Nortel’s Carrier VoIP and Application Solutions (CVAS) has unveiled IP Powered Business, a new carrier-hosted call centre offering at the Supercomm tradeshow in Chicago. Nortel CVAS’s IP Powered Business voice and multimedia offering provides voice and multimedia, unified communications, web meetings and mobility service.
The company’s new service is a hybrid and all-IP offering that equips service providers to eliminate their business customer’s needs for onsite customer premise equipment (CPE).
The new hosted call centre features integrated call centre services that can be delivered to business over IP or support a mix of IP and legacy equipment. The new features offer a number of benefits to service providers, including increased revenue potential, customer loyalty and satisfaction; and the ability to offer ‘one-stop-shopping’ bundled services to their business subscribers, claims the company.
Nortel said that its new offering help decrease business expenses because they eliminate the need for hiring or replacing high-priced IT expertise. It also provides business continuity in the event of site disasters or an epidemic because the call centre capabilities can be moved quickly and customer service agents can work from any location.
According to the company, the new offering equips service providers to offer SIP-based ACD capability that helps to improve customer service and response rate by allowing businesses to distribute calls to the most appropriate agent based on skills and availability. It also enables providers to offer SIP Hunt Groups that allow businesses to ensure that important calls do not go unanswered because the system automatically hunts around for an available agent.
The company added that the new hosted call centre equips providers to offer SIP Attendant Console, which allows a call centre attendant to answer and transfer calls using ‘drag and drop’ buttons on their call centre console.
Nortel Call Center features are deployed globally with carriers like BT, Optus and Bell Aliant.
