SANTA CLARA, Calif. – Nortel* [NYSE/TSX: NT] today introduced its innovative 'Expert Anywhere' Contact Solution, making it possible for companies to tap experts across an organization, expanding the pool of customer service agents without the high cost of maintaining centralized and regional contact centers or setting up expert knowledge workers as formal contact center agents.
Nortel's Expert Anywhere Contact solution, powered by the Nortel Application Center, a SIP-based integrated suite of multimedia applications, allows businesses to direct customer calls to the most appropriate agent or knowledge worker, regardless of location or function – working in the main contact center, teleworking at home, in a branch office, or even in a retail store. Wherever specialized resources reside in a company, Expert Anywhere can link that expertise into the contact center enabling single call resolution and delivering a new level of customer service.
"Our success is predicated on fast, efficient service that provides the best customer experience possible," said Jim Bradley, telecom and network services director, Palm Coast Data. "The ability to put the right agents in touch with customers that require their specific skills and expertise, regardless of where our agents are located, provides significant competitive differentiation and serves our business case very well. It also allows us to bring agents on-line at times of peak business as needed, providing flexibility and just-in-time staffing capabilities."
"Customers today have a broad spectrum of communication channels to choose from when they interact with a company," said Malcolm Collins, president, Enterprise Networks, Nortel. "To remain competitive, organizations are challenged to raise service levels by being more responsive, accessible, intuitive and adaptive to customer needs with the staff and resources they have available to them. Nortel is helping customers achieve this new level of customer service with innovative solutions that break down the barriers of distance and distributed work environments."
Nortel's Contact Center 6.0, a key component of the Expert Anywhere Contact solutions, is a next generation SIP-based multimedia contact center. This solution offers a single architecture that enables managers to quickly adapt any contact center to meet diverse customer needs and accelerates customer resolution, often in a single transaction. Nortel's existing IP contact center solutions have already been adopted by a wide range of customers, including PC Connection, Aliant, BT, BellSouth and the City of Richardson, Texas.
"Contact center agents only have a brief opportunity to exceed service expectations and delight their customer," said Donna Fluss, principal, DMG Consulting. "Nortel's Expert Anywhere solution enables agents to access company experts in real-time, wherever they may be. By leveraging Nortel's SIP-enabled solution, end-users can improve service quality and customer satisfaction. Enterprises that extend the value of their contact center beyond traditional boundaries will have a strategic advantage."
About Nortel
Nortel is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world's most critical information. Serving both service provider and enterprise customers, Nortel delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world's greatest challenges. Nortel does business in more than 150 countries. For more information, visit Nortel on the Web at www.nortel.com. For the latest Nortel news, visit www.nortel.com/news.