Science & Technology
Science and Technology
Science and Technology
Tue, August 25, 2009
Nortel: Nortel Spotlights Easy-To-Use Applications for Enhancing Customer Contact
TORONTO, ONTARIO--(Marketwire - Aug. 25, 2009) - Nortel (OTCBB:NRTLQ) -
Editors Note: Videos are included with this Press Release.
Innovative software-based customer contact solutions are providing far greater capabilities than the simple "press 1, press 2" call routing of yesterday or the frustratingly common "please continue to hold, your call is important to us" request. Applications have evolved to such a degree that businesses are increasingly looking at how they can be used to engage customers in new ways and make better use of overall contact center resources.
Nortel(1) (OTCBB:NRTLQ) points to four new customer care applications that are a cinch to use and can be deployed easily by enterprises in virtually any industry to create an improved and differentiated customer experience.
[ Offsite Agent ]
- Allows staff to be mobilized rapidly to support ever-changing customer service demands and enables business continuity in the event of an emergency situation like a pandemic or natural disaster.
- Helps reduce agent attrition, which can run as high as 20 percent today.
- Ideal for companies with seasonal or home-based contact center agents.
- Offers potential real estate savings, as real estate and facilities costs for an agent in an office location can run as high as $10,000 per year. After-hours coverage can also be covered by remote workers to further reduce office costs.
- No additional hardware required. Instead of spending as much as $1,000 on an IP phone, license and an upgraded VoIP-quality connection, an agent can work remotely with a simple analog or mobile phone and a standard PC with Internet access.
Read the solution brief: [ Nortel Contact Center Offsite Agent ]
See a video: [ Nortel Contact Center Offsite Agent ]
[ Call Back ]
- Improves customer satisfaction by eliminating wait-on-hold time when a customer calls during busy periods. Customers can hang up and receive a call-back without loosing their place in the queue. The scheduled call back option even lets the caller specify when and to what number they want the call returned.
- Lowers telecommunications costs for toll-free calls by avoiding the cost per-minute/per-call customers would generate if they continued to wait in queues listening to music.
- Optimizes agent resources by reducing the number of representatives needed during peak traffic hours. Call backs can then occur during lower traffic periods. With labor costs representing up to 70 percent of total contact center costs, any reductions in personnel could be of significant value.
Read the solution brief: [ Nortel Call Back ]
See a video: [ Don't Put Your Customers on Hold ]
[ Speech Dial ]
- Increases staff productivity by allowing callers to simply speak the name of the person or department in order to be connected. Convenient for mobile employees needing hands-free access to corporate directory information and call connection services.
- Reduces telecommunications charges by increasing the volume of incoming employee-to-employee call traffic routed through the low-cost corporate network rather than the PSTN.
- Cuts administrative support costs by automating the switchboard operator function. Using speech dial, a company with 1,000 employees, each receiving one call per day via a switchboard, can redeploy one full-time operator.
Read the solution brief: [ Nortel Speech Dial ]
See a video: [ Speech Dial - Save Time and Money ]
- Reduces administrative costs by automating the process of delivering important and targeted information to customers, partners and employees - from personalized appointment reminders to other external and internal communications.
- Increases revenue opportunities and accelerates sales by expanding the reach of advertising campaigns via proactive notification of promotions and offers relevant to an individual's needs.
- Enables greater agility in response to emergencies by notifying necessary staff quickly through multiple channels - telephone, email, or texting to a mobile device - ensuring the intended recipients are reached wherever they are.
Read the solution brief: [ Nortel Notification Suite Solution Brief ]
See a video: [ Get Your Message out Quickly ]
"Advanced customer care capabilities are absolutely essential to earning customer loyalty and gaining a real competitive advantage for businesses in all industries and markets," said Ravi Chauhan, general manager, Communications-Enabled Business Solutions, Nortel. "The good news is that the latest customer care tools are more cost-effective than ever, easier-to-use, and can help streamline agent workflow to enable better customer service and greater productivity."
Nortel is a world leader in customer care solutions and continues to bring new innovations to market. In June, Nortel announced availability of [ Contact Center 7.0 ]. Next month, v3.5 will be introduced for [ Media Processing Server 500 ], which will provide for the acceleration of application development and offer expanded third-party integration support for Avaya AES. Later this year, Nortel also plans to announce availability of the [ Interactive Communications Portal ], Feature Pack 3, adding new functionality to the platform and advances in unified reporting and licensing with Contact Center 7.0.
For an in-person demonstration of the latest contact center technologies, visit the Nortel Booth #801 during [ SpeechTek 2009 ](2), the world's biggest speech technology conference and exhibition, August 24-26 in New York.
About Nortel
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.
(1)Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
(2)This is a 3rd party link as described in our [ Web linking practices ].
Use of the terms "partner" and "partnership" does not imply a legal partnership between Nortel and any other party.
