Customer Contact Solutions

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Nortel Customer Contact Solutions, one of the industry's broadest customer service portfolios, enables enterprises to engage with customers in new ways, helping businesses achieve greater customer loyalty and outstanding competitive advantage. The collaborative qualities of Web 2.0 are creating an opportunity for businesses to deliver a unique customer experience, resulting in tangible business benefits. We call this Customer Experience 2.0 -- the ability to create the most compelling customer experience through technology and the power of the Internet. Nortel is transforming business communications with solutions that orchestrate the powerful benefits of the Nortel Contact Center, Self-Service, Unified Messaging, Multimedia Conferencing, and Expert Anywhere solutions. This extensive portfolio provides the ability for customers to do business with you consistently and seamlessly -- anywhere, anytime, and on any device.

Why do I need it?

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No longer is the contact center just a call center where phone orders are taken or technical support given. It is a complex entity that serves many purposes: from integrated sales across entire product portfolios, to customer service across all stages of a customer's lifecycle. Evolving technology and customer demands mean that today's contact center is the business' key differentiator -- it's the "front door" -- and must offer responsive, personalized service on the customer's terms.

By leveraging the contact center to achieve a unique business differential, enterprises build stronger bonds with customers, enhancing loyalty and reducing churn. Contact centers today can offer a richer customer experience, more cost-effectively than ever before. Integrating voice, e-mail and web as well as the latest technologies such as Session Initiation Protocol (SIP) which delivers an open platform environment.

How do I do it?

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Nortel's Customer Contact Solutions are comprised of a full portfolio to help you engage with your customers to deliver a new level of customer service. This solution set consists of Contact Center, Speech and Self-Service, Unified Messaging and Expert Anywhere Solutions. This extensive portfolio provides the means for customers to do business with you consistently and seamlessly -- anywhere, anyway, and anytime.

The Contact Center Portfolio has a variety of contact center types that can be created to fit your business needs: IP Contact Centers, Multimedia Contact Centers, SIP Contact Centers, Virtual Contact Centers and Voice Contact Centers. Nortel provides the opportunity to better incorporate customer relationship strategies into your company's overall operations with tools to manage and understand customer interactions more powerfully. We understand the forces at work shaping the role of the contact center:

To improve customer retention and loyalty - Customer satisfaction is improved by making the contact center more responsive and interactive.
To ensure agility - To stay competitive, contact centers must be more flexible and dynamic, responding to changing levels of traffic, instantly. This can be achieved by balancing call loads across geographies and extending hours of service through use of multiple contact centers.
To reduce costs - The contact center is a significant business expense. To ensure efficiency and maximize the return to the business, it must be operating as close to capacity as possible.

What do I need?

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Contact Center Solutions is comprised of a variety of contact center types that can be created to fit your business needs:

IP Contact Centers give you power, flexibility and geographic independence by using your IP network to support agents and managers almost anywhere -- allowing you to utilize open, standard interfaces between software components of your contact center.
Multimedia Contact Centers combine all types of communication into a single, powerful system, enabling you to provide consistent service regardless of the way customers and suppliers choose to deal with your organization -- through voice, email, text chat or Web.
Multimedia Conferencing is Nortel's premium SIP-based, reservation-less audio and video conferencing solution, which provides you with an in-house solution that is seamlessly integrated within your communications network.
SIP Contact Centers provide powerful presence capabilities and universal treatments of multimedia communications that can be tailored to specific business dynamics in real-time.
Virtual Contact Centers feature powerful virtual application capabilities which can scale from small departmental functions to large, global networks as agents may be dispersed among many contact center locations, remote offices, or working at home.
Voice Contact Centers employ powerful network skill-based routing to assure rapid assignment of voice contacts to the most skilled agent -- locally or anywhere in a networked application -- and can use existing TDM infrastructure and/or IP telephone sets or softphones.
Self-Service products can help you make your business accessible to customers 24 hours a day, seven days a week. Our portfolio is comprised of complete, turnkey Self-Service Platforms, Speech Technology, and Multimedia Applications Audio Services. Supporting both wireline and wireless applications, our solutions are customizable to meet a company's specific business needs.

Slideshows

Wondering what the Avaya acquisition of Nortel Enterprise Solutions means to you? Listen to learn how Nortel and Avaya will bring innovation that delivers high impact, intuitive experiences that are simple, personalized and transform the way the businesses communicate.
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Today’s internet-savvy customers expect access to information on-demand, from anywhere, through a device of their choice. Learn how to be proactive with your customer service!
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See how Advanced Contact Center solutions from Nortel can streamline customer interaction and improve your business today.
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Enhance the reputation of your higher education institution and while saving money.
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Learn how Nortel CEBP solutions offer the technology utility companies need to deliver excellent customer service, no matter how customers choose to connect.
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Interactive Communications Portal delivers intelligent, personalized, unassisted self-service to customers using multimedia. Learn how it can improve your customer satisfaction.
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Videos

Lower administration costs, improve customer satisfaction, and accelerate time-to-revenue by easily managing IVR call flows with Flexible Call Manager.

Explore how Nortel Notification can help you to increase revenue opportunities and improve customer service, all while reducing operating costs

Learn how with a communications-enabled business solutions from Nortel, this airline was able to provide exceptional customer service.

Case Studies

One of the largest non-profit hospices in North America called on Nortel to implement a next-generation communications and contact center solution.
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A leader in pharmaceutical care relies on the latest contact center technology from Nortel for advanced medication management.
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Tapping the power of IP contact centers
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Featured Products

CallPilot CallPilot is a unified messaging solution for medium-to-large businesses using Meridian 1 PBX or Meridian SL-100 phone systems, Communication Server 1000, and/or CPE Centrex systems.
Contact Center Portfolio Contact Center Portfolio is a diverse suite of customer interaction solutions that deliver a complete, seamless customer experience.
Contact Recording Nortel's Contact Recording provides a fully integrated solution for businesses that require all of their calls to be recorded. Available in both IP and TDM environments, Contact Recording can be controlled from a single Web-based user interface. Nortel Quality Monitoring can be added as a software upgrade.
Multimedia Conferencing is Nortel's premium SIP-based, reservation-less audio and video conferencing solution, which provides you with an in-house solution that is seamlessly integrated within your communications network.
Quality Monitoring Nortel's Quality Monitoring enables customers to selectively record calls and agent screens within a contact center. Quality Monitoring is available in both IP and TDM environments.
Expert Anywhere Contact Solution Nortel's Expert Anywhere Contact solution is an integrated suite of multimedia applications and communications tools designed to enable a higher level of real-time collaboration and seamless interaction between contact center agents and a extended team of experts, anytime, anywhere.
Self-Service With Nortel's Self-Service products, a business can become accessible to its customers 24 hours a day, seven days a week.

Events

Learn Nortel's vision of the communications enabled business with Ravi Chauhan and see how Nortel can help forward looking companies thrive with UC.

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Check out the on-demand demo of Nortel Contact Center to see how the latest features will help you build a high-performance contact center.

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How do you know if your contact center agents are providing the expert service that customers are demanding? View this on-demand demo to learn about the tools that make identifying agent performance issues easy.

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