September 20, 2005 09:00 ET

Nortel Introduces 'Expert Anywhere' Contact Solution, Enabling Access to Anytime, Anywhere Expertise

SANTA CLARA, Calif.--(CCNMatthews - Sep 20, 2005) -

New Contact Center Solution Taps Expertise Across an Organization 'One Click Away' to Help Improve Customer Satisfaction

Nortel (NYSE:NT)(TSX:NT) today introduced its innovative 'Expert Anywhere' Contact Solution, making it possible for companies to tap experts across an organization, expanding the pool of customer service agents without the high cost of maintaining centralized and regional contact centers or setting up expert knowledge workers as formal contact center agents.

Nortel's Expert Anywhere Contact solution, powered by the Nortel Application Center, a SIP-based integrated suite of multimedia applications, allows businesses to direct customer calls to the most appropriate agent or knowledge worker, regardless of location or function -- working in the main contact center, teleworking at home, in a branch office, or even in a retail store. Wherever specialized resources reside in a company, Expert Anywhere can link that expertise into the contact center enabling single call resolution and delivering a new level of customer service.

"Our success is predicated on fast, efficient service that provides the best customer experience possible," said Jim Bradley, telecom and network services director, Palm Coast Data. "The ability to put the right agents in touch with customers that require their specific skills and expertise, regardless of where our agents are located, provides significant competitive differentiation and serves our business case very well. It also allows us to bring agents on-line at times of peak business as needed, providing flexibility and just-in-time staffing capabilities."

"Customers today have a broad spectrum of communication channels to choose from when they interact with a company," said Malcolm Collins, president, Enterprise Networks, Nortel. "To remain competitive, organizations are challenged to raise service levels by being more responsive, accessible, intuitive and adaptive to customer needs with the staff and resources they have available to them. Nortel is helping customers achieve this new level of customer service with innovative solutions that break down the barriers of distance and distributed work environments."

Nortel's Contact Center 6.0, a key component of the Expert Anywhere Contact solutions ( 0&catId=-9275&prod_id=9381&locale=en-US), is a next generation SIP-based multimedia contact center. This solution offers a single architecture that enables managers to quickly adapt any contact center to meet diverse customer needs and accelerates customer resolution, often in a single transaction. Nortel's existing IP contact center solutions ( 0&catId=-9190&prod_id=9381&locale=en-US) have already been adopted by a wide range of customers, including PC Connection, Aliant, BT, BellSouth and the City of Richardson, Texas. (Due to their length, the above URLs may need to be copied/pasted into your Internet browser's address field. Remove the extra space if one exists.)

"Contact center agents only have a brief opportunity to exceed service expectations and delight their customer," said Donna Fluss, principal, DMG Consulting. "Nortel's Expert Anywhere solution enables agents to access company experts in real-time, wherever they may be. By leveraging Nortel's SIP-enabled solution, end-users can improve service quality and customer satisfaction. Enterprises that extend the value of their contact center beyond traditional boundaries will have a strategic advantage."

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 For the latest Nortel news, visit

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 and the Globemark are trademarks of Nortel Networks.

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