Science & Technology
Science and Technology
Science and Technology
Mon, July 27, 2009 Nortel: Newcastle Building Society Boosts Customer Service with Nortel
LONDON, UNITED KINGDOM--(Marketwire - July 27, 2009) - Newcastle Building Society has selected Nortel(1) (OTCBB:NRTLQ) to provide a new virtual contact center to enhance communications between office locations and improve customer satisfaction. The Nortel solution, based on [ unified communications ] technology, is helping Newcastle Building Society boost its award-winning customer service by further improving responsiveness and reducing customer waiting times.
Newcastle Building Society, with assets under management in excess of Pounds Sterling 5.09 billion, is the tenth largest and one of the strongest mutual building societies in the UK. Since it was established in 1861, the society has made customer service a top priority. When the building society expanded to a new site on the outskirts of Newcastle in June 2008, maintaining and enhancing customer satisfaction was a key consideration in selecting a new communications system. The new Nortel solution better connects agents, improves productivity, while reducing operating costs.
"We encourage our customers to choose whichever contact method they feel most comfortable with or is most suitable for them, " said Ian Kilmartin, Third Party Services executive at Newcastle Building Society. "Many customers find that even when operating their accounts on line they like to have a phone number for convenience so we searched for technology that could route customer calls to the right agent straight away. The new solution from Nortel has only been live for a few months but I can already see improvements and most importantly our customers can too."
By connecting the new site with the central offices, the Nortel solution ensures customers experience the same quality of service no matter which office they are contacting. The solution also improves the call waiting times for many customers because if all lines are busy in the contact center, the customer call is answered at society's central branch. In addition, customers can take advantage of a call back service allowing them to elect to be called back at their preferred time instead of waiting to speak to an agent.
"Nortel's expertise in contact centers has served the Newcastle Building Society well in the past and we are very pleased to be able to continue to help them secure the increasing levels of personal service and satisfaction that their customers expect," said Mario DiMascio, vice president, Enterprise Sales, Northern Europe. "With the upgraded solution from Nortel, the society can benefit from optimized resources and greater reliability. In fact, the new contact center is already working well in the face of increased call volumes since its installation."
Newcastle Building Society's call center, based on [ Nortel's Communication Servicer 1000 ] and [ Contact Center 6.0 ] solutions, includes [ Nortel Call Back ] to deliver enhanced self-service capabilities, built-in call analysis and a solid platform from which the customer can develop [ unified communications ] applications.
About Nortel (in Administration)
Nortel delivers communications capabilities that make the promise of Business Made Simple a reality for our customers. Our next-generation technologies, for both service provider and enterprise networks, support multimedia and business-critical applications. Nortel's technologies are designed to help eliminate today's barriers to efficiency, speed and performance by simplifying networks and connecting people to the information they need, when they need it. For more information, visit Nortel on the Web at [ www.nortel.com ]. For the latest Nortel news, visit [ www.nortel.com/news ].
Certain statements in this press release may contain words such as "could", "expects", "may", "anticipates", "believes", "intends", "estimates", "targets", "envisions", "seeks" and other similar language and are considered forward-looking statements or information under applicable securities legislation. These statements are based on Nortel's current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which Nortel operates. These statements are subject to important assumptions, risks and uncertainties, which are difficult to predict and the actual outcome may be materially different from those contemplated in forward-looking statements. For additional information with respect to certain of these and other factors, see Nortel's Annual Report on Form10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC. Unless otherwise required by applicable securities laws, Nortel disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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