Worldwide Demand Continues to Increase
DALLAS - Nortel Networks* [NYSE: NT/TSE: NTL] announced
today that shipments of its Symposium* Call Centre Server
are rapidly increasing, with customers having ordered more
than 750 systems worldwide since the product became
generally available in April 1998.
The Symposium Call Centre Server has been shipped to
customers in approximately 20 countries in North America,
Europe, Asia/Pacific and Latin America. Leading companies
such as Hewlett-Packard, Iomega and Bell Canada have
implemented the product.
"What is most impressive about the Symposium Call Centre
Server sales is the impact it has had on Nortel Networks'
competitiveness at the high end of the call-center market,"
said Sheila McGee-Smith, director, call centres and operator
services, for the PELORUS Group. "Through the third quarter
of 1998, Nortel Networks' sales in systems with more than 76
agent seats had almost doubled over 1997 levels."
Iomega Corporation -- manufacturer of the award-winning Zip,
Jaz Ditto and Clik! drives and disks -- worked with Nortel
Networks' Symposium Professional Services to implement the
Symposium Call Centre Server at its corporate headquarters
in Roy, Utah. Approximately 120 agents are divided among
customer service, technical support, an internal help desk
and the in-house travel agency.
"We are pleased with the Symposium Call Centre Server's
skills-based routing," said Kristin Wojciechowski,
telecommunications project manager, Iomega. "Our customer
service and technical support agents back up each other
easily. Before, customer service agents had to get out of
one queue and into another. But with the Call Centre
Server's new skills-based agent selection capability, agents
can be assigned up to fifty skillsets and therefore are
available to take multiple call types, which saves a lot of
time and increases productivity. The Symposium Call Centre
Server's reporting is also excellent. Iomega's managers like
all the ways the statistics can be monitored."
Hewlett-Packard has installed the Symposium Call Centre
Server at its centres in Amsterdam; Grenoble, France; and
Boeblingen, Germany, which together employ more than 1,150
Richard Ibbotson,Hewlett-Packard's European voice
engineering manager, said, "The skills-based routing element
of the Symposium Call Centre Server enables us to create
complex skill sets including language, technical and
customer-segment skills. This gives us a lot more capability
to route calls to the most suitably skilled agents. This
solution enables us to develop tailored IVR and Web response
applications if and when we need them."
Bell Canada is implementing the Symposium Call Centre Server
to enhance efficiency, customer-service levels and cost
structures at its 29 centers across Ontario and Quebec. Bell
Canada's 8,000 call-centre agents handle more than 35
million calls a year from residential subscribers with basic
inquiries and from corporations with highly sophisticated
The Symposium Call Centre Server received several honours in
1998. It was named a product of the year by Call Centre News
Service, won a best-of-show award at CTI Expo, was named a
"Hot Five" product at the Global Computer Telephony Expo and
received a "Highly Commended" rating at Voice Europe.
Vickie Marvich, director of Symposium marketing, Nortel
Networks, said, "The rapid growth in demand for the
Symposium Call Centre Server is just one example of
increasing demand for our call centre solutions worldwide.
This is due in great part to consumers' growing acceptance
of business transactions over the telephone or the Internet,
which fuels the growth of call centres. To increase customer
satisfaction, businesses must be able to treat each customer
as individually as possible, and the Symposium Call Centre
Server helps do that with its advanced skills-based routing
and other capabilities."
The Symposium Call Centre Server is a leading-edge
call-centre software solution utilising Microsoft* Windows
NT*. It is designed to increase call-centre efficiency and
enhance management of customer relationships. Its benefits
- End-to-end call-control and reporting -- businesses can
control and track any customer transaction and therefore
provide higher levels of customer service; · Ability to
improve productivity by assigning skillsets to agents and
routing on the basis of those skills;
- Advanced supervisor tools, such as cut-and-paste
capabilities, pull-down menus and context-sensitive help;
- Easy integration with third-party products via open
interfaces -- Host Data Exchange (HDX), Meridian Link*, Real
Time Interface (RTI) and Open Database Connectivity (ODBC).
Nortel Networks works with customers worldwide to design,
build, and deliver telephony and IP-optimised networks.
Customers include public and private enterprises and
institutions; Internet service providers; local,
long-distance, cellular and PCS communications companies,
cable television carriers, and utilities.
Nortel Networks' common shares are listed on the New York,
Toronto, Montreal, Vancouver, and London stock exchanges.
Nortel Networks had 1997 revenues of US$15.5 billion and Bay
Networks, a wholly owned subsidiary of Nortel Networks, had
revenues of US$2.4 billion during its most recent fiscal
year. The combined company's workforce totals approximately
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*Nortel Networks, the Nortel Globemark, How the world shares
ideas, Symposium and Meridian Link are trademarks of
*Bay Networks is a trademark of Bay Networks, Inc. Microsoft
and Windows NT are registered trademarks of Microsoft.
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