Nortel
4655 Great America Parkway
Santa Clara, CALIFORNIA, 95054

http://www.nortel.com
http://www2.nortel.com/go/product_content.jsp?segId=0&catId=0&parId=0&prod_id=9381&locale=en-US

Product Name: Nortel SIP Contact Center

Nortel announced new capabilities for its SIP Contact Center solution in December 2006. The latest version provides new dimensions for customer service by delivering a broader range of communication choices for customers. For example, customers can now interact with agents via video - or start a call with one means of communication, such as phone, then change to another, such as IM, within the same session. If a customer is waiting for agent assistance, information relevant to their inquiry can be pushed to them through web pages. This multi-modal approach gives businesses a competitive advantage, because what could have taken multiple sessions can now be done in one.

Also, SIP Contact Center 6.0 lets customers get information from more than one agent per call. This way, instead of getting information from just one agent, the customer can use a “virtual team” of agents who can collaborate via phone, web, email, chat, IM, or video. The software also allows for easy retrieval of software and files from previous, or legacy systems, thus enabling agents to provide excellent service for customers which have been with a company for some time – particularly customers who have used different company services in the past. This re-use of legacy systems is great way to provide better customer service while at the same time holding down technology implementation costs.

Furthermore, because it is SIP-based, the software can be quickly and easily integrated with a multi-vendor SIP architecture. Having a native SIP application means there is no data interpretation needed, so information can pass through the network faster, allowing companies to easily add multimedia services. This open system can interface with any endpoint - whether mobile, IP, SIP or TDM. With its single architecture, SIP Contact Center 6.0 enables managers to adapt any contact center to meet diverse customer needs and accelerate customer resolution, often in a single session.

Integral to Nortel Contact Center 6.0, Nortel SIP Contact Center provides tremendous versatility for understanding customers and engaging them. Working together with customers, a business can create unique, proactive services that impart noteworthy value for competitive advantage. With this solution, businesses minimize the previous hurdles to richer multimedia communications like video and eliminate communications device dependence. Employees are free to work anywhere using a superb set of tools for effortless, dynamic teaming.

Nortel SIP Contact Center enables businesses to foster vital collaboration and invigorate teamwork to build stronger customer bonds and boost productivity.