Nortel Networks has appointed PQ Networks as its first convergence solutions partner in Africa and Europe. The partnership, branded as Unified Networks, will provide customers with voice and data convergence applications from a single company.
This is Nortel Networks` first such appointment where a single partner delivers a converged set of solutions. The company traditionally appointed separate data and voice partners to deliver its products. As such, PQ Networks is preparing for the rapid increase in the use of call centre environments, one of the fastest growing sectors in SA.
"Until now people have been mainly talking about the convergence of voice and data, without the applications available to make it a reality," says Tim Knowles, MD, PQ Networks.
The first convergence solution likely to be delivered by Unified Networks is an application that allows end-users to receive voice messages from the switchboard via e-mail. Based on Nortel`s PABX product, Call Pilot, the solution would integrate voice mail with Microsoft Exchange and Microsoft Outlook, effectively merging voice and data capabilities.
Knowles believes the integration of voice, video and data is fundamental to real customer relationship management (CRM), providing a more personalised service. "Traditionally, Internet communication has been one-way based and has excluded the `human element` of interaction. [With this application] customers will be able to click on a icon on the Web page and initiate a telephonic conversation or live video conference with a call centre agent to provide real-time assistance," he notes.
"Current e-mail technologies only provide data capabilities," says Bryan Thompson, business manager of Nortel Networks Enterprise Solutions in SA. "With Call Pilot and the Nortel PABX infrastructure which is based on the Meridian messaging system, voice and data converge, resulting in an efficient, more user-friendly product."
Meanwhile, ABSA has appointed PQ Networks to implement the standardisation of its national campus architecture to a Unified Network solution. The contract is valued at R220 million over the contract period.
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