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NetVision Deploys Nortel in New Contact CentersBy DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
Announced today, Israel-based Internet solutions provider NetVision Ltd. has deployed Nortel solutions for its new contact centers to deliver quick and accurate service to its business customers and consumers nationwide.
NetVision has deployed the new contact center solutions with the purpose of enabling the company to promptly respond to customer inquiries. It aims to do so by swiftly routing the inquiries to the most appropriate of the company’s 300 service agents via account-information pop-up screens to personalize assistance. In doing so, and with Nortel’s help, customers’ wait times and unnecessary referrals among agents can be minimized, further enhancing customer service and agent productivity improvement; simultaneously, network bottlenecks can be eliminated and operational costs reduced. The Nortel Contact Center solution integrates with both the Nortel Contact Center Manager and the Nortel Communication Server 1000M platform. The integration allows customer service agents to build on NetVision’s offering of tailored services designed to meet each customer’s specific requirements. In cooperation with Nortel developer and integrator Aspire A.S., the enhanced call center’s implementation was completed by Nortel channel partner GlobCall.
Nortel has also upgraded NetVision’s existing telephony system based on the Nortel Communication Server 1000 solution. The new, Nortel-provided system enables NetVision to define the parameters needed to enact “smooth operation of the call center,” including real-time prioritization and call routing based on agent proficiency, subscriber identification and workforce dynamics. The system is further designed to provide instant account histories via pop-up screens. As well, this solution can offer insight regarding service quality and performance levels.
The contact center solution also includes Nortel CallPilot, a unified-messaging application that combines voice mail, e-mail and fax messages into a single mailbox. The mailbox is accessible by phone or any browser-enabled PC. Nortel Telephony Manager is also included in the contact center solution; the advanced management application provides an integrated suite of management tools for configuration, control and analysis.
“NetVision’s new system from Nortel allows us to serve our large customer base much more efficiently through a seamless operation of our [contact center] sites,” said NetVision VP of Technology Yuval Tzeiri in a company statement.
Serving both service providers and enterprise customers, Nortel does business in more than 150 countries.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit:
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