OTC Bulletin Board : NRTLQ


October 12, 2009 04:00 ET

Dubai Roads & Transport Authority Deploys Nortel Contact Center Solution

Design, Deployment, Managed Services Solution leads to 50% Improvement in Customer Satisfaction

DUBAI, UNITED ARAB EMIRATES--(Marketwire - Oct. 12, 2009) - The Roads & Transport Authority (RTA)** of the Government of Dubai has experienced a dramatic 50 percent improvement in customer satisfaction while managing substantial increases in call volumes, thanks to a contact center solution provided by Nortel* (OTCBB:NRTLQ). The end-to-end solution, worth an estimated US$11.4 million, is supported by Nortel Contact Center Consulting Services and built on a foundation of unified communications-ready technology including Nortel's Contact Center and Self-Service products.

Tasked with providing "safe and smooth transport for all" in one of the Middle East's most advanced and fastest growing cities, the Dubai RTA unveiled a Managed Consolidated Contact Center (M3CS) project at the end of 2008. The project was created to replace its customer-facing communications with the latest technology for streamlining and improving customer service and responsiveness.

Nortel Services led the project with full design, consulting, deployment, staffing and management responsibility for the 120-agent customer contact center. The center, which handles approximately 82,000 calls monthly, is based on the Nortel Contact Center Portfolio and fully aligned with RTA's goals for improving service to Dubai residents and visitors.

"Our existing outsourced contact center could no longer accommodate the increasing volume of calls, services and customer relations issues we were facing," said Yousef Jawad, chief executive officer, Services, RTA. "Nortel offered a complete, customized solution that provides the highest quality of customer service, and they have clearly demonstrated their expertise to build and optimize world-class contact centers."

Along with improving customer satisfaction from 60 percent to better than 90 percent, the Dubai RTA has achieved a less than one percent call abandonment rate with their Nortel Contact Center solution. The Authority has also dramatically improved call center efficiency, with more than 95 percent of incoming calls being answered within 20 seconds-far exceeding the industry average of 80 percent.

"An effective, modern contact center is much more than just a voice at the end of a phone line," said Ramin Attari, vice president and managing director, Nortel Middle East. "With Nortel's complete line of contact center products and services, organizations like RTA have expanded functionality, gained efficiencies, increased agent productivity and created greater customer satisfaction in even the most demanding markets."

Nortel is playing a central role in restructuring communications and re-engineering customer contact processes, procedures and systems to help RTA meet increasing service requirements. Nortel's Contact Center Consulting Services for RTA included consulting, planning, design, deployment, integration and ongoing management and optimization of the complete solution. Nortel also facilitated administration and effective resource management of all RTA contact center agents.

The technology for RTA's contact center includes Nortel's Communication Server 1000 IP PBX with intelligent call routing, Nortel's scalable, IP-based Contact Center solution, and the Nortel Media Processing Server (MPS) 500 with interactive voice response capability.

Nortel is a global leader in networking technology providing governments with secure, end-to-end network solutions and services expertise supporting mission critical communications. Over 500 state or provincial agencies, 5,000 local city and county agencies and numerous federal and international government agencies throughout the world rely on Nortel solutions.

About Nortel

Nortel delivers communications capabilities that make the promise of Business Made Simple a reality for our customers. Our next-generation technologies, for both service provider and enterprise networks, support multimedia and business-critical applications. Nortel's technologies are designed to help eliminate today's barriers to efficiency, speed and performance by simplifying networks and connecting people to the information they need, when they need it. For more information, visit Nortel on the Web at For the latest Nortel news, visit

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