CRN Network, April 21 2009, 1200 hrs
Nortel has introduced host of new contact center products, Contact Center 7.0 and has enhanced its interactive voice response solution, the Interactive Communications Portal (ICP), and added functionality to the company’s Agile Communication Environment (ACE) platform.
Contact Center 7.0 is a native SIP-based solution with unified communications (UC) capabilities and new features including integration with Microsoft Office Communications Server (OCS) 2007.
Ravi Chauhan, General Manager, Communications Enabled Business Solutions, Nortel said, “These announcements underscore Nortel’s focus on delivering superior customer care solutions that not only simplify business process and application integration but also highlight Nortel’s continued commitment to bring leading edge capabilities to our customers.”
In addition, Nortel is also making improvements to its ICP offering with Feature Pack 1. Enhancements include outbound detection for discerning between a person and an answering machine; co-residence of the Nuance speech server, eliminating the need for a separate server; and extension of SIP CTI interworking to support Avaya AES. |