OTC Bulletin Board : NRTLQ


March 25, 2009 06:00 ET

Nortel Transforms Customer Care With New Contact Center Solutions for Enterprises

Business Processes Blend with Communications to Boost Revenue, Decrease Costs and Enhance Customer Satisfaction

OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a host of new contact center products and services arming today's businesses with the most advanced capabilities available. Heading up the new offering is Contact Center 7.0 followed by enhancements to Nortel's interactive voice response solution, the Interactive Communications Portal (ICP) and added functionality to the company's Agile Communication Environment (ACE) platform.

Highly resilient and redundant, Contact Center 7.0 is a native SIP-based solution with tightly integrated unified communications (UC) capabilities and hundreds of new features, including integration with Microsoft Office Communications Server (OCS) 2007. As a Microsoft Gold Certified Partner, Nortel is recognized for demonstrating the highest level of competency and expertise in designing, integrating, and supporting Microsoft technologies.

"Nortel is doing innovative things in the customer contact market and their approach for making it simple to blend applications with business processes is right on the mark," said Steve Lemak, vice president of IT, excelleRx, a Nortel contact center customer and provider of medication management for the hospice market. "They understand what needs to be done to help businesses like ours reduce costs and speed our ability to better serve our customers."

"These announcements underscore Nortel's focus on delivering superior customer care solutions that not only simplify business process and application integration but also highlight Nortel's continued commitment to bring leading edge capabilities to our customers," said Ravi Chauhan, general manager, Communications Enabled Business Solutions, Nortel.

Key features of Contact Center 7.0 include:

- Open Interfaces - In addition to the openness delivered by SIP, Contact Center 7.0 provides open Application Programming Interfaces using a Services Oriented Architecture (SOA), which enables integration of the contact center into a company's business applications and processes. With web service interfaces for queuing, Computer Telephony Integration (CTI), and database integration, a business can automate workflow between front and back office applications to remove tedious manual processes.

- UC in the Contact Center - With Contact Center 7.0 and Microsoft OCS integration, it is easy for customers to interact with a business using various modes of communication. This unique integration provides a single, unified agent desktop interface for inbound/outbound voice, email, web chat, and instant messaging. For example, Contact Center 7.0 can intelligently route customer contacts to available agents using SIP-based presence. Agents can also use presence to quickly determine which of their experts is available to help with a customer request, enabling first contact resolution.

- Predictive Outbound Dialing - Typically provided as a separate application, Nortel has fully integrated this technology within Contact Center 7.0 to improve the efficiency of agents by allowing the system to intelligently predict when an agent will become available and place an outbound call to coincide with their availability. And, because it is integrated with Contact Center 7.0, reporting and management are seamless.

- Service Creation Environment (SCE) - Contact Center 7.0 also features a graphical 'drag and drop' tool that takes the work out of contact center and self-service workflow creation. With SCE, the workflow orchestration between different applications is simplified using open, web services interfaces, which reduces the cost and speed of deployment. Nortel estimates use of this tool to be five times faster than traditional workflow creation methods.

- Services - Contact Center 7.0 solution is complemented by an enhanced set of new services spanning all aspects of contact center operations. These include: Consulting and Design; Development and Customization; Implementation and Integration; Manage and Maintenance; and Optimization services.

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In addition to the Contact Center 7.0 solution, Nortel is also making improvements to its ICP offering with Feature Pack 1. Enhancements include outbound detection for discerning between a person and an answering machine; co-residence of the Nuance speech server, eliminating the need for a separate server; and extension of SIP CTI interworking to support Avaya AES.

"To call a new product next-gen has become cliche, but Nortel has truly put its Interactive Communications Portal in a class by itself in terms of innovative design, openness, interoperability standards support and ease-of-use," said Joe Outlaw, principal contact center analyst, Frost & Sullivan. "Long-time market leader Nortel demonstrates with ICP, it is committed to bringing leading solutions to the market."

Nortel also continues to pursue an open application environment adding the following functionality as part of ACE Release 1.2:

- Increased support of Microsoft OCS 2007 for enhanced presence capabilities (e.g. telephony presence) across heterogeneous PBX environments;

- Integration with IBM Lotus Sametime Client 8.0.1 for click to conference and enhanced presence capabilities;

- And, services for application customization, prototyping, and custom application development.

"More and more businesses are discovering that having the ability to automate services and processes, while having multiple channels of communication available, can improve efficiencies, lower operating costs, and build customer loyalty," said Joel Hackney, president, Enterprise Solutions, Nortel. "UC-enablement is clearly the path forward and we've provided a simple roadway for our customers to reach this goal."

With Nortel contact centers handling more than 200 million calls a day, the company offers the broadest application portfolio, including contact center, self-service, advanced speech, and workforce optimization solutions. It also adheres to an open, vendor-agnostic approach that allows for simple integration of the UC experience across applications and devices complemented by a rich services practice that can customize solutions based on a customer's unique business needs.

About Nortel

Nortel is a recognized leader in delivering 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. Nortel does business in more than 150 countries around the world. For more information, visit Nortel on the Web at For the latest Nortel news, visit

Certain statements in this press release may contain words such as "could", "expects", "may", "anticipates", "believes", "intends", "estimates", "targets", "envisions", "seeks" and other similar language and are considered forward-looking statements or information under applicable securities legislation. These statements are based on Nortel's current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which Nortel operates. These statements are subject to important assumptions, risks and uncertainties, which are difficult to predict and the actual outcome may be materially different from those contemplated in forward-looking statements. For additional information with respect to certain of these and other factors, see Nortel's Annual Report on Form10-K, Quarterly Reports on Form 10-Q and other securities filings 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.

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

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