Nortel Adds Outbound, Security Technologies

Contact management and speech analytics provider SER Solutions announced today that Nortel will integrate its CPS Enterprise Edition solution into the Nortel Contact Center suite. The two companies formed a reseller/OEM Agreement under which Nortel will provide predictive outbound technology to its customers.

In implementing SER’s outbound abilities, Nortel Contact Center suite will be able to respond swiftly to call-back requests and be more proactive in reaching out to customers to solidify customer loyalty. Features include giving contact centers the ability to compartmentalize campaigns and dialing schedules based on business management strategies; making it easier to manage and update customer data; providing a common operating and administration client for all customer contacts; and integrating outbound calling to schedule call backs and automated responses.

This powerful synergy will extend the Nortel outbound capability to include predictive calling campaigns for a differentiated, responsive and personalized customer experience. The integrated solution suite will include a unified agent desktop, single administration of the system, real-time inbound and outbound statistics and unified historical reporting. Combining SER’s best-in-class outbound functionality with the Nortel Contact Center suite will enable organizations to quickly respond to call back requests, conduct proactive customer outreach programs to foster customer loyalty and retention, follow-up on sales to improve customer satisfaction, generate sales leads, as well as produce more revenue for the business through up selling and cross selling opportunities.

In a statement, SER Solutions president and CEO Joe Licata claimed this relationship with Nortel will bolster the global expansion of the CPS Enterprise Edition solution. "With improved management and agent productivity, contact centers will be able to easily respond to demands, thereby reducing costs and delivering a positive and consistent customer experience," Licata said.

Nortel also entered into a strategic partnership with SecureLogix todeliver voice security and management solutions to enterprise customers worldwide. Under the new sales and marketing agreement, Nortel and its resellers will market the SecureLogix ETM System and related voice security assessment and monitoring services as part of Nortel’s new Voice Security Services offering. The system protects enterprise telecom and data networks from telephony-borne threats such as denial-of-service, toll fraud, service abuse, harassing calls, unmonitored Internet use over phone lines, information theft and data leakage, phone-based identity theft, ‘vishing’ attacks, modem line back doors into the corporate LAN, voice/fax spam, and other unauthorized phone traffic and usage. Other services include the assessment of inefficient phone service configuration and resource utilization. These offerings are especially important as enterprises move to more Voice over Internet Protocol (VoIP) and unified communications solutions.

"This relationship was spurred by our customers," SecureLogix president Lee Sutterfield said in a statement. "Organizations are becoming more aware of the threats to their telephony systems and the critical need for dedicated voice network security and management solutions, particularly as they consider migration to VoIP/unified communications. Without comprehensive voice security technologies to ensure voice availability, quality of service, and confidentiality, broad deployment of VoIP and unified communications will not be realized."

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