InfoTech Says Nortel Networks Tops in U.S. Contact Center Shipments for 2002

NORWICH, VT - Nortel Networks was No. 1 in contact center shipments to the United States for 2002, according to InfoTech, an industry researcher. InfoTech's research found that Nortel Networks was the leader in total call center agent positions shipped to the United States with a 38.5 percent share. Nortel Networks was also the leader in U.S. shipments of single call center systems supporting more than 40 agents, and both systems and agent positions shipments of systems for more than 400 agents, according to InfoTech. "Nortel Networks continues to boost its position in medium-to-large call centers with its Symposium solutions," said Frank Stinson, senior analyst, InfoTech. "Shipments to new call centers with greater than 75 agents increased 18 percent in 2002, more than twice the rate of the market as a whole." "As part of our 'One network. A world of choice.' enterprise vision, we are providing our customers with practical solutions to help them drive improved productivity, and to help them accomplish their businesses objectives," said Roxann Swanson, vice president and general manager, contact center and self-service solutions, Nortel Networks. "We continue to build momentum in this market by allowing our customers to better engage their customers, enhancing the overall customer experience."
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