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September 13, 2006

Nortel Adds Call Center Recording Customers

By Robert Liu, TMCnet Executive Editor

Nortel’s (News - Alert) new multi-pronged corporate strategy to deliver upon the communications systems of the future appears to be firing on all cylinders with the addition of three new contact center customers using its Contact Recording and Quality Monitor solution as well as a development deal with TELUS to integrate IPTV (News - Alert) multimedia technologies into the Canadian incumbent local exchange carrier’s broadband infrastructure.
In the last five years, Nortel has deployed more than 60,000 contact centers and 8,000 self-service solutions worldwide, supporting an estimated four million agents that handle 200 million calls per day. On Wednesday, Nortel announced Communication Services for the Deaf of South Dakota, Swedish insurance concern Lansforsakringer AB (LFAB) and Northern Tool + Equipment of Minnesota have deployed Nortel Contact Recording and Nortel Quality Monitoring to boost customer service and contact center performance.
The suite, developed with Witness Systems (News - Alert), allows businesses to record and monitor all customer interactions so that more information can be captured for each customer. This, in turn, helps businesses reduce costs and drive differentiation by assuring that customer interactions maximize revenue, increase customer loyalty, obtain valuable intelligence and capture best customer service practices and competitive insight.
For example, Lansforsakringer, which employs more than 6,000 employees, is using Nortel Contact Recording to log contact center and staff calls for compliance when giving financial advice to customers. Call recording is also being employed to capture potential threats to damage control officers who inspect damages and settle financial issues with clients.
“As an insurance company, we need to ensure financial compliance throughout our operations,” said Alf Kjeller, telecom manager, Lansforsakringer AB. Nortel’s solution “helps us achieve that goal, as well as capture potential fraud attempts or threats to our insurance policy. This endorses our overall credibility in the marketplace and increases the confidence of our customers.”
Separately, Nortel announced on Monday that it is working with TELUS to integrate IP-based multimedia technologies into the TELUS network. This comes in addition to a $150 million contract that TELUS awarded Nokia (News - Alert) to deploy next-generation IP access equipment into its broadband network.
“We are working with TELUS to create an open, standards-based IPTV network that uses best-in-class products from across the industry,” added Dietmar Wendt, president, Global Services, Nortel.
For service providers, will video services finally bring about the elusive Holy Grail that is increased average revenue per user (APRU)? What forms of delivery can end-users expect? And what preparations do users agents need to make? To find out, make your best effort to attend the sessions of the IPTV Summit at INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006, in San Diego.
Robert Liu is Executive Editor at TMCnet. Previously, he was Executive Editor at Jupitermedia and has also written for CNN, A&E, Dow Jones and Bloomberg. For more articles, please visit Robert Liu's columnist page.

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