Nortel Transforms Customer Care with New Contact Center Solutions for Enterprises

Ottawa - Nortel, March 25, 2009

Nortel is unleashing a host of new contact center products and services arming today's businesses with the most advanced capabilities available. Heading up the new offering is Contact Center 7.0 followed by enhancements to Nortel's interactive voice response solution, the Interactive Communications Portal (ICP) and added functionality to the company's Agile Communication Environment (ACE) platform.

Highly resilient and redundant, Contact Center 7.0 is a native SIP-based solution with tightly integrated unified communications (UC) capabilities and hundreds of new features, including integration with Microsoft Office Communications Server (OCS) 2007. As a Microsoft Gold Certified Partner, Nortel is recognized for demonstrating the highest level of competency and expertise in designing, integrating, and supporting Microsoft technologies.

Key features of Contact Center 7.0 include:

• Open Interfaces - In addition to the openness delivered by SIP, Contact Center 7.0 provides open Application Programming Interfaces using a Services Oriented Architecture (SOA).
• UC in the Contact Center - Contact Center 7.0 and Microsoft OCS integration provides a single, unified agent desktop interface for inbound/outbound voice, email, web chat, and instant messaging.
• Predictive Outbound Dialing - Contact Center 7.0 improves the efficiency of agents by allowing the system to intelligently predict when an agent will become available and place an outbound call to coincide with their availability.
• Service Creation Environment (SCE) - Contact Center 7.0 also features a graphical 'drag and drop' tool that takes the work out of contact center and self-service workflow creation. With SCE, the workflow orchestration between different applications is simplified using open, web services interfaces, which reduces the cost and speed of deployment.
• Services - Contact Center 7.0 solution is complemented by an enhanced set of new services spanning all aspects of contact center operations. These include: Consulting and Design; Development and Customization; Implementation and Integration; Manage and Maintenance; and Optimization services.

In addition to the Contact Center 7.0 solution, Nortel is also making improvements to its ICP offering with Feature Pack 1. Enhancements include outbound detection for discerning between a person and an answering machine; co-residence of the Nuance speech server, eliminating the need for a separate server; and extension of SIP CTI interworking to support Avaya AES.

Nortel also continues to pursue an open application environment adding the following functionality as part of ACE Release 1.2:

• Increased support of Microsoft OCS 2007 for enhanced presence capabilities (e.g. telephony presence) across heterogeneous PBX environments;
• Integration with IBM Lotus Sametime Client 8.0.1 for click to conference and enhanced presence capabilities;
• And, services for application customization, prototyping, and custom application development.

With Nortel contact centers handling more than 200 million calls a day, the company offers the broadest application portfolio, including contact center, self-service, advanced speech, and workforce optimization solutions. It also adheres to an open, vendor-agnostic approach that allows for simple integration of the UC experience across applications and devices complemented by a rich services practice that can customize solutions based on a customer's unique business needs.

Be on the lookout for the new Nortel Contact Center 7.0 courses from Global Knowledge debuting in May, 2009:

Advanced Search

Company Info

Contact Us

Course Catalog

Certifications

Delivery Methods

Training Locations

Knowledge Center

Payment & Savings

My Global Knowledge

Shopping Cart