Business
Nortel Launches New SIP Contact Center Capabilities to Add New Dimensions to Customer Service Communications
Nortel Launches New SIP Contact Center Capabilities to Add New Dimensions to Customer Service Communications.
About this update from Newterra Resources, Inc.
[{"type":"text","content":"\n\n\n\nVideo, Voice, IM in One Customer Session\n\n\nTORONTO, Dec. 5 /CNW/ - Nortel(x) (NYSE/TSX: NT) today announced new\ncapabilities for its SIP Contact Center 6.0 solution that adds new dimensions\nto customer service through a versatile range of communication choices.\n\n\nCustomers benefit from capabilities that will let them interact with\nagents via video or start a call with one means of communication then change\nto another within the same session. If a customer is waiting for agent\nassistance, information relevant to their inquiry can be pushed to them\nthrough web pages.\n\n\n\"Nortel's SIP Contact Center solution creates a breakthrough consumer\nexperience by providing customers a range of methods through which they can\nreceive support,\" said Dave Murashige, general manager, Multimedia\nApplications, Nortel. \"It helps businesses drive ongoing competitive advantage\nby offering customers a multi-modal approach such as starting a call with\nvoice, moving to video and using Instant Messaging at the same time. What once\nwould have taken multiple sessions can now be done in one.\"\n\n\nNortel's SIP Contact Center 6.0 helps customers get information faster\nwhen they access the contact center via the company's web site because they\nare automatically pushed a web page that references the information they need\nwhile they wait for an available agent. Also, once they are speaking with an\nagent, expert advice is not limited to one agent. A virtual team of knowledge\nexperts can collaborate via phone, web, email, chat, IM, or video.\n\n\nCompanies such as Vantis Credit Union, a financial company based in\nWinnipeg and serving 22,000 members, are already using the Nortel SIP Contact\nCenter solution to improve customer service and employee productivity.\n\n\n\"As a result of Nortel's SIP-based solution, we are restructuring our\ninternal processes for easy retrieval access of our member files to provide\nexcellent service at any time, all while reducing our cost base,\" said Michel\nAudette, President and CEO, Vantis Credit Union. \"It is about bringing in new\ntools, that can be deployed easily, and ultimately help us better communicate\nwith our members.\"\n\n\nThe Nortel Contact Center uses industry-standard SIP interfaces,\nsimplifying solution deployment and enabling true integration with a\nmultivendor SIP archite...