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920-173 Nortel Contact Center Rls. 7.0 Technical(R) Support

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Test Code : 920-173
Test Name : Nortel Contact Center Rls. 7.0 Technical(R) Support
Vendor Name : Nortel
: 60 Real Questions

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Nortel Nortel Contact Center Rls.

Nortel Transforms customer Care With New Contact core options for agencies | killexams.com Real Questions and Pass4sure dumps

Nortel

TSX : NTOTC Bulletin Board : NRTLQ

Nortel

March 25, 2009 06:00 ET

enterprise approaches mix with Communications to raise revenue, reduce expenses and enhance consumer delight

OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a number of recent contact core items and services arming present day businesses with essentially the most superior capabilities obtainable. Heading up the new offering is Contact center 7.0 adopted by way of enhancements to Nortel's interactive voice response answer, the Interactive Communications Portal (ICP) and delivered functionality to the company's Agile communication ambiance (ACE) platform.

enormously resilient and redundant, Contact middle 7.0 is a local SIP-based mostly answer with tightly integrated unified communications (UC) capabilities and hundreds of latest elements, together with integration with Microsoft workplace Communications Server (OCS) 2007. As a Microsoft Gold certified companion, Nortel is recognized for demonstrating the highest degree of competency and talents in designing, integrating, and helping Microsoft technologies.

"Nortel is doing imaginative issues within the client contact market and their approach for making it standard to blend functions with company procedures is appropriate on the mark," pointed out Steve Lemak, vice president of IT, excelleRx, a Nortel contact center consumer and issuer of medicine management for the hospice market. "They take note what has to be executed to support businesses like ours in the reduction of expenses and pace their potential to more advantageous serve their customers."

"These bulletins underscore Nortel's center of attention on supplying advanced customer care options that now not only simplify company system and software integration but also highlight Nortel's persisted commitment to convey leading edge capabilities to their purchasers," pointed out Ravi Chauhan, general manager, Communications Enabled company options, Nortel.

Key elements of Contact core 7.0 include:

- Open Interfaces - in addition to the openness delivered by means of SIP, Contact center 7.0 offers open software Programming Interfaces the usage of a functions Oriented architecture (SOA), which allows integration of the contact center into a company's business functions and tactics. With net service interfaces for queuing, laptop Telephony Integration (CTI), and database integration, a business can automate workflow between front and back workplace functions to get rid of tedious manual tactics.

- UC in the Contact middle - With Contact middle 7.0 and Microsoft OCS integration, it is handy for customers to interact with a company the use of numerous modes of communication. This enjoyable integration offers a single, unified agent computing device interface for inbound/outbound voice, email, net chat, and quick messaging. as an instance, Contact middle 7.0 can intelligently route client contacts to accessible agents the usage of SIP-primarily based presence. brokers can additionally use presence to promptly determine which of their consultants is accessible to support with a client request, enabling first contact decision.

- Predictive Outbound Dialing - customarily offered as a separate utility, Nortel has utterly integrated this expertise within Contact center 7.0 to improve the effectivity of agents with the aid of enabling the system to intelligently predict when an agent will turn into attainable and vicinity an outbound call to coincide with their availability. And, because it is built-in with Contact core 7.0, reporting and management are seamless.

- service introduction environment (SCE) - Contact middle 7.0 additionally facets a graphical 'drag and drop' device that takes the work out of contact middle and self-provider workflow creation. With SCE, the workflow orchestration between distinct purposes is simplified the use of open, web services interfaces, which reduces the cost and speed of deployment. Nortel estimates use of this tool to be five times faster than common workflow creation strategies.

- capabilities - Contact middle 7.0 solution is complemented by way of an better set of recent functions spanning all features of contact center operations. These consist of: Consulting and Design; development and Customization; Implementation and Integration; control and maintenance; and Optimization functions.

For extra details, talk over with http://www.nortel.com/options/ccvp/collateral/nn124079.pdf

moreover the Contact center 7.0 solution, Nortel is also making improvements to its ICP providing with function Pack 1. Enhancements encompass outbound detection for discerning between an individual and an answering laptop; co-residence of the Nuance speech server, getting rid of the need for a separate server; and extension of SIP CTI interworking to aid Avaya AES.

"To call a new product next-gen has develop into cliche, but Nortel has really put its Interactive Communications Portal in a class by itself when it comes to innovative design, openness, interoperability specifications aid and ease-of-use," talked about Joe Outlaw, fundamental contact core analyst, Frost & Sullivan. "lengthy-time market chief Nortel demonstrates with ICP, it is committed to bringing leading solutions to the market."

Nortel also continues to pursue an open software ambiance including the following functionality as part of ACE unencumber 1.2:

- improved support of Microsoft OCS 2007 for enhanced presence capabilities (e.g. telephony presence) throughout heterogeneous PBX environments;

- Integration with IBM Lotus Sametime client eight.0.1 for click to conference and stronger presence capabilities;

- And, features for utility customization, prototyping, and custom software building.

"more and more groups are discovering that having the potential to automate services and techniques, whereas having assorted channels of conversation purchasable, can improve efficiencies, lower operating charges, and build client loyalty," said Joel Hackney, president, business options, Nortel. "UC-enablement is evidently the course forward and we've provided an easy roadway for their valued clientele to attain this goal."

With Nortel contact centers managing greater than 200 million calls a day, the enterprise offers the broadest application portfolio, together with contact core, self-carrier, advanced speech, and team of workers optimization solutions. It additionally adheres to an open, seller-agnostic approach that allows for essential integration of the UC experience across purposes and contraptions complemented through a wealthy features follow that can customise solutions based on a client's exciting business wants.

About Nortel

Nortel is a diagnosed leader in offering communications capabilities that make the promise of business Made elementary a fact for their shoppers. Their subsequent-generation technologies, for each carrier company and commercial enterprise networks, support multimedia and business-crucial purposes. Nortel's technologies are designed to support get rid of cutting-edge barriers to efficiency, pace and performance with the aid of simplifying networks and connecting americans to the assistance they want, when they need it. Nortel does enterprise in more than 150 international locations everywhere. For greater suggestions, seek advice from Nortel on the net at www.nortel.com. For the newest Nortel news, consult with www.nortel.com/news.

certain statements in this press unlock may additionally comprise words reminiscent of "may", "expects", "can also", "anticipates", "believes", "intends", "estimates", "objectives", "envisions", "seeks" and other similar language and are regarded forward-looking statements or advice beneath applicable securities legislation. These statements are in response to Nortel's current expectations, estimates, forecasts and projections about the operating ambiance, economies and markets wherein Nortel operates. These statements are discipline to essential assumptions, risks and uncertainties, which might be difficult to predict and the genuine effect could be materially distinct from those contemplated in ahead-looking statements. For additional info with respect to definite of these and different elements, see Nortel's Annual record on Form10-ok, Quarterly reports on form 10-Q and different securities filings with the SEC. until in any other case required with the aid of relevant securities legal guidelines, Nortel disclaims any intention or obligation to update or revise any ahead-searching statements, no matter if as a result of new guidance, future events or in any other case.

(1)Nortel, the Nortel logo and the Globemark are emblems of Nortel Networks.

Use of the terms "accomplice" and "partnership" does not suggest a legal partnership between Nortel and another party.


iMessaging Integrates i OS software with Nortel name center application | killexams.com Real Questions and Pass4sure dumps

groups that use the Symposium call core application from Nortel now have a less complicated option to achieve integration with i OS applications. closing week, iMessaging options announced a kit of application and services that allows for its inspire telephony application to integrate with Symposium.

Nortel bills its Symposium name core Server as an superior and scalable platform for automating the distribution of incoming calls in a contact center. The software makes groups more effective with the aid of guiding callers through a “cellphone tree” to examine the goal of a call, and then routing the name to the client service representatives (CSRs) with the appropriate abilities.

It’s common for Symposium clients to force much more automation into their name middle operations via integrating their name middle software with business applications. This gives benefits, such because the capacity to right now pull up suggestions, like client records, earlier than routing the call to the applicable CSR.

although, integrating cell programs with business applications is notoriously elaborate, and requires extensive customization features. but because of iMessaging’s new encourage for Symposium providing, Nortel clients can join their Symposium methods to i OS applications, whereas leveraging the wide adventure that iMessaging has in this field of contact core operations.

the brand new offering provides two primary advantages, based on iMessaging. First, the integration permits the Symposium system to deliver custom reveal “pops” to the workstations of CSRs. These reveal pops will also be a display from nearly any i OS utility, and supply CSRs with quick access to information from core company purposes. It also eliminates the need for CSRs to manually navigate in the course of the i OS utility to get to the indispensable monitor.

The second benefit is the delivery of interactive voice response (IVR) capabilities that allow callers or call recipients to interact with enterprise applications over the cellphone, the usage of either voice focus or the mobile’s keypad. inspire can carry IVR performance to Symposium for both inbound and outbound calls, iMessaging says.

in addition to the inspire utility, iMessaging’s new answer contains undertaking management, implementation, configuration, and building functions. The answer begins at about $20,000. iMessaging is offering potential clients free 30-minute assessments. For extra counsel, visit www.imessagingsolutions.com.

linked experiences

iMessaging and IBM crew to power i OS-based mostly IP Telephony

iMessaging Adopts SIP for name middle utility

iMessaging supplies a manager’s View into call center recreation

iMessaging provides Outbound Dialing to encourage call middle Suite

iSeries-centric name middle Suite Renamed inspire

iMessaging Boosts support for Spanish in Interactive Voice equipment

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SER options to carry built-in most appropriate-in-type Predictive Outbound Calling performance as a part of the Nortel Contact center Suite | killexams.com Real Questions and Pass4sure dumps

DULLES, Va.--(business WIRE)--SER solutions, Inc., a number one company of contact administration and speech analytics solutions, introduced nowadays that it has fashioned a reseller / OEM settlement with Nortel to combine SER’s award-winning CPS enterprise version™ (CPS E2™) solution into the Nortel Contact center suite. This effective synergy will extend the Nortel outbound ability to consist of predictive calling campaigns for a differentiated, responsive and customized client event. The built-in solution suite will include a unified agent desktop, single administration of the equipment, true-time inbound and outbound records and unified historical reporting. The agreement will enable each companies to force new business opportunities within the world enterprise market.

The contact center is a strategic hub for generating profits, building client relationships, delivering service, and acquiring valuable customer assistance and market intelligence. Combining SER’s most desirable-in-class outbound performance with the Nortel Contact core suite will allow companies to straight away respond to call back requests, behavior proactive customer outreach classes to foster client loyalty and retention, comply with-up on earnings to improve client delight, generate income leads, as well as produce greater profits for the company through up promoting and cross selling alternatives. companies should be able to make the most effective use of available body of workers and capitalize on all opportunities instead of having outbound in separate campaign particular centers.

“Our relationship with Nortel opens the door for additional international growth of their CPS E2 enterprise outbound contact management answer,” pointed out Joe Licata, President & CEO, SER solutions, Inc. “The Nortel Contact middle Suite is a modern product that presents agencies multiplied flexibility, productiveness and effectivity inside their contact centers. they are blissful that Nortel selected to integrate their predictive outbound solution as a key element of their usual Contact middle outbound offering. With more advantageous administration and agent productiveness, contact centers could be in a position to without difficulty reply to calls for, thereby cutting back charges and supplying a positive and constant customer adventure.”

under the new Reseller / OEM settlement, SER and Nortel will provide predictive outbound technology to Nortel’s consumers and prospective enterprise valued clientele international. one of the most elements encompass:

  • Giving centers the pliability to effortlessly phase consumers, campaigns and dialing thoughts in line with the style they wish to manipulate their company
  • featuring the potential to effortlessly manage and update consumer information and calling thoughts all through lifestyles cycle of every checklist, in actual-time, without disrupting dialing
  • Integrating outbound calling to time table call backs and automatic responses
  • supplying Agent-free campaigns
  • offering a typical operating, administration and administration client for all kinds of customer contacts together with predictive outbound calling campaigns
  • delivering real-time and old reporting that integrates every kind of consumer contacts
  • blending outbound calling with all kinds of client contacts to intently match name volumes to means of contact centers
  • “The Nortel Contact center is casting off the want for a fragile coalition of third birthday celebration functions by providing agencies with the strongest and finished answer in the market,” mentioned Ravi Chauhan, frequent supervisor of Nortel’s Multimedia applications group. “The performance and reliability of the CPS E2 answer enhances their approach.”

    About SER solutions, Inc.

    SER offers customer interaction administration, team of workers optimization and speech analytics solutions that empower agencies to bring superior client provider; and execute constructive telemarketing, collections, market analysis, fundraising and proactive client care courses. a leader within the contact middle trade for essentially three many years, their options help businesses optimize components, enhance interactions and reduce call volumes. The enterprise, an affiliate of The Gores community, LLC, is headquartered in Dulles, Virginia with operations in North america and Europe. more information about SER is available at http://www.SER.com.

    in regards to the Gores group, LLC

    based in 1987 by way of Alec E. Gores, The Gores neighborhood, LLC is a personal fairness firm concentrated on acquiring controlling pursuits in mature and becoming corporations that could advantage from the firm's working event and versatile capital base. The enterprise combines the operational talents and unique due diligence capabilities of a strategic purchaser with the seasoned M&A crew of a standard fiscal purchaser. The Gores neighborhood, LLC has turn into a leading investor having proven over time a reputable tune checklist of developing gigantic value in its portfolio corporations alongside administration. The company's latest deepest equity fund has dedicated fairness capital of USD 1.7 billion. Headquartered in l. a., California, The Gores community, LLC continues offices in Boulder, Colorado and London. For greater information, please discuss with www.gores.com.

    SER is a registered trademark and CPS E2 is a trademark of SER options, Inc. All other trademarks are the property of their respective homeowners.


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    Inside the Nortel-Nokia Siemens Networks Deal | killexams.com real questions and Pass4sure dumps

    nortelnetworks2_CV_20090623124756.jpgBloomberg News

    A metal sculpture of the Nortel Networks logo stands outside the company’s Toronto headquarters in January.

    Nokia Siemens Networks negotiated a shrewd $650 million agreement to buy the crown jewel of the bankrupt Nortel Networks–the shrinking, but highly profitable voice-only wireless technology called CDMA–together with an R&D group developing systems to upgrade carrier networks to ultra-broadband speeds.

    After months of negotiations in Munich, Toronto, Dallas and New York, and a tense final day in the offices of the law firm Cleary Gottlieb Steen & Hamilton, the companies signed a deal late Friday. The timing was somewhat unfortunate for Nortel. It believed it had to announce the deal quickly, along with its decision to wind down its business by selling off its assets and delisting its shares, to comply with the rules of the Toronto Stock Exchange but feared the announcement would be seen as if it were trying to bury the news.

    Nokia Siemens, the world’s No. 2 maker of wireless telecommunications gear by sales, has long sought to expand its North American presence and is feeling the heat across the globe from Huawei Electronics Co. of China, which soared into the No. 3 slot this year (as it improved the quality of its low-cost equipment).

    Nokia Siemens ended up agreeing to buy a smaller, but richer, slice of Nortel’s carrier networks division since Nortel rejected its initial $850 million unsolicited bid made in March. In the intervening months, orders had crumbled amid uncertainty created by the bankruptcy process and Nortel’s chief executive, Mike Zafirovski, lowered his expectations for the value the company’s assets would fetch.

    Instead, Nokia Siemens is buying “substantially all” of the CDMA business, but leaving behind some unprofitable international contracts including that with the carrier China Unicom. The unit had $2.2 billion in sales last year, and people familiar with the matter estimated its operating profit at around $700 million. Gone from the deal was Nortel’s market-leading VoIP business, used to transmit voice calls over the Internet, and a legacy voice technology known as TDM. Given the offering price, Nortel decided to separately sell those assets, bundled into a unit called Carrier Valued Added Services.

    “We believe the agreement signed with NSN maximizes value while preserving technology innovation, their customer base and employment to the greatest extent possible,” said spokesman Jay Barta.

    The research firm Dell’Oro Group expects global CDMA sales to decline from $5.9 billion last year to $1.2 billion in 2013. Still, some say the technology will have a longer life if carriers delay upgrades, or keep legacy networks operating longer to handle voice calls, to keep it off advanced networks already straining to handle a crush of video and data traffic.

    In addition, Nokia Siemens agreed to acquire an R&D team developing LTE access, designed to most efficiently use wireless spectrum and speed data transmission. The deal also requires Nortel to provide back-office, IT and other support services to the buyers of its assets over an extended period.


    Nortel: We’ve Made $2B Off Auctions, Kept 13,000 Jobs | killexams.com real questions and Pass4sure dumps

    Bankrupt Nortel Networks has generated more than $2 billion net by auctioning off its various divisions, and expects to add another $1 billion to that number once the Metro Ethernet Networks, GSM/GSM-R and carrier VoIP transactions close.

    Nortel also said in an update on Thursday that 13,000 Nortel employees have gone on to find jobs with the companies that have purchased its assets. Thousands more workers, though, have lost their Nortel jobs altogether – and without severance pay.

    Meantime, Nortel said there’s more to do before it winds up. The company just reached a key deal with pensioners and now it’s trying to get court approval for an incentive plan to keep workers in the corporate and business services groups. The corporate side still must tackle projects including completing pending unit sales and making the most of Nortel’s intellectual property. This could be a hint that Nortel may end up as a patent-holding firm.

    The business side, on the other hand, is maintaining customer and network services while the auctioned-off divisions transition to their new owners. Workers in that unit further are continuing R&D and human resources work, as well as other necessary tasks that will stretch out over the next year or two, Nortel said.

    “The scope and complexity of the work to date and that remains to be completed requires the efforts of their specialized employees around the world,” said Nortel Chairman David Richardson. “In order to meet their restructuring objectives, bring the process to conclusion and to fulfill their obligations to provide transitional services to purchasers of their businesses, it is essential that they retain the personnel with the required skills, experience and institutional knowledge.”

    To that end, Nortel wants bankruptcy courts in the United States and Canada to approve “an employee plan … designed to retain personnel at all levels,” the company said in a press release. The plan was developed with so-called independent expert advisers “taking into account the availability of more stable and competitive employment opportunities available to these employees elsewhere.” Reading between the lines, could that mean more hefty bonuses for executives and managers? If so, the justification may be that 88 percent of the costs would be funded by the companies that have bought Nortel’s businesses.

    “The employees being offered participation in the plan were instrumental in the work completed to date and are critical to fulfilling the remaining tasks,” Richardson explained. “The loss of these key employees at this time would create significant delays in their activities and place the achievement of their objectives at risk. In short, they believe the plan is in the best interests of their creditors and other stakeholders, and of the process itself.”

    While Nortel awaits the courts’ ruling, it said it has taken care of some outstanding matters. For example, it has resolved transfer-pricing disputes with Canadian and United States tax authorities and restructured some of its Asia Pacific affiliates’ “intercompany indebtedness” so they can keep operating.


    Nortel-Microsoft ICA Rolls Out Transformational Solutions | killexams.com real questions and Pass4sure dumps

    Contrary to naysayers, the Nortel-Microsoft strategic alliance under ICA is alive and well.

    This week's announcement, not only included two new customers (Movares and SQLSoft+), but also described five new offers.

    #1- SIP Contact Center 7.0 + Microsoft Office Communications Server: This is a very significant development in the CC application space.#2- Web Services: This is really part of Nortel's Communications Integration play, which includes ACE.#3 and #4- Enterprise Lighthouse and Enterprise Mini Lighthouse: professional service offers for customers interested in deploying OCS Voice and Conferencing and Microsoft Exchange Voicemail.#5- UC Conferencing: This is an enhancement to Nortel's current solution to work with OCS R2.

    But the big news is that the Nortel-Microsoft relationship has gone from just being about integration (only the last of the five areas is a pure integartion play) and has really started to focus on the transformational software opportunities of UC.

    Whoever buys Nortel Enterprise should see significant value in these developments.



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