Nortel Contact Center Links Sites and Reduces Waiting Times
LONDON, UNITED KINGDOM--(Marketwire - July 27, 2009) - Newcastle
Building Society has selected Nortel(1) (OTCBB: NRTLQ) to provide a
new virtual contact center to enhance communications between office
locations and improve customer satisfaction. The Nortel solution,
based on unified communications technology, is helping Newcastle
Building Society boost its award-winning customer service by further
improving responsiveness and reducing customer waiting times.
Newcastle Building Society, with assets under management in excess of
Pounds Sterling 5.09 billion, is the tenth largest and one of the
strongest mutual building societies in the UK. Since it was
established in 1861, the society has made customer service a top
priority. When the building society expanded to a new site on the
outskirts of Newcastle in June 2008, maintaining and enhancing
customer satisfaction was a key consideration in selecting a new
communications system. The new Nortel solution better connects
agents, improves productivity, while reducing operating costs.
"We encourage our customers to choose whichever contact method they
feel most comfortable with or is most suitable for them, " said Ian
Kilmartin, Third Party Services executive at Newcastle Building
Society. "Many customers find that even when operating their accounts
on line they like to have a phone number for convenience so we
searched for technology that could route customer calls to the right
agent straight away. The new solution from Nortel has only been live
for a few months but I can already see improvements and most
importantly our customers can too."
By connecting the new site with the central offices, the Nortel
solution ensures customers experience the same quality of service no
matter which office they are contacting. The solution also improves
the call waiting times for many customers because if all lines are
busy in the contact center, the customer call is answered at
society's central branch. In addition, customers can take advantage
of a call back service allowing them to elect to be called back at
their preferred time instead of waiting to speak to an agent.
"Nortel's expertise in contact centers has served the Newcastle
Building Society well in the past and we are very pleased to be able
to continue to help them secure the increasing levels of personal
service and satisfaction that their customers expect," said Mario
DiMascio, vice president, Enterprise Sales, Northern Europe. "With
the upgraded solution from Nortel, the society can benefit from
optimized resources and greater reliability. In fact, the new contact
center is already working well in the face of increased call volumes
since its installation."
Newcastle Building Society's call center, based on Nortel's
Communication Servicer 1000 and Contact Center 6.0 solutions,
includes Nortel Call Back to deliver enhanced self-service
capabilities, built-in call analysis and a solid platform from which
the customer can develop unified communications applications.
About Nortel (in Administration)
Nortel delivers communications capabilities that make the promise of
Business Made Simple a reality for our customers. Our next-generation
technologies, for both service provider and enterprise networks,
support multimedia and business-critical applications. Nortel's
technologies are designed to help eliminate today's barriers to
efficiency, speed and performance by simplifying networks and
connecting people to the information they need, when they need it.
For more information, visit Nortel on the Web at www.nortel.com. For
the latest Nortel news, visit www.nortel.com/news.
Certain statements in this press release may contain words such as
"could", "expects", "may", "anticipates", "believes", "intends",
"estimates", "targets", "envisions", "seeks" and other similar
language and are considered forward-looking statements or information
under applicable securities legislation. These statements are based
on Nortel's current expectations, estimates, forecasts and
projections about the operating environment, economies and markets in
which Nortel operates. These statements are subject to important
assumptions, risks and uncertainties, which are difficult to predict
and the actual outcome may be materially different from those
contemplated in forward-looking statements. For additional
information with respect to certain of these and other factors, see
Nortel's Annual Report on Form10-K, Quarterly Reports on Form 10-Q
and other securities filings with the SEC. Unless otherwise required
by applicable securities laws, Nortel disclaims any intention or
obligation to update or revise any forward-looking statements,
whether as a result of new information, future events or otherwise.
(1)Nortel, the Nortel logo and the Globemark are trademarks of Nortel
Networks.
Contacts:
Nortel
Greta Brown
44-1628-432968
gretab@nortel.com
Nortel
Jody Prescott
44-1628-434190
jodyp@nortel.com
www.nortel.com
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