Solution Overview
Nortel Networks
Deliver the definitive customer experience
In a world where every customer has endless choice and every competitor has global reach, how can you set your company apart? How will you become better? How will you succeed?
The answer is a very old, very simple notion. Your grandparents probably called it “knowing your customer.” As in the past, effective businesses today must earn their customers’ trust one by one. They must learn from every interaction and use what they know to deliver the defini-tive customer experience to keep their customers coming back again and again—to create a competitive advantage. Your business can be uniquely positioned to deliver an excellent customer experience using Nortel Networks Customer Contact Solutions. Extraordinary customer contact and self-service applications help you acquire and retain customers by providing superior innovative services that are
tailored to individual customer needs. We offer solutions that enable your business to focus on building stronger customer relationships that ultimately increase loyalty and improve profit.
Nortel Networks Customer Contact Solutions provide versatile, end-to-end applications for a complete, seamless customer experience. You can start as modestly as a single contact center or as ambitiously as a global, multimedia implementation with thousands of repre-sentatives. Either way, you are assured that each investment you make in Nortel Networks products or services will inte-grate seamlessly both today and in the future. Our commitment to an open systems approach ensures extraordinary flexibility, scalability, and interoperability. We provide comprehensive solutions, support you in creating your own applica-tions with our easy-to-use development
Actions speak louder than words
Today, Web and self-service technologies are driving the call center into a new era. As the world leader, Nortel Networks is at the forefront of these developments. Today’s customer contact center takes the nucleus of the call center and leverages it as the basis for a new way of doing business. Working with Nortel Networks, organiza-tions can now extend their customer inter-actions across every access type to manage customer relationships more effectively. A customer contact center must handle many different types of media: Web inquiries, self-service, e-mail, mobile phones, PDAs, video, and fax, as well as telephone-based interactions. Nortel Networks Customer Contact Solutions offer an impressive range of applications to help your contact center meet the challenges of today’s dynamic customer service environment. Nortel Networks multimedia transaction handling, combined with our comprehensive management and reporting features, empowers you to deliver exceptional customer service regardless of touchpoint.
office contact centers where simplicity of management is a fundamental need. Symposium Express Call Center supports up to 150 active agents with predefined call handling easily managed with a Wizard-driven, point-and-click interface.
Gain an edge using these capabilities:
• Intelligent routing of calls to the most qualified representative available using skill-based routing, with flexible customization of call routing decisions based on established business priorities and processes.
• Custom, graphic real-time views of your contact center performance. With a comprehensive set of standard reports and the ability to customize historical reports, you can measure system performance, assess staffing requirements, control operating costs, generate additional revenues, and enhance service to callers. A point-and-click management interface allows instantaneous response to changing customer service conditions.
• Optimization for CTI means you can add efficiency-boosting applications, including screen-pops, event-based reporting, inbound and outbound call blending, Web-based customer interac-tion management, quality monitoring, workforce management, and more. • Additional capabilities make life easier
for your representatives—Symposium Agent and Symposium Agent Greeting. Symposium Agent is a thin client, browser-based, desktop productivity tool that gives your representatives CTI functionality, including screen pops, softphone, scripting, and data and screen transfer. With Symposium Agent Greeting, your contact center provides high-quality greetings to your customers who appreciate the consistently profes-sional start to each call. And, your representatives appreciate the relief from repeating the same greeting over While Web and online transactions are
gaining in importance, telephone calls are still the majority of most contact centers’ customer communications. Build your foundation for turning these calls into profitable customer relationships using your choice of either Symposium* Call Center Server or Symposium Express Call Center. These flexible systems provide sophisticated, fully scalable solutions for companies seeking to maximize produc-tivity. Determining the best solution for your business depends upon your imme-diate and future requirements for capacity and flexibility.
Symposium Call Center Server is ideal for dynamic contact centers of any size that require a great deal of sophistication, agility, and differentiation in the service offered to customers. Symposium Call Center Server supports up to 3,000 active agents with multifaceted call routing and treatment decisions based upon combi-nations of real-time conditions and customer information.
and over throughout the day. Both of these tools enable your representatives to concentrate their energy and enthu-siasm on your customers—where it matters most.
• Leverage Voice over IP to extend the reach of your contact center to your representatives in branches or home offices, while delivering increased flexibility and simplification to your business. All this can be done without overhauling or buying new communi-cation infrastructures because our contact center solutions work with both circuit-switched and IP networks. This improves employee satisfaction and staff retention by addressing the needs of your geographically dispersed workforce. And, you build upon your current investment to reduce operating costs and lower your total cost of ownership.
• Manage multiple contact centers as one using Nortel Networks high-perfor-mance network skill-based routing to further expedite customer call handling and increase productivity. A virtual contact center delivers exceptional customer service by routing calls to the best available representative, irrespective of location, ultimately answering calls faster.
Empower your contact center to build customer loyalty
Because the Web is no longer just a wave of the future, multi-channel access is now essential for many of your customers. Failure to respond can result in significant loss of business. Nortel Networks
Symposium Web Center Portal expands logically from your customer contact and self-service applications to support Web inquiries, scheduled callbacks, chat func-tions, e-mail and auto-response, Web page push, and call collaboration via simulta-neous voice and browser connections. You can create a blended contact center
that assures multimedia contacts are deliv-ered to the best available representative to increase contact center productivity. 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 Networks industry-leading self-service applications to your customer contact center multiplies your customers’ access to information via the telephone. Touch-tone and speech self-service enable your customers to execute many transac-tions automatically without the interven-tion of service representatives. Whenever someone checks a bank account balance from a wireless phone or dials an airline’s toll-free number for a flight’s arrival time or confirms a stock quote by telephone, self-service is at work. By allowing customers to execute transactions online, 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
Speaker Verification—lets your business compare live speech samples to stored voice prints, allowing quick and accurate approval or denial of callers’ identities. For the high-volume call processing applications, where security needs are ever increasing, Speaker Verification enables self-service applications to use voice prints in place of or in conjunction with other means of authentication, such as touch-tone PINS or passwords. Nortel Networks Advanced Text to Speech (TTS)—converts ordinary text into intelligible speech. This technology communicates information to customers when possible selections include large numbers of items from databases that must be spoken to callers, or when a list of selections changes regularly. For example, this technology would be effec-tive for an organization that needs to confirm street addresses of callers and whose database contains many thousands of different addresses.
Nortel Networks offers you a choice when implementing self-service with three platforms available, depending upon your business requirements. The Media Processing Server (MPS) 500 is designed for small to medium-sized contact center environments. The Periphonics* VPS/is is a scalable modular architecture that grows from medium-sized to larger applications. The MPS 1000 is a carrier-class system designed for large enterprises and service provider environments. Actions speak louder than words. Build a sound customer contact and self-service foundation using these solutions. Your customers will notice the difference and keep coming back again and again.
Gain strength with a powerhouse partner
It’s easy to see the opportunities unlocked by these applications. It’s often less easy to understand how to embrace them. Nortel Networks first role is a catalyst for commu-nication, helping our customers see the bigger picture. Partnering with Nortel Networks brings you the strength and innovation of a communications power-house, a global leader whose expertise reaches far beyond customer contact and self-service. We pioneered the new high-performance intelligent Internet, and our wireless solutions now provide high-speed, anytime-anywhere access across the globe. Nortel Networks local Internet capabilities bring the speed and reliability of the high-performance Internet to the metro level, and our Nortel Networks portfolio of customer contact and self-service solutions leverages all of these technologies to create seamless, loyalty-building customer interactions.
Nortel Networks relationships with other industry leaders allow you to add leading-edge complementary capabilities to your Nortel Networks customer contact and
self-service solutions. Our alliances ensure the availability of compatible advanced network routing, workforce management, quality monitoring, predictive dialing, CRM, and visual information solutions from world-class companies. For example, compatible work force management soft-ware can map employee skills and histor-ical information, facilitating efficient employee schedule generation. This ensures effective customer service across all media types while actually reducing employee costs. Nortel Networks Developer Program promotes the avail-ability of these types of innovative third-party solutions by actively supporting integration efforts with suppliers and developers worldwide.
Our professional services team is ready to help
For assistance in creating and imple-menting a custom solution, you can call on our highly skilled Professional Services team. Around the globe, we can comple-ment your in-house experts with Nortel Networks professionals who have the in-depth technical knowledge and practical experience to turn your broad strategies into specific implementations.
Whatever the scope of your require-ments—telephone or on-site assistance, a traditional maintenance program, a customized test plan, or comprehensive system design and integration services— our Professional Services team has the resources to provide a complete, highly customized solution.
Move beyond customer loyalty
In the future, your success will depend upon strengthening relationships to move beyond loyalty with those customers that provide your business the maximum return on the relationship. We call this strategy the engaged business. An engaged business will combine contact centers, self-service, and business applications in a new, cooperative way to deliver outstanding, personalized multimedia customer services, to appropriately priori-tize and distribute the workload between people and automation and to seamlessly, easily, and consistently manage it all. Your engaged business will effortlessly handle the exacting demands of your customers to strengthen relationships by initiating intelligent, timely, and context-sensitive interactions. Your customers receive personalized, fast, effective, 24-hour service across all media—whether by telephone, e-mail, fax, messaging, cellular phones, personal digital assistants,
or the Web. These unique, new services will engage your customers, making it difficult for them to consider giving their business to another company. Capitalizing on this approach will enable your company to become more flexible, dynamic, and intuitive in creating incomparable competitive differentiation and ultimately maximizing Return on Engagement.
The engaged business strategy includes everything you are doing today in contact centers and self-service—and more. We have the expertise to assist when you apply this tactically so you can evolve your busi-ness by enhancing your existing solutions. You are able to leverage your current investment while receiving revolutionary benefits to your business.
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. You must keep your customers coming back again and again. Customer loyalty is the competitive advantage in business today, and Nortel Networks versatile, compre-hensive Customer Contact Solutions provide an extraordinary foundation for your success.
Staying competitive in the future will demand that you move beyond simple customer loyalty. Each customer interac-tion must be considered an opportunity for learning. Every customer need must be fully embraced. Trust must be built one interaction at a time, and profitability must be achieved through strong customer relationships.
Our seamless integration creates stable and reliable solutions with uniform communi-cation across all channels, improving performance and lowering overall costs. Our innovation puts you ahead of the crowd, and our support assures you stay there. You can keep your mind off tech-nology and focus where it’s most impor-tant—your customers.
Nortel Networks is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, Nortel Networks does business in more than 150 countries. More information about Nortel Networks can be found on the Web at:
www.nortelnetworks.com
For more information, contact your Nortel Networks representative, or call 1-800-4 NORTEL or 1-800-466-7835 from anywhere in North America.
GSA Schedule GS-35F-0140L 1-888-GSA-NTEL
*Nortel Networks, the Nortel Networks logo, the globemark design, Periphonics, and Symposium are trademarks of Nortel Networks. All other trademarks are the property of their owners.
Copyright © 2004 Nortel Networks. All rights reserved. Information in this document is subject to change without notice. Nortel Networks assumes no responsibility for any errors that may appear in this document.
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