Contact centers are under constant pressure to deliver the best possible customer service while containing costs and retaining valuable customer service representatives. Nortel Contact Center Offsite Agent addresses these challenges. It enables agents to work from home or other non-office locations. There are virtually no remote setup costs, and Nortel studies indicate a potential payback on investment in months, not years. Most importantly, temporary or casual staff can be mobilized rapidly and cost-effectively to support ever-changing customer service demands.

• Low set-up costs for home-based, seasonal and temporary agents
• Reduced real-estate costs by enabling agent to be home-based
• Reduced agent attrition and increased staff moral through flexible work offerings
• Enhanced business continuity and disaster recovery plans