> THIS IS THE WAY WE PROVIDE VERSATILE, END-TO-END APPLICATIONS FOR A COMPLETE, SEAMLESS CUSTOMER EXPERIENCE >THIS IS Deliver the definitive customer experience
> Today, Web and selfservice technologies are driving the call center into a new era. As the world leader, is at the forefront of these developments. < >> In a world where every customer has endless choice and every competitor has global reach, how can you set your company apart? How will you become better? How will you succeed? The answer is a very old, very simple notion. Your grandparents probably called it knowing your customer. As in the past, effective businesses today must earn their customers trust one by one. They must learn from every interaction and use what they know to deliver the definitive customer experience to keep their customers coming back again and again to create a competitive advantage. Your business can be uniquely positioned to deliver an excellent customer experience using s Customer Contact Solutions. Extraordinary customer contact and selfservice applications help you acquire and retain customers by providing superior innovative services that are tailored to individual customer needs. We offer solutions that enable your business to focus on building stronger customer relationships that ultimately increase loyalty and improve profit. s Customer Contact Solutions provide versatile, end-to-end applications for a complete, seamless customer experience. You can start as modestly as a single contact center or as ambitiously as a global, multimedia implementation with thousands of representatives. Either way, you are assured that each investment you make in products or services will integrate seamlessly both today and in the future. Our commitment to an open systems approach ensures extraordinary flexibility, scalability and interoperability. We provide comprehensive solutions, support you in creating your own applications with our easy-to-use development tools, and provide any other level of implementation and support to meet your business objectives. We back you with s reputation for stability, reliability, innovation and service, and we eliminate the headaches of identifying and evaluating applications and infrastructure options in a multiple-supplier environment. Simply stated, s progressive customer contact and self-service solutions help you put your focus where it belongs on your customers. You can deliver the definitive customer experience, making your business more effective to lower your overall cost of ownership. Actions speak louder than words Today, Web and self-service technologies are driving the call center into a new era. As the world leader, is at the forefront of these developments. Today s customer contact center takes the nucleus of the call center and leverages it as the basis for a new way of doing business. Working with, organizations can now extend their customer interactions across every access type to manage customer relationships more effectively. A customer contact center must handle many different types of media: Web inquiries, self-service, e-mail, mobile phones, PDAs, video and fax, as well as telephone-based interactions. s Customer Contact Solutions offer an impressive range of applications to help your contact center meet the challenges of today s dynamic customer service environment. s multimedia transaction handling, combined with our comprehensive management and reporting features, empowers you to deliver exceptional customer service regardless of touchpoint. While Web and online transactions are gaining in importance, telephone calls are still the majority of most contact centers customer communications. Build your foundation for turning these calls into profitable customer relationships using your choice of either Symposium* Call Center Server or Symposium Express Call Center. These 2
>>> Deliver the definitive customer experience > <3
4 >>> flexible systems provide sophisticated, fully scalable solutions for companies seeking to maximize productivity. Determining the best solution for your business depends upon your immediate and future requirements for capacity and flexibility. Symposium Call Center Server is ideal for dynamic contact centers of any size that require a great deal of sophistication, agility and differentiation in the service offered to customers. Symposium Call Center Server supports up to 3,000 active agents with multifaceted call routing and treatment decisions based upon combinations of realtime conditions and customer information. Symposium Express Call Center is perfect for newly created contact centers, departmental contact centers, or branch office contact centers where simplicity of management is a fundamental need. Symposium Express Call Center supports up to 150 active agents with predefined call handling easily managed with a Wizard-driven, point-and-click interface. Gain an edge using these capabilities: > Intelligent routing of calls to the most qualified representative available using skill-based routing, with flexible customization of call routing decisions based on established business priorities and processes. > Custom, graphic real-time views of your contact center performance. With a comprehensive set of standard reports and the ability to customize historical reports, you can measure system performance, assess staffing requirements, control operating costs, generate additional revenues and enhance service to callers. A point-and-click management interface allows instantaneous response to changing customer service conditions. > Optimization for CTI means you can add efficiency-boosting applications, including screen-pops, event-based reporting, inbound and outbound call blending, Web-based customer interaction management, quality monitoring, workforce management and more. > Additional capabilities make life easier for your representatives Symposium Agent and Symposium Agent Greeting. Symposium Agent is a thin client, browserbased, desktop productivity tool that gives your representatives CTI functionality, including screen pops, softphone, scripting and data and screen transfer. With Symposium Agent Greeting, your contact center provides high-quality greetings to your customers who appreciate the consistently professional start to each call. And, your representatives appreciate the relief from repeating the same greeting over and over throughout the day. Both of these tools enable your representatives to concentrate their energy and enthusiasm on your customers where it matters most. > Leverage Voice over IP to extend the reach of your contact center to your representatives in branches or home offices, while delivering increased flexibility and simplification to your business. All this can be done without overhauling or buying new communication infrastructures because our contact center solutions work with both circuit-switched and IP networks. This improves employee satisfaction and staff retention by addressing the needs of your geographically dispersed workforce. And, you build upon your current investment to reduce operating costs and lower your total cost of ownership. > Manage multiple contact centers as one using s high-performance network skill-based routing to further expedite customer call handling and increase productivity. A virtual contact center delivers exceptional customer service by routing calls to the best available representative, irrespective of location, ultimately answering calls faster.
<< > Adding s industryleading self-service applications to your customer contact center multiplies your customers access to information via the telephone. >...flexible systems provide sophisticated, fully scalable solutions for companies seeking to maximize productivity... > J < 5
Empower your contact center to build customer loyalty Because the Web is no longer just a wave of the future, multi-channel access is now essential for many of your customers. Failure to respond can result in significant loss of business. s Symposium Web Center Portal expands logically from your customer contact and self-service applications to support Web inquiries, scheduled callbacks, chat functions, e-mail and auto-response, Web page push and call collaboration via simultaneous voice and browser connections. You can create a blended contact center that assures multimedia contacts are delivered to the best available representative to increase contact center productivity. For supervisors and managers, this also means familiar interfaces, rules and reports, simplifying multimedia contact management. > The engaged business strategy includes everything you are doing today in contact centers and self-service and more. Multiply customer access with self-service options > Adding s industry-leading self-service applications to your customer contact center multiplies your customers access to information via the telephone. Touch-tone and speech self-service enable your customers to execute many transactions automatically without the intervention of service representatives. Whenever someone checks a bank account balance from a wireless phone or dials an airline s toll-free number for a flight s arrival time or confirms a stock quote by telephone, self-service is at work. By allowing customers to execute transactions online, self-service applications can reduce costs, increase revenue, enhance services to customers, decrease abandoned call rates and increase customer satisfaction and loyalty. Offer friendlier self-service using advanced speech Speech-enabled self-service solutions can personalize your customer experience, reduce the number of calls your customer representatives handle, increase overall system operating efficiency and dramatically enhance customer offerings by linking customers directly to your business. Communicating using speech rather than touchtone input creates a natural flow for users and can often increase their level of comfort. And, the easier and faster self-service is, the more people will use it reducing your operating costs because the average call length is shorter. s Advanced Speech Processing capabilities help you create the right solution. These include: > Large Vocabulary Recognition (LVR) with Natural Language Understanding (NLU) recognizes tens of thousands of words with high accuracy. LVR allows the automation of many different types of transactions, eliminating the need for complex and confusing navigation and reducing the time required for each interaction. 6
> Speaker Verification lets your business compare live speech samples to stored voice prints, allowing quick and accurate approval or denial of callers identities. For the high-volume call processing applications, where security needs are ever increasing, Speaker Verification enables self-service applications to use voice prints in place of or in conjunction with other means of authentication, such as touchtone PINS or passwords. > Advanced Text to Speech (TTS) converts ordinary text into intelligible speech. This technology communicates information to customers when possible selections include large numbers of items from databases that must be spoken to callers, or when a list of selections changes regularly. For example, this technology would be effective for an organization that needs to confirm street addresses of callers and whose database contains many thousands of different addresses. >>> offers you a choice when implementing self-service with three platforms available, depending upon your business requirements. The Media Processing Server (MPS) 500 is designed for small to medium-sized contact center environments. The Periphonics* VPS/is is a scalable modular architecture that grows from medium-sized to larger applications. The MPS 1000 is a carrier-class system designed for large enterprises and service provider environments. Actions speak louder than words. Build a sound customer contact and self-service foundation using these solutions. Your customers will notice the difference and keep coming back again and again. Gain strength with a powerhouse partner It s easy to see the opportunities unlocked by these applications. It s often less easy to understand how to embrace them. s first role is a catalyst for communication, helping our customers see the bigger picture. Partnering with brings you the strength and innovation of a communications powerhouse, a global leader whose expertise reaches far beyond customer contact and self-service. We pioneered the new high-performance intelligent Internet, and our wireless solutions now provide high-speed, anytime-anywhere access across the globe. s local Internet capabilities bring the speed and reliability of the high-performance Internet to the metro level, and our portfolio of customer contact and self-service solutions leverages all of these technologies to create seamless, loyalty-building customer interactions. s relationships with other industry leaders allow you to add leading-edge complementary capabilities to your customer contact and self-service solutions. Our alliances ensure the availability of compatible advanced network routing, workforce management, quality monitoring, predictive dialing, CRM and visual information solutions from world-class companies. For example, compatible work force management software can map employee skills and historical information, facilitating efficient employee schedule generation. This ensures effective customer service across all media types while actually reducing employee costs. s Developer Program promotes the availability of these types of innovative third-party solutions by actively supporting integration efforts with suppliers and developers worldwide. 7
Our professional services team is ready to help For assistance in creating and implementing a custom solution, you can call on our highly skilled Professional Services team. Around the globe, we can complement your in-house experts with professionals who have the in-depth technical knowledge and practical experience to turn your broad strategies into specific implementations. We are ready to assist you with every facet of customization, planning and project management. Our business consulting services include needs analysis; assessment of current processes and technologies; identification of management goals; step-by-step implementation plans and calculation of your investment payback. We can also help with application development and system integration, as well as implementation management through various milestones, including quality control, final testing and administrative training. Whatever the scope of your requirements telephone or on-site assistance, a traditional maintenance program, a customized test plan or comprehensive system design and integration services our Professional Services team has the resources to provide a complete, highly customized solution. Move beyond customer loyalty In the future, your success will depend upon strengthening relationships to move beyond loyalty with those customers that provide your business the maximum return on the relationship. We call this strategy the engaged business. An engaged business will combine contact centers, self-service and business applications in a new, cooperative way to deliver outstanding, personalized multimedia customer services, to appropriately prioritize and distribute the workload between people and automation and to seamlessly, easily and consistently manage it all. >> Your engaged business will effortlessly handle the exacting demands of your customers to strengthen relationships by initiating intelligent, timely and context-sensitive interactions. Your customers receive personalized, fast, effective, 24-hour service across all media whether by telephone, e-mail, fax, messaging, cellular phones, personal digital assistants or the Web. These unique, new services will engage your customers, making it difficult for them to consider giving their business to another company. Capitalizing on this approach will enable your company to become more flexible, dynamic and intuitive in creating incomparable competitive differentiation and ultimately maximizing Return on Engagement. The engaged business strategy includes everything you are doing today in contact centers and self-service and more. We have the expertise to assist when you apply this tactically so you can evolve your business by enhancing your existing solutions. You are able to leverage your current investment while receiving revolutionary benefits to your business. 8
The shortest route to competitive advantage In a world where every customer has endless choice and every competitor has global reach, your company s customer experience must be definitive. You must keep your customers coming back again and again. Customer loyalty is the competitive advantage in business today, and s versatile, comprehensive Customer Contact Solutions provide an extraordinary < foundation for your success. Staying competitive in the future will demand that you move beyond simple customer loyalty. Each customer interaction must be considered an opportunity for learning. Every customer need must be fully embraced. Trust must be built one interaction at a time, and profitability must be achieved through strong customer relationships. Our seamless integration creates stable and reliable solutions with uniform communication across all channels, improving performance and lowering overall costs. Our innovation puts you ahead of the crowd, and our support assures you stay there. You can keep your mind off technology and focus where it s most important your customers. The first step to deliver the definitive customer experience is to contact us. For more information on s Customer Contact Solutions, contact your local reseller or sales representative, call 1-800-4, or visit our Web site at www.nortel.com. For more information on our Professional Services, please call 1-800-4 (Express Routing Code: 1146) or e-mail rpqadmin@nortelnetworks.com. In other countries, contact the sales office nearest you, or visit us on the Web at www.nortel.com. 9
In the United States: 35 Davis Drive Research Triangle Park, NC 27709 USA In Canada: 8200 Dixie Road, Suite 100 Brampton, Ontario L6T 5P6 Canada In Caribbean and Latin America: 1500 Concorde Terrace Sunrise, FL 33323 USA In Europe: Maidenhead Office Park, Westacott Way Maidenhead Berkshire SL6 3QH UK In Asia Pacific: Level 5, 495 Victoria Avenue Chatswood, NSW 2067, Australia Phone: (61) 2 8870 5200 In Greater China: Sun Dong An Plaza, 138 Wang Fu Jing Street Beijing 100006, China Phone: (86) 10 6528 8877 is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world's most critical information. Serving both service provider and enterprise customers, delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world's greatest challenges. does business in more than 150 countries. For more information, visit on the Web at: www.nortel.com For more information, contact your representative, or call 1-800-4 NORTEL or 1-800-466-7835 from anywhere in North America. This is the Way. This is,, the logo, the Globemark and Symposium are trademarks of. All other trademarks are the property of their owners. Copyright 2004. All rights reserved. Information in this document is subject to change without notice. assumes no responsibility for any errors that may appear in this document. N N 1 0 1 7 8 4-0 5 1 7 0 4