Nortel and Witness Systems Partner; Nortel Introduces 'Expert Anywhere' Contact Solution

TORONTO - Nortel has teamed with Witness Systems to deliver improved capabilities to Nortel's contact center solution.

"The strategic OEM relationship between Nortel and Witness Systems blends leading contact center communications technologies with advanced contact recording and quality monitoring products to create an integrated solution delivering world-class performance optimization capabilities," said Blair Pleasant, president and principal analyst, COMMfusion, a market research firm.

The new Nortel Contact Recording and Nortel Quality Monitoring suite jointly developed with Witness Systems allows more information to be captured for each customer. The new suite can be deployed independently or with the Nortel Contact Center solution, and provides recording and archiving of all calls to help customers with regulatory compliance.

Nortel Introduces 'Expert Anywhere' Contact Solution

SANTA CLARA, Calif. - Nortel introduced its 'Expert Anywhere' Contact Solution, powered by the Nortel Application Center, a SIP-based integrated suite of multimedia applications, allows businesses to direct customer calls to an agent or knowledge worker, regardless of location or function - working in the main contact center, teleworking at home, in a branch office, or even in a retail store.

"Our success is predicated on fast, efficient service that provides the best customer experience possible," said Jim Bradley, telecom and network services director, Palm Coast Data. "The ability to put the right agents in touch with customers that require their specific skills and expertise, regardless of where our agents are located, provides significant competitive differentiation and serves our business case very well. It also allows us to bring agents on-line at times of peak business as needed, providing flexibility and just-in-time staffing capabilities."

Nortel's Contact Center 6.0, a key component of the Expert Anywhere Contact solutions, is a SIP-based multimedia contact center. Nortel's existing IP contact center solutions have already been adopted by a range of customers, including PC Connection, Aliant, BT, BellSouth and the City of Richardson, Texas.

"Contact center agents only have a brief opportunity to exceed service expectations and delight their customer," said Donna Fluss, principal, DMG Consulting. "Nortel's Expert Anywhere solution enables agents to access company experts in real-time, wherever they may be. By leveraging Nortel's SIP-enabled solution, end-users can improve service quality and customer satisfaction. Enterprises that extend the value of their contact center beyond traditional boundaries will have a strategic advantage."