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Nortel CVAS Strengthens Service Provider Business Offer with Carrier-Hosted Call Center Solutions That Provide More Efficient Customer Service Systems

CHICAGO, ILLINOIS–(Marketwire – Oct. 21, 2009) – Businesses of all sizes can improve customer service, reduce operation costs and ensure business continuity thanks to the latest investments in carrier-hosted call center innovations unveiled by Nortel(1) (OTCBB:NRTLQ) Carrier VoIP and Application Solutions (CVAS) at the Supercomm(2) tradeshow booth (#2120) this week in Chicago.

Nortel CVAS’s IP Powered Business voice and multimedia solution provides powerful carrier-hosted business line solutions with advanced voice and multimedia, unified communications, web meetings and mobility service. The new hosted call center features integrate call center services that can be delivered to business over IP or support a mix of IP and legacy equipment. The new features offer a number of benefits to service providers, including increased revenue potential, customer loyalty and satisfaction; and the ability to offer “one-stop-shopping” bundled services to their business subscribers.

Nortel’s carrier-hosted call center solutions build on Nortel’s industry leadership in the customer contact space and help decrease business expenses because they eliminate the need for hiring or replacing high-priced IT expertise. They also provide business continuity in the event of site disasters or an epidemic because the call center capabilities can be moved quickly and customer service agents can work from any location.

“Nortel’s CVAS IP Powered Business solution has all the elements service providers need to expand and strengthen their offer to business subscribers,” said Samih Elhage, president, CVAS, Nortel. “Nortel is an established leader in customer care solutions and our latest carrier-hosted call center solution is just one example of how we are investing in the future and creating new market opportunities for our service provider customers by empowering them to solve some of the business challenges of today’s customer service and call center environments.”

Nortel’s carrier-hosted call center solution is a hybrid and all-IP solution that equips service providers to eliminate their business customer’s needs for complex onsite customer premise equipment (CPE). With Nortel’s carrier-hosted solution, service providers will be able to offer advanced Call Center features to small and medium-size businesses that they previously could not afford. Service providers can also help large businesses cut costs by outsourcing the Call Center communications equipment and buying the communications as a service from their service provider.

According to Donna Fluss, President of DMG Consulting, the hosted contact center infrastructure market will grow by 30 percent, 35 percent, and 20 percent each year from 2009 to 2011 respectively, as cited in DMG’s annual Hosted Contact Center Infrastructure Market Report, released in September, 2009.

Nortel’s carrier-hosted call center solution can be set up quickly, requires minimal capital investment, and provides business continuity by allowing agents to operate from any location. The solution equips service providers to offer:

– SIP-based ACD capability that helps to improve customer service and response rate by allowing businesses to rapidly distribute calls to the most appropriate agent, based skills and availability. Businesses can examine agent success and response rate and make adjustments as needed.

– SIP Hunt Groups that allow businesses to ensure that important calls do not go unanswered because the system automatically hunts around for an available agent.

– SIP Attendant Console which allows a call center attendant to answer and transfer calls using simple “drag and drop” buttons on their call center console.

Nortel’s new carrier-hosted call center capabilities are available today. Nortel Call Center features are deployed globally with carriers like BT, Optus and Bell Aliant. Nortel has been a leader in the customer contact center market for more than 30 years offering scalability and reliability in contact center, self-service, advanced speech, and workforce optimization solutions.

For more information on Nortel at Supercomm, visit www.nortel.com/events.

Nortel has shipped more than 115 million Carrier VoIP and Multimedia ports to more than 350 wireline and wireless carriers globally. According to Infonetics Research’s recent report, Service Provider VoIP Equipment and Subscribers Market Share, Size, and Forecasts – 2Q09, Nortel kept its global leadership position for carrier softswitches with 30.2 percent market share. Furthermore, according to Infonetics, during the second quarter of 2009, Nortel kept its position as the dominant softswitch supplier in both North America and EMEA. According to Dell’Oro, Nortel has consistently been ranked as the #1 Global Carrier VoIP and Softswitch leader since 2002. Nortel CVAS has customer deployments in all continents with leading carriers and provides VoIP solutions to two thirds of IDC’s worldwide listing of top 20 carriers (by revenue).

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 www.nortel.com. For the latest Nortel news, visit www.nortel.com/news.

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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A video tutorial demonstrating how to take phone calls with the Telax Call Center Agent.
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For a free demo, visit www.telax.com Customer service is mission critical to your business. Don’t risk misrepresentation by letting outside agencies handle your calls, let Telax handle the technology! No more hardware means no more headaches. Having your own agents has never been easier! Please visit our website at www.telax.com

Illustrating the differences between setting up a contact center. The old way, purchasing hardware and installing on your premises versus the new way, deploying hosted call center technology thats based on the cloud-computing model.

Hosted Call Center Solutions

With the advance in technology, call center industry is also experiencing a new shift from premise based solutions to hosted call center solutions. Call center technology is changing rapidly leading way to replace on premise call center equipment to hosted call center solution. All the call center equipment that was installed in call centers is being replaced by agent desktops and internet cables. In essence the definition of call center equipment has been cut down to agent pcs and internet access. This shift in the nature of call center equipment came with shift in call center technology because of newly and disruptive hosted call center solutions available today in the market.

Call center technology these days is primary focusing on hosted call center equipment. So, companies providing hosted call center solutions are hosting the call center equipment for the call centers. This is a result of the change in the way internet is being used by businesses as key part of their operations. With the advent of broadband internet available easily and at affordable prices, these call center can now have the benefit of hosted call center solutions.
The hosted call center solutions are also known as VoIP contact center solutions and hence VoIP call centers. The hosted call center solutions are mainly based on VoIP technology platform that has evolved over time as a wonderful technology with benefits like:

1. On demand call center set up
2. Instant set ups for any size of call centers
3. Call centers can be set up anywhere in the world.

The VoIP contact center software, also called telemarketing phone runs on the pc of the agents making them enable to make and receive calls. These telemarketing phones are pieces of software running on the pcs but controlled by the solution providers over the internet. Telemarketing phone on pc uses internet to access any resources sitting on the solution provider’s premise. These resources could be the leads that are being called or the telecom infrastructure required to terminate calls. VoIP contact center solutions are mostly used for telemarketing calls and hence given the name telemarketing phone. Telemarketers can be sitting anywhere in the world just with their pcs and internet connection. Telemarketing phone does the dialing and gives the connected calls to the agent. On their pcs, they might see few other components of VoIP call center solutions like a CRM pop up or a survey form that they fill while on calls with customers. These telemarketing phones have all the advanced features like presence, call rescheduling, transfer and conference to and among other agents from the same campaign. The distributed architecture allows these agents from same campaign to work from home and still be a part of a virtual call center and enajoy the benefits of on premise working with a group of agents from same campaigns. They can use telemarketing dialer to communicate with other agents via chat, phone, transfer, conference etc. The call center supervisor can also use telemarketing phone to Bargain to different agents.

Comparing reliabilities between two call center technologies: having hardware on your own premises requiring you to manage the call center technology yourself, or, subscribing to a Hosted Call Center solution, where the technology is managed for you.
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For a free demo, visit www.telax.com Capture some astounding benefits in cloud computing with Telax Hosted Call Center, a solution that’s remarkably simple and utterly flexible! Your agents can learn to use the applet in under 20 minutes and can log in from anywhere! There’s no more hardware which means no more headaches and a cap on boundless maintenance costs. With Telax you secure peace of mind that’s gained by cost certainty and a partner that is 100% accountable. For more information please visit our website at www.telax.com