Brasil Center Continues to Expand Its Contact Centers with Nortel Solutions

SAO PAULO - Brasil Center, an Embratel Group company, has expanded the capabilities of its contact center services for customers in Rio de Janeiro with Nortel call center solutions.

The new solutions, deployed by Wittel, a Nortel channel partner, enables Brasil Center to expand its outsourcing contact center services by creating 200 new agent positions, as well as 600 new telephone lines by the end of this year. This growth will increase the center's service capacity by 20 percent to 1,100 agent positions, and a total of 3,600 available lines.

With this upgrade, all inbound calls will be routed to the appropriate agent using Nortel's Skill Based Routing (SBR) technology. The call center will also have the ability to expand its capabilities.

"This most recent expansion carried out with Nortel will enable Brasil Center to integrate our site in Rio de Janeiro with our others in Brazil. It not only increases our total call and agent capacity but enhances our automatic response system, to effectively handle increased calls to the center while reducing wait times through fast call routing," said Luciano Carino, commercial director, Brasil Center.

Brasil Center first deployed Nortel solutions at the Rio de Janeiro site in 2000 and last year upgraded to increase capacity from 400 to 900 agent positions. Brasil Center currently handles customers such as Claro, NET, Telmex, Vesper and Rio Grande Energia S.A. at its five different locations in the states of São Paulo, Rio de Janeiro, Goias, Espirito Santo and Minas Gerais.

Brasil Center's new network includes Nortel's Communication Server 1000 (CS1000M) and Nortel Contact Center platform.