Nortel Enhances Contact Center

LAS VEGAS -- Nortel Networks (NYSE:NT - News; TSX:NT - News) today announced the availability of enhanced contact center and self-service solutions designed to help improve business results and build customer retention by meeting or exceeding customer demands. These solutions are part of an engaged business model, a concept that is integral to Nortel Networks "One network. A world of choice." enterprise vision announced last fall. Engaged business applications position companies to move beyond reactively providing service to improving customer service by anticipating customer needs. Today's announcement includes: expanded Internet Protocol (IP) Contact Center solutions; availability of VoiceXML; the validation of the Nortel Networks Symposium Communications Driver for Siebel 7; and enhanced capabilities for Symposium Express Call Center 4.2. These enhancements provide benefits to customers today by allowing them to easily tap into new engagement applications, and by linking their customers more directly with the service or expertise they need while helping them to evolve to an engaged business that will promote additional benefits in the future. "These products represent the next step in helping our customers transform themselves into engaged businesses," said Vickie Marvich, director, marketing, customer contact and voice portal solutions, Nortel Networks. "Engaged business applications position companies to provide exceptional levels of proactive personalized service, and to develop closer customer relationships." Nortel Networks Corp.