Nortel
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Nortel

August 24, 2005 04:00 ET

NetVision Improving Customer Service with Nortel Contact Centre Solution; New Contact Centre to Improve Services with Accurate, Prompt Response to Customers

AIRPORT CITY, Israel--(CCNMatthews - Aug 24, 2005) -

NetVision Ltd., one of Israel's leading Internet solutions providers, has deployed solutions from Nortel (NYSE:NT)(TSX:NT) for its new contact centres to deliver accurate, prompt service to its business customers and consumers nationwide.

NetVision's new contact centre systems are making it possible for the company to respond quickly to customer inquiries by promptly routing them to the most appropriate of its 300 service agents with pop-up screens of account information to personalize assistance. Minimizing customer wait times and unnecessary referrals among agents helps enhance customer service and improve agent productivity while eliminating network bottlenecks and reducing operational costs.

"NetVision's new system from Nortel allows us to serve our large customer base much more efficiently through a seamless operation of our contact centre sites," said Yuval Tzeiri, vice president, technology, NetVision. "Everything pertaining to customer service is of exceptional importance to NetVision because continuing commitment to excellence in service is a core focus of our operations."

"By implementing Nortel's advanced and cost-effective solution, NetVision is not only gaining flexibility for increased organizational efficiency, it is also better equipped to add new features as its business requires," said Sorin Lupu, president, Israel, Poland and South Eastern Europe Region, Nortel.

The Nortel Contact Centre solution integrates with the Nortel Contact Centre Manager and the Nortel Communication Server 1000M platform to allow customer service agents to build on NetVision's initiative to offer specially tailored services designed to meet each customer's unique requirements. Implementation of the enhanced call centre was completed by Nortel channel partner GlobCall and in cooperation with Aspire A.S., a developer and integrator for Nortel.

Nortel has also upgraded NetVision's existing telephony system based on the Nortel Communication Server 1000 solution, demonstrating the continued success of the relationship between the two companies.

"Implementation of the project -- one of the largest and most sophisticated in the country -- illustrates the successful, ongoing cooperation between the companies," said Erez Aharoni, vice president, sales and business development, GlobCall. "The current deployment joins a series of similar projects recently performed by GlobCall using Nortel solutions."

The new system provided by Nortel enables NetVision to define the parameters needed to promote smooth operation of the call centre, such as real-time prioritization and call routing based on agent proficiency, subscriber identification, workforce dynamics and more. The system is also designed to provide instant account histories via pop-up screens. In addition, this solution can offer insight as to the quality of service and level of performance.

The contact centre solution also includes Nortel CallPilot, a unified messaging application for businesses that combines voice mail, e-mail and fax messages into a single mailbox accessible by phone or any browser-enabled PC; and Nortel Telephony Manager, an advanced management application that provides an integrated suite of management tools for configuration, control, and analysis.

Aspire implemented the SFDA PRO solution to provide full integration between Nortel's CTI platform and NetVision's databases and software via Web services, and the DialTone Dialer.

About NetVision

NetVision Ltd. is Israel's veteran and most experienced provider of comprehensive Internet and enterprise solutions for both the consumer and business sectors. The company provides its hundreds of thousands of consumer and enterprise customers -- including small-medium businesses and large organizations -- with a variety of service packages, such as international calling services, intended to provide subscribers with an enhanced, efficient and convenient experience. NetVision is the owner of the Nana portal (www.nana.co.il), the e-commerce website NetAction (www.netaction.co.il) and subsidiary NetVision Internet Applications, a developer of Internet applications for the financial sector. NetVision is traded publicly on the Tel Aviv Stock Exchange (NTSN).

About GlobCall

Globcall currently operates communications centres and provides communications services in over 100 business centres and industrial parks. Globcall markets and operates various communications services: domestic and international calls, voicemail systems, unified messaging systems, broadband Internet services in cooperation with NetVision and Barak, data communications services in cooperation with Omnitech and Harel Computers and more.

About Aspire

Aspire Advanced Solutions is a software house, specializing in solutions for the Contact Centre sector. As a developer for Nortel and a business partner of Oracle, Aspire implements whole solutions from the database and CRM level, through the CTI and IVR interfaces, and up to complete C.C. projects. Aspire has been implementing Nortel's C.C. solutions in Israel for the past two years.

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.

Certain information included in this press release is forward-looking and is subject to important risks and uncertainties. The results or events predicted in these statements may differ materially from actual results or events.

Factors which could cause results or events to differ from current expectations include, among other things: the outcome of regulatory and criminal investigations and civil litigation actions related to Nortel's restatements and the impact any resulting legal judgments, settlements, penalties and expenses could have on Nortel's results of operations, financial condition and liquidity, and any related potential dilution of Nortel's common shares; the findings of Nortel's independent review and implementation of recommended remedial measures; the outcome of the independent review with respect to revenues for specific identified transactions, which review will have a particular emphasis on the underlying conduct that led to the initial recognition of these revenues; the restatement or revisions of Nortel's previously announced or filed financial results and resulting negative publicity; the existence of material weaknesses in Nortel's internal control over financial reporting and the conclusion of Nortel's management and independent auditor that Nortel's internal control over financial reporting is ineffective, which could continue to impact Nortel's ability to report its results of operations and financial condition accurately and in a timely manner; the impact of Nortel's and NNL's failure to timely file their financial statements and related periodic reports, including Nortel's inability to access its shelf registration statement filed with the United States Securities and Exchange Commission (SEC); ongoing SEC reviews, which may result in changes to Nortel's and NNL's public filings; the impact of management changes, including the termination for cause of Nortel's former CEO, CFO and Controller in April 2004; the sufficiency of Nortel's restructuring activities, including the work plan announced on August 19, 2004 as updated on September 30, 2004 and December 14, 2004, including the potential for higher actual costs to be incurred in connection with restructuring actions compared to the estimated costs of such actions;

cautious or reduced spending by Nortel's customers; increased consolidation among Nortel's customers and the loss of customers in certain markets; fluctuations in Nortel's operating results and general industry, economic and market conditions and growth rates; fluctuations in Nortel's cash flow, level of outstanding debt and current debt ratings; Nortel's monitoring of the capital markets for opportunities to improve its capital structure and financial flexibility; Nortel's ability to recruit and retain qualified employees; the use of cash collateral to support Nortel's normal course business activities; the dependence on Nortel's subsidiaries for funding; the impact of Nortel's defined benefit plans and deferred tax assets on results of operations and Nortel's cash flow; the adverse resolution of class actions, litigation in the ordinary course of business, intellectual property disputes and similar matters; Nortel's dependence on new product development and its ability to predict market demand for particular products; Nortel's ability to integrate the operations and technologies of acquired businesses in an effective manner; the impact of rapid technological and market change; the impact of price and product competition; barriers to international growth and global economic conditions, particularly in emerging markets and including interest rate and currency exchange rate fluctuations; the impact of rationalization and consolidation in the telecommunications industry; changes in regulation of the Internet; the impact of the credit risks of Nortel's customers and the impact of customer financing and commitments; stock market volatility generally and as a result of acceleration of the settlement date of Nortel's forward purchase contracts; negative developments associated with Nortel's supply contracts and contract manufacturing agreements, including as a result of using a sole supplier for a key component of certain optical networks solutions; the impact of Nortel's supply and outsourcing contracts that contain delivery and installation provisions, which, if not met, could result in the payment of substantial penalties or liquidated damages; any undetected product defects, errors or failures; and the future success of Nortel's strategic alliances.

For additional information with respect to certain of these and other factors, see the most recent Annual Report on Form 10-K and Quarterly Report on Form 10-Q filed by Nortel with the SEC. Unless otherwise required by applicable securities laws, Nortel disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Nortel, the Nortel logo, the Globemark, and CallPilot are trademarks of Nortel Networks.

Use of the terms "partner" and "partnership" does not imply a legal partnership between Nortel and any other party.

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