Nortel Helps Enterprises Boost Contact Center Performance, Improve Customer Service
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Contact Recording, Quality Monitoring Solutions Empower Communication Services
TORONTO, Sept. 13 /--Nortel(NYSE/TSX: NT) is empowering enterprises to boost contact center performance and provide superior customer service with the availability of Nortel Contact Recording and Nortel Quality Monitoring solutions.
Three Nortel customers - Communication Services for the Deaf, Inc. (South Dakota), Lansforsakringer AB (LFAB) (Sweden) and Northern Tool + Equipment (Minnesota) - are using Nortel Contact Recording and Nortel Quality Monitoring to provide faster, more effective responses to customer needs and track and leverage best practices across their service organizations.
The Nortel Contact Recording and Nortel Quality Monitoring suite, developed with Witness Systems, allows businesses to record and monitor all customer interactions so that more information can be captured for each customer. This helps businesses reduce costs and drive differentiation by assuring that customer interactions maximize revenue, increase customer loyalty, obtain valuable intelligence and capture best customer service practices and competitive insight.
The new products can be deployed independently or with the Nortel Contact Center solution and provide recording and archiving of all contacts to help customers with regulatory compliance. This is particularly important in the financial sector, for example, to quickly confirm that trades and transactions are executed accurately.
Lansforsakringer AB, an insurance customer with more than 6,000 employees, is using Nortel Contact Recording to log contact center and staff calls for compliance when giving financial advice to customers. Call recording is also being employed to capture potential threats to damage control officers who inspect damages and settle financial issues with clients.
"As an insurance company, we need to ensure financial compliance throughout our operations," said Alf Kjeller, telecom manager, Lansforsakringer AB. "Nortel Contact Recording helps us achieve that goal, as well as capture potential fraud attempts or threats to our insurance policy. This endorses our overall credibility in the marketplace and increases the confidence of our customers."
Communication Services for the Deaf handles customer service calls and technical help for deaf, hard-to-hear and the general customer base on behalf of large communications service providers. The company is using Contact Recording and Nortel Quality Monitoring to log all calls and measure customer service quality for contractual compliance.
"The contact recording and quality monitoring solution is easy to use. It is completely intuitive and extremely powerful in terms of data capturing and call recording," said Sonja Borchardt, senior manager, Business Technology, Communication Services for the Deaf. "Nortel was the only vendor that enabled IP telephony on the agent side without us having to give up any of our legacy quality programs."
The Nortel Contact Recording and Nortel Quality Monitoring suite protects customers' existing investments by capturing interactions in either IP or traditional telephony environments. The suite is also controlled and administered through a single user interface across an entire enterprise.
Northern Tool + Equipment, a multi-channel retailer of high quality tool and equipment products, is applying the new Nortel solutions to standardize quality monitoring throughout its contact centers. This allows Northern Tool + Equipment to improve quality and productivity by strategically sampling agent performance based on skill sets, as well as record agents' screen activity for data accuracy.
"The system from Nortel embraces a customer-based environment, which is the foundation of the Northern Tool business. The more we can learn about what our customers want and need, the better we can serve them," said Chris Erath, director, Customer Contact Centers, Northern Tool + Equipment. "With Nortel Quality Monitoring, we can now measure and manage the quality of all our agents and ensure an optimum level of customer service."
Nortel has deployed more than 60,000 contact centers and 8,000 self-service solutions worldwide in the last five years. Nortel contact center solutions support an estimated four million agents handling 200 million calls per day worldwide. The Nortel self-service portfolio encompasses an advanced suite of scalable self-service platforms to meet the requirements of customers of all sizes - small businesses, large enterprises and service providers. Nortel's complete, turnkey solutions include a VXML certified IVR portfolio, graphical user interface (GUI) tools, speech technology, and network services. Nortel has designed and deployed over 200 applications in more than 16 countries, according to Frost and Sullivan market research.
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. Our next-generation technologies, for both service providers and enterprises, span access and core networks, support multimedia and business-critical applications, and help eliminate today's barriers to efficiency, speed and performance by simplifying networks and connecting people with information. 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 nortel.com/news.
Source: Nortel
CONTACT:
Christie Blake
Tel: 978-288-8439
Email: christbl@nortel.com
Angelika Kempf
Tel: +44 1628 437340
Email: angelika.kempf@nortel.com
