In touch with experts

Nortel is bidding for more contact centre business by adding frills to its solution. The Expert Anywhere function is designed to help users to easily access expertise within an organisation.

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By  Simon Duddy Published  October 11, 2005

Nortel is bidding for more contact centre business by adding frills to its solution. The Expert Anywhere function is designed to help users to easily access expertise within an organisation. Expert Anywhere makes use of IP telephony’s ability to allow contact centres to use virtual pools of workers, who may be working in different buildings, or even different countries. Nortel says it is possible for companies in the Middle East to tap experts across an organisation, expanding 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. “An organisation’s success is predicated on fast, efficient service that provide the best customer experience possible,” says Ramin Attari, vice president Middle East, Nortel. “The ability to put the right call centre agents in touch with customers that require their specific skills and expertise, regardless of where the agents are located, provides significant competitive differentiation and serves the company’s business case very well. It also allows them to bring agents on-line at times of peak business as needed, providing flexibility and just-in-time staffing capabilities,” he explains. Nortel’s Expert Anywhere Contact solution, powered by the Nortel Application Center, a SIP-based integrated suite of multimedia applications, allows businesses such as banks and service providers to direct customer calls to the most appropriate agent or knowledge worker, regardless of location or function – working in the main contact centre, teleworking at home, in a branch office, or even in 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.

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