TDM and VOIP

/noticias.info/ IKEA in the UK has deployed state-of-the-art contact center technology from Nortel* [NYSE/TSX: NT] to speed the resolution of customer requests seamlessly across telephone, email and Web multimedia applications.

The multimedia capabilities of the Nortel solution allow IKEA to resolve more inquiries in less time than with a traditional system, extending its service and reducing costs through increased productivity of IKEA contact centre resources.

In addition, IKEA now has the capability to run outbound campaigns to deliver an improved service to its existing customers. The goal is to provide meaningful information to help customers via the most effective communications medium, regardless of how customers want to access that information.

"Nortel is committed to helping customers like IKEA deliver unparalleled levels of customer service through next-generation contact center technology," said Roxann Swanson, vice president and general manager, Multimedia Applications, Nortel. "To remain competitive, it's essential for organizations like IKEA to raise service levels and adapt to how customers may want to communicate with them. Nortel's contact center solution allows IKEA to meet this challenge head on and remove barriers of distance by giving agents the flexibility and agility to handle customer requests anytime, anywhere."

Nortel's Contact Center 6.0, a key component of the Expert Anywhere Contact solutions, is a next generation SIP-based multimedia contact center which offers a single architecture that enables managers to quickly adapt any contact center to meet diverse customer needs and accelerates customer resolution, often in a single transaction.

In addition to the Contact Center 6.0 solution IKEA is also deploying Nortel's Communication Server (CS) 1000 IP PBX platform, another component of the Expert Anywhere Solution.