate on the mark," stated Steve Lemak, vice president of IT, excelleRx, a Nortel contact middle customer and issuer of medication administration for the hospice market. "They understand what must be completed to aid companies like ours in the reduction of charges and velocity our ability to enhanced serve our valued clientele."
"These bulletins underscore Nortel's center of attention on delivering advanced client care options that no longer only simplify enterprise manner and utility integration but also spotlight Nortel's persisted dedication to convey innovative capabilities to our valued clientele," pointed out Ravi Chauhan, common manager, Communications Enabled enterprise solutions, Nortel.
Key features of Contact core 7.0 consist of:
- Open Interfaces - moreover the openness delivered by way of SIP, Contact center 7.0 offers open utility Programming Interfaces the use of a functions Oriented architecture (SOA), which allows integration of the contact center into an organization's enterprise applications and procedures. With net carrier interfaces for queuing, desktop Telephony Integration (CTI), and database integration, a enterprise can automate workflow between front and returned workplace functions to eliminate tedious manual approaches.
- UC within the Contact center - With Contact middle 7.0 and Microsoft OCS integration, it is handy for consumers to engage with a business the use of quite a lot of modes of conversation. This wonderful integration offers a single, unified agent desktop interface for inbound/outbound voice, electronic mail, net chat, and instant messaging. as an instance, Contact middle 7.0 can intelligently route customer contacts to purchasable agents the use of SIP-based presence. brokers can also use presence to right away assess which of their consultants is purchasable to support with a consumer request, enabling first contact decision.
- Predictive Outbound Dialing - usually supplied as a separate application, Nortel has thoroughly integrated this know-how inside Contact core 7.0 to enrich the efficiency of agents through permitting the equipment to intelligently predict when an agent will become attainable and location an outbound name to coincide with their availability. And, since it is built-in with Contact center 7.0, reporting and administration are seamless.
- service introduction ambiance (SCE) - Contact center 7.0 additionally features a graphical 'drag and drop' device that takes the determine of contact center and self-service workflow creation. With SCE, the workflow orchestration between diverse purposes is simplified the usage of open, internet capabilities interfaces, which reduces the charge and pace of deployment. Nortel estimates use of this device to be five times quicker than ordinary workflow creation methods.
- services - Contact center 7.0 answer is complemented through an superior set of recent features spanning all features of contact core operations. These consist of: Consulting and Design; construction and Customization; Implementation and Integration; manipulate and protection; and Optimization features.
For more details, talk over with http://www.nortel.com/options/ccvp/collateral/nn124079.pdf
besides the Contact center 7.0 solution, Nortel is also making advancements to its ICP offering with characteristic Pack 1. Enhancements encompass outbound detection for discerning between someone and an answering computer; co-dwelling of the Nuance speech server, putting off the want for a separate server; and extension of SIP CTI interworking to guide Avaya AES.
"To call a brand new product subsequent-gen has become cliche, however Nortel has actually put its Interactive Communications Portal in a category with the aid of itself in terms of inventive design, openness, interoperability specifications help and ease-of-use," observed Joe Outlaw, essential contact core analyst, Frost & Sullivan. "long-time market chief Nortel demonstrates with ICP, it is dedicated to bringing leading solutions to the market."
Nortel also continues to pursue an open application ambiance adding here functionality as a part of ACE liberate 1.2:
- multiplied guide of Microsoft OCS 2007 for stronger presence capabilities (e.g. telephony presence) across heterogeneous PBX environments;
- Integration with IBM Lotus Sametime client eight.0.1 for click to conference and greater presence capabilities;
- And, features for software customization, prototyping, and customized utility development.
"further and further organizations are discovering that having the means to automate capabilities and processes, whereas having multiple channels of communication attainable, can increase efficiencies, reduce working charges, and construct consumer loyalty," talked about Joel Hackney, president, enterprise solutions, Nortel. "UC-enablement is obviously the course forward and we've offered an easy roadway for our shoppers to attain this purpose."
With Nortel contact centers dealing with more than 200 million calls a day, the enterprise presents the broadest utility portfolio, including contact center, self-provider, superior speech, and body of workers optimization solutions. It also adheres to an open, supplier-agnostic strategy that makes it possible for for standard integration of the UC journey throughout applications and devices complemented by a prosperous features observe that can personalize solutions based on a client's exciting business wants.
Nortel is a diagnosed leader in providing communications capabilities that make the promise of enterprise Made primary a truth for our consumers. Our next-generation technologies, for each carrier provider and enterprise networks, assist multimedia and business-crucial applications. Nortel's applied sciences are designed to assist get rid of state-of-the-art obstacles to efficiency, pace and performance by using simplifying networks and connecting individuals to the counsel they need, once they want it. Nortel does business in additional than 150 nations worldwide. For more tips, discuss with Nortel on the web at www.nortel.com. For the newest Nortel news, seek advice from www.nortel.com/news.
definite statements during this press release may contain phrases similar to "could", "expects", "may additionally", "anticipates", "believes", "intends", "estimates", "ambitions", "envisions", "seeks" and other an identical language and are regarded ahead-searching statements or suggestions beneath relevant securities legislation. These statements are in response to Nortel's existing expectations, estimates, forecasts and projections about the operating ambiance, economies and markets during which Nortel operates. These statements are discipline to essential assumptions, risks and uncertainties, which are problematic to predict and the actual influence may well be materially diverse from those pondered in ahead-looking statements. For additional information with appreciate to definite of these and different components, see Nortel's Annual record on Form10-ok, Quarterly experiences on kind 10-Q and different securities filings with the SEC. except in any other case required via applicable securities laws, Nortel disclaims any intention or duty to update or revise any ahead-looking statements, even if because of new assistance, future pursuits or otherwise.
(1)Nortel, the Nortel brand and the Globemark are trademarks of Nortel Networks.
Use of the phrases "companion" and "partnership" does not imply a felony partnership between Nortel and every other party.
agencies that use the Symposium call center utility from Nortel now have an easier technique to achieve integration with i OS functions. closing week, iMessaging solutions introduced a package of utility and capabilities that allows its encourage telephony software to integrate with Symposium.
Nortel bills its Symposium call middle Server as an advanced and scalable platform for automating the distribution of incoming calls in a contact center. The utility makes businesses greater effective with the aid of guiding callers through a “telephone tree” to determine the aim of a call, and then routing the call to the customer carrier representatives (CSRs) with the appropriate advantage.
It’s standard for Symposium clients to force even more automation into their call middle operations via integrating their name center utility with company purposes. This gives advantages, such as the capability to at once pull up advice, like consumer statistics, before routing the name to the applicable CSR.
although, integrating cellphone techniques with business applications is notoriously intricate, and requires wide customization functions. however because of iMessaging’s new encourage for Symposium offering, Nortel customers can join their Symposium programs to i OS applications, while leveraging the extensive journey that iMessaging has in this field of contact middle operations.
the brand new providing provides two fundamental merits, in accordance with iMessaging. First, the combination permits the Symposium equipment to carry custom reveal “pops” to the workstations of CSRs. These reveal pops can be a reveal from well-nigh any i OS application, and provide CSRs with short access to data from core enterprise functions. It also eliminates the want for CSRs to manually navigate in the course of the i OS utility to get to the critical display.
The 2d improvement is the birth of interactive voice response (IVR) capabilities that allow callers or call recipients to interact with business functions over the mobile, using either voice recognition or the mobile’s keypad. encourage can carry IVR functionality to Symposium for each inbound and outbound calls, iMessaging says.
moreover the encourage utility, iMessaging’s new answer contains assignment management, implementation, configuration, and building capabilities. The answer begins at about $20,000. iMessaging is providing prospective shoppers free 30-minute assessments. For greater assistance, talk over with www.imessagingsolutions.com.
iMessaging and IBM team to power i OS-primarily based IP Telephony
iMessaging Adopts SIP for call middle application
iMessaging offers a supervisor’s View into call center pastime
iMessaging adds Outbound Dialing to encourage call center Suite
iSeries-centric call core Suite Renamed inspire
iMessaging Boosts guide for Spanish in Interactive Voice system
submit this story to del.icio.us publish this story to Digg put up this story to Slashdot
“Zailab is an AI-powered, born-in-the cloud contact middle solution, focused on one hundred brokers and beneath,” says Michael Cibelli, SVP of earnings. “We feel this is underserved market and 84% of opportunities fall right here.”
Michael explained the company’s function-set is competitive while their pricing is wonderful as it is one hundred% consumption based.
“There are not any set-up or license costs,” he exclaimed. “No long-term contract phrases or help charges, you pay for what you use, voice, SMS, email, and so forth.”
The answer makes it possible for consumers to eat what they need. He defined, it works extremely smartly in retail as they can spin up their contact center for the peak season.
He observed, “They could need one hundred individuals at height intervals but then 60 for the rest of the time.” continuing, “inspite of clients, if you happen to stop the usage of, you cease paying.”
in its place of constructing name or contact queues – Zailab has a single ready room.
Their synthetic intelligence and desktop getting to know dynamically reprioritizes incoming contacts to the best possible agent for the chance.
here is a ways superior than separate queues which may additionally drive clients to must cope with an extended wait.
He said, “think of two emergency rooms. One affected person has a gunshot wound and one, a stomach concern.” He persisted, “You may also have availability in abdominal enviornment which may be used to support the other patient.”
“We get rid of the ready,” he exclaimed.”
additionally, they are concentrating on agent turnover as they accept as true with contact core laborers don’t have the appropriate tools to do their jobs without problems.
americans need to do a fine job, he explained but they get indignant purchasers in order that they turn out to be leaving.
Zailab has a single-view omnichannel agent monitor and the agent sees the call-move and the place the caller has been. They also see all viable notes, name and e-mail background. The brokers can see pending questions, texts and the rest which is essential.
This makes it possible for agents to have extra context which can also be helpful. they could start a name through asking the caller how their trip turned into as an instance.
“This helps them support the customer,” he exclaimed. “When agents have this context in front of them, it helps them tackle their job extra efficiently and right now. They’re apt to be greater high-quality. It comes across on the name.”
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SASInstitute [15 Certification Exam(s) ]
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SDI [3 Certification Exam(s) ]
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SOA [15 Certification Exam(s) ]
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