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Australian groups are facing up to the problem of cutting charges and gazing their carbon footprints at the same time, all-the-while having to install new know-how that continues them aggressive in native and international markets. PCI, a Melbourne-primarily based contact centre outsourcing enterprise, is doing all of this without delay via rolling out a brand new unified communications contact centre facility peculiarly designed to retailer the business - and its valued clientele - ongoing expenses through power effective community device from Nortel.
MELBOURNE, Australia – Contact centre outsourcing expert PCI is constructing a brand new unified communications contact centre facility in Melbourne using power-productive network solutions from Nortel* [NYSE/TSX: NT] and Platinum nPower channel partner Commander.
PCI delivers a large-latitude of contact centre features for country wide and multinational valued clientele, including a few of Australia’s biggest telecommunications, banking, suggestions expertise and utility corporations and is aiming to in the reduction of their carbon footprint with Nortel’s unified voice, information and instant community at its Melbourne headquarters.
The 6,000 rectangular metre greenfield web site will be equipped with an all-new, completely IP-enabled community assisting 715 lively agents and as much as 850 concurrent clients with the intention to allow the business the pliability to control its contact centre brokers’ activities even with their actual area, allowing them to work from any place whereas keeping their identical telephone number, caller businesses and entry to network components.
“as the first element-of-demand many of our consumers’ shoppers, we now have a massive responsibility to be ‘always attainable’ for incoming calls, and to be capable of get the right individuals to answer these calls as quickly as viable,” says Jason may additionally, common manager, Integration, PCI.
“From a know-how standpoint we even have a responsibility to hold an effective and sustainable work environment, and as a result a major determinant of the technology we used for our new facility become its efficiency when it comes to power draw and emissions.”
“relocating to new premises additionally gave us the probability to extend this theme to the way we manage our call agents, deliberating issues like travel time and actual location,” says might also.
“Nortel’s unified communications options had been now not best surest for this purpose, with place-impartial calling and presence giving us far more manage and suppleness over brokers’ whereabouts, but Nortel’s power-effectivity scores are also far sophisticated to those of its opponents.”
“as with every enormous-scale know-how rollout one of the most largest expenses is the energy to vigor and cool the gadget,” says Phil Allan, CEO PCI. “Nortel proven such a clear lead during this regard with its power-frugal gadget that the discount rates in ongoing operation and lessen TCO have been motives on my own to opt for its answer, now not counting all the different merits it offered.”
“We are living in an age where Hyperconnectivity – single users with assorted networked devices like PDAs, sensible phones and computers – is altering the nature of the contact centre to the aspect where call agents can no longer restrict themselves to voice and email interaction to provider their clients appropriately,” says Mark Fioretto, normal supervisor, business options, Australia and New Zealand, Nortel.
“a completely integrated, unified communications community empowers the agent to box and direct any class of name from any client, using any equipment or media, from a unified desktop customer or cellular interface,” says Fioretto.
The Nortel solution for PCI contains the latest communique Server 1000E IP PBX, supported by a totally resilient Nortel Ethernet Routing swap (ERS) network offering vigor-over-Ethernet (PoE) and gigabit speeds to each desktop. instant LAN coverage is supplied with the aid of the Nortel Multimedia WLAN 2300 solution enabling relaxed instant connectivity to all workforce.
The solution additionally includes Nortel's name Pilot unified messaging and communique manage Toolkit, which allows for simplified integration of the Contact Centre and PCI’s line of business purposes. CallPilot further saves PCI substances by offering employees with unified messaging and make contact with center voice capabilities from a single server. conclusion-to-conclusion deployment, integration and on-going support capabilities are being delivered with the aid of Commander’s superior technical services crew.
A recent file from Tolly neighborhood found that certain of Nortel’s network switches had been greater power effective than definite aggressive products.
Nortel is a recognized chief in supplying communications capabilities that make the promise of business Made essential a reality for our purchasers. Our next-technology technologies, for each provider issuer and enterprise networks, help multimedia and enterprise-vital applications. Nortel’s applied sciences are designed to aid eliminate state-of-the-art boundaries to efficiency, speed and efficiency by using simplifying networks and connecting individuals to the assistance they want, after they want it. Nortel does enterprise in additional than a hundred and fifty nations everywhere. For greater information, talk over with Nortel on the internet at www.nortel.com. For the newest Nortel information, visit www.nortel.com/news.
seek advice from The Tolly group assessment of Nortel’s Ethernet Routing Switches (ERS) 4450T-PWR and 4548G T-PWR to Cisco’s Catalyst 3560G-48PS, 3560E-48PD, 3750G-48PS and 3750E-48PD, as suggested in the Tolly group’s report No. 208269 dated January 2008.
REDMOND, WASH., and TORONTO–July 18, 2006–The convergence of the communications and IT industries took a significant step ahead today as Microsoft Corp. and Nortel announced a strategic alliance according to a shared imaginative and prescient for unified communications. by engaging the businesses on the expertise, marketing and business ranges, the alliance will permit each businesses to drive new increase opportunities and has the abilities to eventually transform companies communications, reducing charges and complexity and enhancing productivity for clients.
by way of combining Nortel’s world-category network exceptional and reliability with Microsoft® software’s ease of use, the alliance will accelerate the availability of unified communications — an trade theory that makes use of advanced applied sciences to wreck down today’s gadget- and network-centric silos of communication (such as email, instant messaging, telephony and multimedia conferencing) and makes it effortless and efficient for workers to attain colleagues, companions and shoppers with the contraptions and applications they use most.
Taking a decisive step extra, Nortel and Microsoft will transition usual enterprise mobilephone systems into software, with a Microsoft unified communications application platform and Nortel software items to deliver further advanced telephony performance. This application-centric approach will provide the easiest transition direction for companies, helping enable them to in the reduction of the total charge of possession and greater protect latest and future investments. it is going to additionally greater immediately permit the advent of latest, inventive functions.
“Nortel and Microsoft have each and every led primary transformations in their own market — Nortel’s digital innovation and Microsoft’s software on every laptop,” talked about Mike Zafirovski, president and CEO of Nortel. “via combining our exciting strengths, Microsoft and Nortel will speed up the beginning of unified communications — supplying to our customers an improved-great person adventure, with improved reliability and reduce total charge of ownership. That’s the place we could make a true change.”
“we're investing together since the communications trade is at an inflection element,” pointed out Steve Ballmer, CEO of Microsoft. “we will have deep collaboration in product development with Nortel, allowing us to impulsively bring amazing, extremely reliable options in order to assist mission-important communications. The chance for our customers is surprising. we are able to permit them to understand large financial and company merits from unified communications.”
“here is a gutsy play for Nortel — accelerating the stream of our voice know-how into software and working with the realm’s application leader as part of our broader business strategy to seriously change the enterprise right into a software and features chief,” Zafirovski mentioned. “From this transaction, we agree with we are able to catch well beyond $1 billion in new income, ramping up with expanded momentum through 2009 via expert capabilities, voice products and applications, in addition to records pull-through within the enterprise.”
“Unified communications will pressure the subsequent important advance in individual, team and organizational productivity in these days’s 24×7, at all times-linked and more and more mobile work ambiance,” pointed out Jeff Raikes, president of the business Division at Microsoft. “Our application-primarily based strategy puts americans at the middle of communications via a single identity across e mail, voice mail, voice over web protocol (VoIP) name processing, rapid messaging and video, and intuitively embeds communications capabilities into people’s commonplace work approaches, including the Microsoft office gadget and third-birthday party application purposes.”
add-ons of the agreement
The companies will enter into a 4-year alliance contract, with provisions for its extension.
Nortel may be Microsoft’s strategic partner for superior unified communications options and systems integration.
the two corporations will kind the inventive Communications Alliance as a go-to-market car.
Microsoft and Nortel will installation the different’s applied sciences of their business networks.
options and systems integration
Nortel turns into a strategic techniques integration companion for the advanced unified communications answer.
Nortel believes it will probably catch massive new earnings through service offerings equivalent to convergence planning, integration, optimization, monitoring and managed functions.
Joint product construction
Nortel and Microsoft will form joint groups to collaborate on product building that spans enterprise, cell and wireline service solutions.
both groups will cross-license highbrow property.
Nortel and Microsoft will have interaction in early-stage integration and trying out.
Nortel will bring options that complement Microsoft’s unified communications platform, together with business contact core applications, mission-critical telephony services, advanced mobility capabilities and facts networking infrastructure.
Microsoft and Nortel will collectively promote the superior unified communications answer and integration services. The plan is to strengthen a practicing and incentive application for the corporations’ earnings groups.
both corporations will make investments substantial substances in marketing, business building and beginning.
Microsoft and Nortel will build a joint channel ecosystem using both businesses’ programs integrator, reseller, and service issuer relationships.
both corporations will advance a series of compelling solutions for various customers, including small and medium-sized enterprise, colossal companies and service suppliers.
Nortel (NYSE/TSX “NT”) is a identified chief in offering communications capabilities that enhance the human adventure, ignite and vigor global commerce, and cozy and offer protection to the realm’s most critical assistance. Our next-technology technologies, for both provider suppliers and enterprises, span access and core networks, aid multimedia and business-vital purposes, and support eliminate nowadays’s limitations to effectivity, speed and efficiency through simplifying networks and connecting people with advice. Nortel does company in more than 150 countries. For more tips, seek advice from Nortel on the net at www.nortel.com. For the latest Nortel news, seek advice from www.nortel.com/information.
based in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide chief in application, features and solutions that support people and organizations recognize their full capabilities.
definite statements during this press liberate may also comprise phrases reminiscent of “might,” “expects,” “can also,” “anticipates,” “believes,” “intends,” “estimates,” ”objectives,” “envisions,” “seeks” and different similar language and are considered forward-looking statements or guidance below relevant securities law. These statements are in accordance with Nortel’s existing expectations, estimates, forecasts and projections about the working environment, economies and markets during which Nortel operates. These statements are subject to essential assumptions, risks and uncertainties, which might be tricky to predict, and the specific influence may well be materially different. In preparation of its monetary outlook in this press liberate, Nortel has made a number of assumptions concerning its knowledge extra capabilities revenues generated from its strategic alliance with Microsoft, together with: a scarcity of latest aggressive technologies to displace or scale back the revenue potential of the joint unified communications answer; stable regional market dynamics for this solution, with the premier salary opportunities latest in North the usa and Europe; simple focus of future services revenues on integration and network monitoring, and a hard and fast market solid hourly carrier fee in 2007; Nortel capturing a major volume of the earnings linked to the service and product salary generated from any Converged office deployment the place Nortel is concerned; a success evolution of change Server and associated application from Microsoft to a unified messaging platform; capability to leverage Nortel’s existing put in base market and trap a big amount of the IP conversion marketplace for this put in base via 2009; tremendous increase in Nortel’s global sales in VoIP options yr over 12 months for the subsequent 4 years, partially offset with the aid of a discount in profits per sale due to Nortel’s multipartner approach; the endured success of Nortel evolving its technologies in a complementary vogue with its present and future suppliers; and sustained dedication of the parties to grow aggressively this market probability. The above assumptions, however regarded cost-efficient via Nortel at the date of this press unencumber, may additionally show to be inaccurate, and consequently Nortel’s precise results could fluctuate materially from its expectations set out in this press unencumber.
additional, actual results or hobbies could differ materially from these contemplated in forward-searching statements on account of the following: (i) hazards and uncertainties relating to Nortel’s restatements and connected concerns including Nortel’s most contemporary restatement and two old restatements of its financial statements and connected hobbies; the poor have an effect on on Nortel and NNL of their most recent restatement and prolong in submitting their economic statements and connected periodic experiences; felony judgments, fines, penalties or settlements, or any titanic regulatory fines or other penalties or sanctions, related to the ongoing regulatory and criminal investigations of Nortel in the U.S. and Canada; any gigantic pending civil litigation movements now not encompassed by using Nortel’s proposed classification motion settlement; any large money charge and/or huge dilution of Nortel’s current fairness positions due to the finalization and approval of its proposed category motion settlement, or if such proposed type action contract is not finalized, any larger settlements or awards of damages in respect of such classification actions; any unsuccessful remediation of Nortel’s fabric weaknesses in internal handle over financial reporting leading to an inability to document Nortel’s results of operations and financial situation precisely and in a timely method; the time required to enforce Nortel’s remedial measures; Nortel’s inability to access, in its present kind, its shelf registration filed with the U.S. Securities and alternate fee (SEC), and Nortel’s beneath-funding-grade credit rating and any extra adverse effect on its credit standing due to Nortel’s restatements of its monetary statements; any opposed affect on Nortel’s enterprise and market expense of its publicly traded securities arising from carrying on with bad publicity involving Nortel’s restatements; Nortel’s talents lack of ability to entice or hold the personnel critical to achieve its business targets; any breach by way of Nortel of the persisted listing requirements of the NYSE or TSX inflicting the NYSE and/or the TSX to begin suspension or delisting procedures; (ii) risks and uncertainties concerning Nortel’s company together with every year and quarterly fluctuations of Nortel’s operating outcomes; reduced demand and pricing pressures for its items because of international financial conditions, tremendous competition, aggressive pricing follow, cautious capital spending by means of purchasers, extended industry consolidation, swiftly changing technologies, evolving trade requirements, regularly occurring new product introductions and short product life cycles, and other trends and trade features affecting the telecommunications trade; the sufficiency of the restructuring actions introduced during this press unlock, together with the potential for better specific charges to be incurred in connection with restructuring movements in comparison to the estimated fees of such movements and the capability to achieve the targeted can charge mark downs and mark downs of Nortel’s unfunded pension liability deficit; any cloth and opposed affects on Nortel’s performance if its expectations related to market demand for specific products prove to be incorrect or on account of certain barriers in its efforts to expand internationally; any discount in Nortel’s operating results and any connected volatility in the market fee of its publicly traded securities coming up from any decline in its gross margin, or fluctuations in international foreign money alternate charges; any negative developments linked to Nortel’s supply contract and contract manufacturing agreements together with because of using a sole supplier for key optical networking options components, and any defects or errors in Nortel’s current or deliberate items; any terrible affect to Nortel of its failure to achieve its enterprise transformation ambitions; further valuation allowances for all or a element of its deferred tax property; Nortel’s failure to offer protection to its intellectual property rights, or any antagonistic judgments or settlements coming up out of disputes related to intellectual property; changes in law of the internet and/or different elements of the trade; Nortel’s failure to efficaciously operate or combine its strategic acquisitions, or failure to consummate or be successful with its strategic alliances; any bad effect of Nortel’s failure to conform adequately its financial and managerial control and reporting programs and strategies, manipulate and develop its enterprise, or create a superb chance management strategy; and (iii) risks and uncertainties regarding Nortel’s liquidity, financing preparations and capital together with the have an effect on of Nortel’s most recent restatement and two outdated restatements of its fiscal statements; any lack of ability of Nortel to manage money circulation fluctuations to fund working capital requirements or obtain its business targets in a well timed manner or achieve additional sources of funding; high stages of debt, boundaries on Nortel capitalizing on enterprise opportunities because of credit score facility covenants, or on acquiring additional secured debt pursuant to the provisions of indentures governing definite of Nortel’s public debt issues and the provisions of its credit facilities; any enhance of restrained cash necessities for Nortel whether it is unable to relaxed alternative aid for obligations coming up from definite normal route business activities, or any lack of ability of Nortel’s subsidiaries to give it with enough funding; any bad effect to Nortel of the deserve to make better defined benefit plans contributions in the future or publicity to consumer credit hazards or lack of ability of consumers to fulfill payment responsibilities beneath consumer financing preparations; any poor influence on Nortel’s means to make future acquisitions, elevate capital, subject debt and preserve employees bobbing up from stock fee volatility and additional declines out there expense of Nortel’s publicly traded securities, or any future share consolidation leading to a lower complete market capitalization or opposed impact on the liquidity of Nortel’s standard shares. For more information with recognize to definite of those and other components, see Nortel’s 2005 10-okay/A, Quarterly document on form 10-Q and other securities filings with the SEC. unless otherwise required by means of applicable securities laws, Nortel disclaims any intention or obligation to replace or revise any ahead-searching statements, even if because of new information, future events or in any other case.
Microsoft is a registered trademark of Microsoft Corp. within the u.s. and/or other countries.
Nortel is a registered trademark of Nortel Networks Ltd.
The names of specific companies and items outlined herein could be the emblems of their respective homeowners.
note to editors: if you are interested in viewing more information on Microsoft, please seek advice from the Microsoft net web page at http://www.microsoft.com/presspass on Microsoft’s corporate assistance pages. net links, telephone numbers and titles had been relevant at time of ebook, however may additionally for the reason that have modified. For further suggestions, journalists and analysts may additionally contact Microsoft’s swift Response team or different applicable contacts listed at http://www.microsoft.com/presspass/contactpr.mspx.
Microsoft CEO Steve Ballmer (R) and Nortel President and CEO Mike Zafirovski today announced a strategic alliance between both companies at Microsoft headquarters in Redmond, Wash.
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Nortel has launched Contact Centre 6.0, a single-suite contact centre solution aligning previously separate Symposium-branded applications into a single streamlined offering.
CC6.0 is aimed at increasing contact centre efficiency and providing a more effective customer contact experience in the virtual enterprise.
Nortel VP for Africa Yves Roux says Contact Centre 6.0 will be easier to manage and less costly to implement than single box solutions now being supplied by a myriad of vendors. It also offers more services and revenue generating opportunities with new functionality such as the new Outbound Campaign Manager.
A range of innovative product enhancements will simplify contact centre management and increase the effectiveness of the contact centre, while numerous security enhancements will better protect businesses.
It also offers an IP or TDM converged platform for voice, multimedia and outbound communications with integrated CTI for an "all-in-one" solution, while providing the foundation for the SIP Contact Centre.Highlights of Contact Centre 6.0
Open Multimedia Queue allows skills-based routing, reporting and management of multiple contact channels, improves productivity and provides consistent handling of customer contacts regardless of the media type.
Integrated Outbound Campaign Manager provides a fully blended contact centre, using the new Outbound Campaign Manager to create, modify and monitor outbound campaigns, including integrated real-time and historical reporting, maximising agent productivity.
Unified Agent Desktop provides a single agent interface for the management of all contacts regardless of the media type. It includes everything the agent may need for inbound, outbound and multimedia contact channels including an intuitive Web-browser interface based on industry standard Microsoft .NET smart technology.
Next generation SIP-based contact centre supports new and emerging media-independent communications channels such as video, chat and IM and multimedia agents anywhere on any SIP-enabled device.
Simplified licence management provides reduced cost of ownership with centralised control of application licensing for all elements on individual nodes and on all nodes in a network. This provides licence flexibility for resiliency and disaster recovery configurations.
Increased resiliency options with automatic or manual fail-over provide a high availability solution for the Contact Centre portfolio applications, reducing contact centre unplanned downtime and also facilitate disaster recovery strategies.
Campus, geographic and contact centre multimedia redundancy with shadowing capability allow real-time replication of databases to local or remote standby servers.
Open heterogeneous networking gives the ability to deploy virtual contact centres across all Nortel switch platforms and Nortel IVR systems.
Reduced system integration costs with Communications Control Toolkit 5.0/6.0, a simple to use converged middleware and integration toolkit based on standard development components (.NET classes and Win Form Controls) allowing quick and inexpensive development of desktop applications, server applications, screen pops and CRM connectors.
Networking enhancements that allow users to extend the reach of their contact centre with networking, resulting in more flexible deployment of agent resources without compromising functionality or reliability, including future networking integration with Nortel SIP call servers (MCS 5100) as well as non-Nortel systems.
Buyer's Guide Companies Mentioned
To support telephony-based unified communications
Nortel, a provider of networking products, has introduced the Communication Server 1000 (CS 1000) 6.0 to support telephony-based unified communications.
Nortel said that CS 1000 offers centralisation of functions that are expected to allow enterprises to reduce the total cost of ownership (TCO) of their network systems.
The company said that the Unified Communications Management Solution, a component of release 6.0, manages CS 1000 as the network’s unified communications base and provides a framework that allows management of converged network elements.
The release 6.0 also expands CS 1000 options for COTS platforms, including IBM x3350 and Dell R300.
The Communication Server 1000 is a software-based IP PBX. It reportedly provides converged network and telephony features. Distributed over IP LAN and WAN infrastructure, it supports applications including unified messaging, customer contact centre, interactive voice response, wireless VoIP and SIP/IP telephony.
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