TORONTO, ONTARIO -- (Marketwire) -- 08/25/09 -- Nortel (OTCBB: NRTLQ) -
Editors Note: Videos are included with this Press Release.
Innovative software-based customer contact solutions are providing far greater capabilities than the simple "press 1, press 2" call routing of yesterday or the frustratingly common "please continue to hold, your call is important to us" request. Applications have evolved to such a degree that businesses are increasingly looking at how they can be used to engage customers in new ways and make better use of overall contact center resources.
Nortel(1) (OTCBB: NRTLQ) points to four new customer care applications that are a cinch to use and can be deployed easily by enterprises in virtually any industry to create an improved and differentiated customer experience.
Offsite Agent
- Allows staff to be mobilized rapidly to support ever-changing customer service demands and enables business continuity in the event of an emergency situation like a pandemic or natural disaster.
- Helps reduce agent attrition, which can run as high as 20 percent today.
- Ideal for companies with seasonal or home-based contact center agents.
- Offers potential real estate savings, as real estate and facilities costs for an agent in an office location can run as high as $10,000 per year. After-hours coverage can also be covered by remote workers to further reduce office costs.
- No additional hardware required. Instead of spending as much as $1,000 on an IP phone, license and an upgraded VoIP-quality connection, an agent can work remotely with a simple analog or mobile phone and a standard PC with Internet access.
Read the solution brief: Nortel Contact Center Offsite Agent
See a video: Nortel Contact Center Offsite Agent
Call Back
- Improves customer satisfaction by eliminating wait-on-hold time when a customer calls during busy periods. Customers can hang up and receive a call-back without loosing their place in the queue. The scheduled call back option even lets the caller specify when and to what number they want the call returned.
- Lowers telecommunications costs for toll-free calls by avoiding the cost per-minute/per-call customers would generate if they continued to wait in queues listening to music.
- Optimizes agent resources by reducing the number of representatives needed during peak traffic hours. Call backs can then occur during lower traffic periods.
