Nortel Selects Witness Systems for Enhanced Contact Center Capabilities

Nortel has teamed with Witness Systems to deliver improved capabilities to Nortel’s Contact Center solution. The new suite of services is designed to drive competitive advantage by providing faster, more efficient responses to customer needs.

The new Nortel Contact Recording and Nortel Quality Monitoring suite jointly developed with Witness Systems allows more information to be captured for each customer. The new suite can be deployed independently or with the Nortel Contact Center solution, and provides recording and archiving of all calls to help customers with regulatory compliance. This is particularly important in the financial sector, for example, to quickly confirm that trades and transactions were executed properly. Further, monitoring the interactions of all agents helps identify areas for improvement that can be highlighted in employee training.
The new suite is designed to reduce costs and drive differentiation by using customer interactions to maximise revenue, increase customer loyalty, and obtain valuable intelligence and competitive insight. The relationship is also expected to allow Nortel to leverage Witness Systems experience and proven quality monitoring and IP recording technologies.

“We’re very pleased to be working closely with Nortel, said Dave Gould, chief executive officer, Witness Systems. Their confidence in selecting us for this strategic relationship is strong validation of our technology and market leadership in the exciting world of VoIP.”

“Our jointly developed, software-only solution with Nortel provides forward-thinking companies a powerful combination to improve the performance of their customer service, Gould said. “The offering is more efficient, less expensive to maintain, and offers a single point of administration, all of which lead to a lower total cost of ownership. It allows for a phased evolution from traditional telephony to advanced IP capabilities that protect a company’s investment.”

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