Capitalizing on this approach is the way to become more flexible, dynamic and intuitive - giving you a clear competitive advantage.

Empower your contact center to build customer loyalty
The telephone alone is no longer good enough – your contact center must handle many different types of media, offering your customers convenient access anywhere, anytime and anyway. You can depend upon our range of Nortel Customer Contact Solutions to create just the right application for your particular needs.

Build your foundation by turning telephone calls, still the majority of most contact centers’ customer communications, into profitable customer relationships using either Nortel Symposium Call Center Server or Symposium Express Call Center. These flexible systems provide scalable, multifaceted call management solutions that help maximize contact center productivity.

You can also leverage IP to extend the reach of your contact center to your representatives and managers in branches or home offices while delivering increased flexibility and simplification to your business. All this can be done without overhauling or buying new communication infrastructures because our contact center solutions work with both circuit switched and IP networks.

Nortel Symposium Web Center Portal expands logically from your customer contact and self-service applications to support Web inquiries, scheduled callbacks, chat functions, e-mail and auto-response, web page push, and call collaboration via simultaneous voice and browser connections. For supervisors and managers, this also means familiar interfaces, rules, and reports, simplifying multimedia contact management.

Multiply customer access with self-service options
Adding Nortel industry leading self-service applications to your contact center multiplies your customers’ access to information via the telephone. Touch-tone and speech self-service enable your customers to execute many transactions automatically without the intervention of service representatives. Providing your customers with convenient 24x7 self-service applications can reduce costs, increase revenue, enhance services to customers, decrease abandoned call rates and increase customer satisfaction and loyalty.

Offer friendlier self-service using advanced speech
Communicating using speech creates a natural flow for users and can often increase their level of comfort. And, the easier and faster self-service is, the more people will use it - reducing your operating costs because the average call length is shorter. You increase overall operating efficiency and dramatically enhance offerings by linking customers directly to your business.

Nortel Advanced Speech Processing capabilities help you create the right solution. These capabilities include Large Vocabulary Recognition (LVR) with Natural Language Understanding (NLU), Speaker Verification, and Advanced Text to Speech (TTS).

Call in the experts
For assistance in creating and implementing a custom solution, you can call on our highly skilled Professional Services team. Around the globe, we can complement your in-house experts with Nortel professionals who have the in-depth business and technical knowledge and the practical experience to turn your strategies into specific implementations. You be confident that our Professional Services team will deliver your specific solution on time and on budget.

Become an Engaged Business to move beyond customer loyalty
You can’t stand still because customer expectations continue to rise. Your future success depends upon moving beyond loyalty to deliver outstanding anticipatory, personalized services that reach your customers quickly, no matter where they are or what communications device they are using. We call this approach the Engaged Business. An Engaged Business converges contact centers, self-service and business applications in a new, cooperative way to eliminate boundaries so you can collaborate dynamically with your customers.

As an Engaged Business you have the means to differentiate yourself – to keep your customers coming back again and again by initiating innovative, anticipatory services that give your customers what they want, when they want it. Nortel is ready to help you better understand the advantages of this approach and how you can be sure to realize benefits as your own business evolves.

Take the shortest route to competitive advantage
In a world where every customer has endless choice and every competitor has global reach, your company’s customer experience must be definitive. Customer loyalty is the competitive advantage in business today and our versatile, comprehensive Nortel Customer Contact Solutions provide an extraordinary foundation for your success.

You can 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 products or services will integrate seamlessly both today and in the future. Our commitment to open systems ensures extraordinary flexibility, scalability and inter-operability. Our innovation puts you ahead of the crowd and our support assures you stay there. You can keep your mind off technology and focus where it’s most important - your customers.