Nortel Debuts Unified Communications Solution for Web 2.0 Customer Care

(Wireless News Via Acquire Media NewsEdge)
Nortel announced that it is expanding its unified communications
portfolio to provide for the Web 2.0 world.

With its software solution - the Nortel Interactive Communications
Portal (ICP) - features such as IM, email and click-to-call can be
added to self-service and speech applications to expand service options
beyond menu-driven interactive voice response (IVR).

As a native, SIP-based platform, ICP fits directly into a business'
existing IP environment and can be installed from a single DVD-ROM.

Suzette Bouzane Meadows, market development director at JAM IP, a
contact center services organization in the United Kingdom, said,
"Nortel's ICP is a powerful, collaboration application which is a
valuable addition to our Contact Centre and Unified Communications
portfolios. We believe it will provide incredible value to our JAM IP
clients by giving them a broad range of choices for how they want to
interact with us."

"The collaborative qualities of unified communications are creating an
opportunity for businesses to touch more customers at less cost, to

build their loyalty through more compelling interaction, and to achieve
a strong competitive differentiation," said Ravi Chauhan, general
manager, Multimedia Applications, Nortel.

The software-only solution is built on Nortel's Media Application
Server, a multimedia-processing platform that provides extensive
support for conferencing, messaging, and interactive voice/video
response features.

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Copyright ? 2008 Wireless News

(source: http://www.tmcnet.com/usubmit/-nortel-debuts-unified-communications-solution-web-20-customer-/2008/09/01/3627627.htm)

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