Nortel's Contact Center application portfolio provides businesses with the ability to engage customers in new ways that set them apart from the competition. With a single interface for blending inbound/outbound voice, e-mail, web chat, and IM customer interactions, businesses can collaborate with their customers through the device and method of choice extending a superior customer experience. Nortel's open Contact Center applications can be integrated with business applications using a Service Oriented Architecture (SOA) to automate processes, orchestrating the workflow between front office and back office applications. With our graphical Service Creation Environment (SCE) tool, businesses can use a single drag-and-drop GUI to create contact center and self-service workflows providing greater flexibility, speed, and ease of deployment of new processes using open web services. Businesses can leverage existing TDM investments or harness the power of IP and SIP based technologies to create a virtual contact center, with agents located anywhere around the globe, or to provide advanced capabilities such as federated presence directly within the contact center. Nortel has been a leader in the customer contact market for more than 30 years offering scalability and reliability in our contact center, self-service, advanced speech, and workforce optimization solutions. Through Nortel’s contact center software and services solutions, our experts have helped businesses around the globe create greater efficiency and continue to be on the leading edge of innovation.

• Call Back
  Call Back is an application that gives a customer the choice to be called back by an agent instead of waiting for an agent to become available.
• Call Center Management Information System (CC MIS)
  CC MIS enables the Call Center manager to view agent and queue statistics in real time, generate a wide variety of standard and customizable reports, and execute changes to ACD parameters.
• Contact Center - Express
  Contact Center - Express is an entry level ACD starter product, delivering simplified skill-based routing with sophisticated management reporting wrapped in an easy to use User Interface.
• Contact Center - Multimedia
  Contact Center - Multimedia empowers businesses with the capability to enhance customer interactions through a management solution that routes, tracks, and reports on electronic inquiries from the enterprise's website.
• Contact Center Manager Administration
  Contact Center Manager Administration introduces superior management tools that better equip call center managers to make improved business decisions and respond faster to customer needs, thereby improving productivity and strengthening customer relationships.
• Contact Center Manager Server
  Contact Center Manager Server offers seamless networking, comprehensive real-time reporting, flexible call handling, and enables advanced eBusiness applications for dynamic contact centers.
• Contact Center Offsite Agent
  Nortel Contact Center Offsite Agent solution enables agents to work from non-office locations allowing temporary or casual staff can be mobilized rapidly and cost-effectively to support ever-changing customer service demands.
• Contact Recording and Quality Monitoring
  Nortel Contact Recording and Quality Monitoring is an integrated software-only application for IP and digital phone recording. IP recording utilizes the industry first Duplicate Media Stream (DMS) method while digital recording utilizes industry standard ‘tap’ cards to capture voice conversations. It can be used within the enterprise environment for bulk call recording (logging) or selective ‘on demand’ recording in all-IP, all-digital or hybrid Knowledge worker or Contact Center environments. Nortel Contact Recording can be controlled from a single Web-based user interface.
  
  Building on the capabilities of Nortel Contact Recording, Nortel Quality Monitoring offers a software-only add on application specifically designed for Contact Centers that:
  1. offers business-rules based selective conversation recording of customer/agent interactions and
     
     
  2. adds agent screen capture capabilities to provide an integrated audio/video capture of customer/agent interactions that can be used for quality assurance purposes.