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Nortel Intros Contact Center 7.0 and Announces Enhancements to its IVR Solution
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Nortel Intros Contact Center 7.0 and Announces Enhancements to its IVR Solution

March 25, 2009
By Anshu Shrivastava
TMCnet Contributor

Nortel has introduced Contact Center 7.0, a native session initiation protocol (SIP)-based solution with integrated unified communications (UC) capabilities, and it also features integration with Microsoft (News - Alert) Office Communications Server (OCS) 2007.

In addition, company has also announced enhancements to its interactive voice response (IVR) solution, the Interactive Communications Portal (ICP) and added functionality to Agile Communication Environment (ACE) platform.

“These announcements underscore Nortel's (News - Alert) focus on delivering superior customer care solutions that not only simplify business process and application integration but also highlight Nortel's continued commitment to bring leading edge capabilities to our customers,” said Ravi Chauhan, general manager for Communications Enabled Business Solutions at Nortel.

Contact Center 7.0 provides open application programming interfaces using a services oriented architecture (SOA). Company officials said that this enables integration of the contact center into a company’s business applications and processes.

With Contact Center 7.0 and Microsoft OCS integration, officials said, it is easy for customers to interact with a business using various modes of communication. This integration provides a single, unified agent desktop interface for inbound/outbound voice, email, web chat, and instant messaging.

Contact Center 7.0 also features predictive outbound dialing. Officials said that this allows the system to intelligently predict when an agent will become available and place an outbound call to coincide with their availability.

Plus, Contact Center 7.0 comes with a graphical 'drag and drop' tool that takes the work out of contact center and self-service workflow creation, and also this latest offering is complemented by an enhanced set of new services that is targeting all aspects of contact center operations.

The set of new services includes consulting and design; development and customization; implementation and integration; manage and maintenance; and optimization services.

In addition to Contact Center 7.0, Nortel said that it’s also making improvements to its ICP offering with Feature Pack 1. Some of the enhancements include outbound detection for discerning between a person and an answering machine; co-residence of the Nuance (News - Alert) speech server and more.

Nortel also has added new functionalities as part of ACE Release 1.2. These functionalities include increased support of Microsoft OCS 2007 for enhanced presence capabilities across heterogeneous PBX environments; integration with IBM (News - Alert) Lotus Sametime Client 8.0.1 for click to conference and enhanced presence capabilities; and more.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Patrick Barnard

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