TDM and VOIP

Nortel
3/6/2006 12:40:03 PM

Expert Anywhere Solution Enables Video-Based Communications

MARCH 06, 2006, ORLANDO - Vantis Credit Union has deployed the Expert Anywhere Contact Solution from Nortel* [NYSE/TSX: NT], to allow members to interact with service representatives through video kiosks at ATM sites. This allows members to complete transactions which previously required a branch visit. This new solution is designed to make Vantis more competitive by allowing representatives to be more readily accessible regardless of location via a SIP-based multimedia system that allows video, instant messaging and web collaboration.

Expert Anywhere also allows subject matter experts such as loan and investment advisors to be available to the contact center across branch locations to minimize wait times that might otherwise result in abandoned calls.

Vantis is based in Winnipeg, Canada and serves 22,000 members through six branches in Winnipeg with two rural branches in Manitoba.

As a result of this new technology, we are restructuring our internal processes for easy accessibility of our members files from any branch or outlet to provide excellent service at any given time all while reducing our cost base," said Michel Audette, president and CEO, Vantis. "This isn’t about cutting our highly-skilled member service reps, that’s not the effective way. We are focusing on profitable growth and providing superior service. It’s about bringing in new tools that will improve communications with our members."

"We completed a detailed technical analysis to see who has the leading solution. Nortel has the best technology and most importantly, the support required in going forward. Nortel has the capacity to support our project encompassing a call center environment and ongoing application development. The MSC5100 offered a mature platform unparalleled by any competitor. We were very comfortable that Nortel could provide the level of service we need today and as we grow," Audette said.

"Vantis’ innovative roadmap for improving member services with SIP-based applications like video-based services is a typical example of how Nortel is helping its customers maximize their resources through advanced communication solutions," said Roxann Swanson, vice president and general manager, Multimedia Applications, Nortel.

The Expert Anywhere Contact Solution is an integral element of the Nortel Application Center, a SIP-based integrated suite of multimedia applications, consisting of Contact Center 6.0, Multimedia Communication Server (MCS) 5100 and the Communication Server (CS) 1000 IP PBX platforms. Nortel’s Expert Anywhere solution makes agents, no matter where they are, more accessible to customers so that organizations can build better and longer lasting customer relationships.