Business
Brasil Center Continues to Expand its Contact Centers with Nortel Solutions
Brasil Center Continues to Expand its Contact Centers with Nortel Solutions.
About this update from Newterra Resources, Inc.
[{"type":"text","content":"\n\n\n\n\nSoftware and Hardware Updates Increase Service Capacity by 20 Percent\n\nSAO PAULO, Oct. 4 /CNW/ - Brasil Center, an Embratel Group company, has\nexpanded the capabilities of its contact center services for customers in Rio\nde Janeiro with Nortel(x) (NYSE/TSX: NT) call center solutions. The software and\nhardware upgrade will support the company's plans to grow its customer base\nand ensure quality customer service.\nThe new solutions, deployed by Wittel, a Nortel channel partner, enables\nBrasil Center to cost-effectively expand its outsourcing contact center\nservices by creating 200 new agent positions, as well as 600 new telephone\nlines by the end of this year. This growth will increase the center's service\ncapacity by 20 percent to 1,100 agent positions, and a total of 3,600\navailable lines.\nWith this upgrade, Brasil Center will be able to meet customers' requests\nfaster and more efficiently. All inbound calls will be immediately routed to\nthe most appropriate agent using Nortel's Skill Based Routing (SBR)\ntechnology. The call center will also have the flexibility to expand its\ncapabilities quickly, in order to meet increasing customer demand without\nmajor costs for additional network upgrades.\n\"This most recent expansion carried out with Nortel will enable Brasil\nCenter to integrate our site in Rio de Janeiro with our others in Brazil. It\nnot only increases our total call and agent capacity but enhances our\nautomatic response system, to effectively handle increased calls to the center\nwhile reducing wait times through fast call routing,\" said Luciano Carino,\ncommercial director, Brasil Center.\nBrasil Center first deployed Nortel solutions at the Rio de Janeiro site\nin 2000 and last year upgraded to increase capacity from 400 to 900 agent\npositions. Brasil Center currently handles customers such as Claro, NET,\nTelmex, Vesper and Rio Grande Energia S.A. at its five different locations in\nthe states of Sao Paulo, Rio de Janeiro, Goias, Espirito Santo and Minas\nGerais.\n\"Nortel is providing Brasil Center with innovative technology and\ncompetitively priced call center upgrades to meet demand for increased\nflexibility, productivity and efficiency. These technologies are essential to\nmaintain and expand the company's service model,\" said Juan Chico, president,\nNortel Brazil.\nBrasil Center'...