Nortel Networks offers new Interactive Voice Response solutions for contact centres

Nortel Networks announced two Interactive Voice Response (IVR) platforms Media Processing Server (MPS) 100 for small- to medium-sized businesses, and MPS 1000 for large enterprises and service providers with new, scalable hardware and software that can be configured to meet specific site requirements.

Nortel Networks MPS 100 is designed to make small- and medium-sized businesses accessible to their customers 24 hours a day, seven days a week via the customer`s preferred contact vehicle, the telephone or the Internet.

MPS 100 increases efficiency by providing applications such as computer telephony integration (CTI), browser-based access to traditional IVR applications, and remote system management, virtually eliminating the need for on-site support. It is easy to configure, install and maintain.

Chrysalis Software is giving a leading healthcare provider`s customers around-the-clock access to eligibility, claims status and other critical information with MPS 100. Chrysalis was able to develop, install, test and integrate advanced applications in less than 60 days, including centralised reporting on the performance of multiple IVRs geographically dispersed across the US.

"In addition to developing customised applications, we were able to take advantage of Nortel Networks open interfaces to incorporate several elements of our suite of CTI products to utilise features such as intelligent caller routing in the contact centre," said Steven Hoffman, senior executive account manager, Chrysalis Software. "Nortel Networks MPS 100 offers the features and performance that mid-sized and entry level contact centres are looking for at a price that offers immediate value."

MPS 1000, a carrier-class IVR system for large enterprises and service providers, is ideal for mission-critical installations requiring continuous availability, and integrates a wide range of call processing functions with programmable call handling capabilities. Supporting installations from 96 ports to thousands of ports in a single system cluster, MPS 1000 is extremely compact, typically requiring only 1/8 of the floor space of similar systems.

Telia Telecom, Scandinavia`s largest Internet, network and telephony provider, is trialling MPS 1000 in conjunction with a Scandinavian television company to manage a multimedia, interactive service which could potentially be rolled out to 2.5 million users.

Telia Telecom was seeking a platform that could grow substantially without having to forklift current systems for upgrades. Service calls are intercepted by the MPS 1000 to process PIN numbers, play an announcement notifying the caller of pricing, and provide a user menu. Depending on what the caller selects, the MPS 1000 then passes the call to an e-mail server or content provider to fulfil the customer`s service request. The system installation was completed and up and running in two days.

"Nortel Networks is the only company that can offer us the flexibility we need while providing a system that can handle a large volume of calls and multimedia services," said Rene Mortenson, strategic advisor, Telia Telecom. "MPS 1000 interfaced to TeliaComs network without any required changes to the existing infrastructure."

MPS 100 and MPS 1000 offer unprecedented flexibility and scalability and are managed through PeriWorks, an award-winning suite of graphical user interface (GUI) tools. They are designed to reduce equipment and operational costs, simplify operations and enable new, business-building applications and to interface with Nortel Networks Succession portfolio of voice over IP products for enterprises and service providers.