Aliant Selects Customer Contact Solution from Nortel Networks

RESEARCH TRIANGLE PARK, N.C - Aliant, has selected Internet Protocol customer contact solutions from Nortel Networks [NYSE/TSX: NT] to optimize its current contact center infrastructure.

Nortel Networks will assist Aliant in delivering a consistent service across products and customer touch points by providing increased flexibility, ease of management, improved call routing and enhanced reporting. Nortel Networks will bridge IP and TDM-based telephony networks and allow contact center agents remote office capabilities to respond to customer questions no matter where the agent is located.

"After going through an extensive RFP process that included stringent requirements, we found Nortel Networks Symposium* Contact Center solution would exceed our expectations," said Wendy Paquette, senior vice president, customer service, Aliant. "We needed a solution that could provide skill-based routing, e-mail, chat and a host of collaboration applications."

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