Nortel introduces `Expert Anywhere` contact solution, enabling access to anytime, anywhere expertise

Nortel has introduced its innovative `Expert Anywhere` contact solution, making it possible for companies to tap into experts across an organisation.

This expands the pool of customer service agents without the high cost of maintaining centralised and regional contact centres or setting up expert knowledge workers as formal contact centre agents.

Nortel`s Expert Anywhere contact solution, based on the Nortel Application Centres, is a SIP-based integrated suite of multimedia applications, that allows businesses to direct customer calls to the most appropriate agent or knowledge worker.

This is regardless of location or function - working in the main contact centre, teleworking at home, in a branch office, or even a retail store.

Wherever specialised resources reside in a company, Expert Anywhere can link that expertise into the contact centre enabling single call resolution and delivering a new level of customer service.

"Our success is predicated on fast, efficient service that provides the best customer experience possible," said Jim Bradley, telecom and network services director, Palm Coast Data.

"The ability to put the right agents in touch with customers that require their specific skills and expertise, regardless of where our agents are located, provides significant competitive differentiation and serves our business case very well. It also allows us to bring agents online at times of peak business as needed, providing flexibility and just-in-time staffing capabilities."

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"Customers today have a broad spectrum of communication channels to choose from when they interact with a company," said Nortel VP Africa Yves Roux. "To remain competitive, organisations are challenged to raise service levels by being more responsive, accessible, intuitive and adaptive to customer needs with the staff and resources they have available to them.

"Nortel is helping customers achieve this new level of customer service with innovative solutions that break down the barriers of distance and distributed work environments."

Nortel`s Contact Center 6.0, a key component of the Expert Anywhere contact solutions, is a next generation SIP-based multimedia contact centre. This solution offers a single architecture that enables managers to quickly adapt any contact centre to meet diverse customer needs and accelerates customer resolution, often in a single transaction. Nortel`s existing IP contact centre solutions have already been adopted by a wide range of customers, including PC Connection, Aliant, BT and BellSouth.

"Contact centre agents only have a brief opportunity to exceed service expectations and delight their customer," said Donna Fluss, principal, DMG Consulting.

"Nortel`s Expert Anywhere solution enables agents to access company experts in real-time, wherever they may be. By leveraging Nortel`s SIP-enabled solution, end-users can improve service quality and customer satisfaction. Enterprises that extend the value of their contact centre beyond traditional boundaries will have a strategic advantage."