Deliver the Definitive Customer Experience to Increase Profitability.Effective businesses today must earn their customers' trust. They must learn from every interaction and use is knowledge to deliver the definitive customer experience, which drives customer loyalty. This keeps customer coming back again and again-creating a major competitive advantage. Nortel Networks (Nortel Networks Limited, Brampton, Ontario, www.nortelnetworks.com) A world leader in telecommunications products, which includes switching, wireless and broadband systems for service providers and carriers, telephones and systems for residential and business users, computer telephony Customer Contact and Voice Portal An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. Solutions help your business deliver an extraordinary customer experience because you can provide superior innovative services tailored to individual customer needs. These solutions help your business focus on strengthening customer relationships that ultimately build loyalty to increase profitability. Our solution versatility allows you to start as modestly as a single contact center or as ambitiously as a global, multimedia implementation with thousands of representatives. Either way, you are assured that each investment you make in Nortel Networks solutions will integrate seamlessly today and in the future. Nortel Networks Customer Contact and Voice Portal Solutions include: * Symposium Web Center Portal--Facilitating e-mail, Web-based, and telephony-based communications to optimize optimize - optimisation contact center effectiveness and enhance customer service using a comprehensive set of modular Web-based capabilities. * Symposium Call Center Server--Providing skill-based routing, comprehensive management and reporting, and real-time information for supervisors and managers to personalize per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. service. * Symposium Express Call Center Server--Delivering skill-based call routing and with simplified management for the departmental contact centers and small to medium enterprises. * Symposium Agent-Offering an excellent desktop agent productivity tool using industry standard CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. . * Nortel Networks IVR--Offering an open, flexible, and modular design In the context of systems engineering, modular design — or "modularity in design" — is an approach aiming to subdivide a system into smaller parts (modules) that can be independently created and then used in different systems to drive multiple functionalities. that enables touch-tone and advanced voice processing The computerized handling of voice, which includes voice store and forward, voice response, voice recognition and text to speech technologies. functionality. Take Advantage of our Expertise Nortel Networks is the worlds largest global provider of the high-performance Internet with the quality, scalability, and reliability to serve as a new foundation for global communications including customer contact and self-service. Nortel Networks has been A LEADER in the customer care business, with both agent-assisted and self-service applications A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. , for over 30 years. Nortel Networks customer care solutions are currently supporting over 30,000 contact centers, 3 million contact center agents, and 52 million contact center calls per day in over 100 countries worldwide. Over 5,000 customers are currently automating customer interactions using Nortel Networks self-service and speech applications. In 2001, Nortel Networks held the number one market share position in contact center system and agent shipments, IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. system shipments, and advanced speech application deployments. Nortel Networks multimedia contact center solutions work in an IP as well as circuit switched environment. Get an IP-enabled call center solution today or IP-enable it later. Add speech-enabled self-service applications when you like, or Integrate your call center applications with the leading CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications on the market to provide best-in-class customer service. Nortel Networks versatile, comprehensive customer care and voice portal solutions provide the foundation for enhanced customer interactions. Our innovation puts you ahead of the crowd, allowing you to deliver the definitive customer experience. Visit our web site at http://www.nortelnetworks.com/solutions/ccvp/for more information on Customer Contact and Voice Portal Solutions. |
|
||||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion