Newcastle Building Society Boosts Customer Service with Nortel
(Thomson Reuters ONE) - Nortel Contact Center Links Sites and Reduces Waiting TimesLONDON, UNITED KINGDOM--(Marketwire - July 27, 2009) - NewcastleBuilding Society has selected Nortel(1) (OTCBB: NRTLQ) to provide anew virtual contact center to enhance communications between officelocations and improve customer satisfaction. The Nortel solution,based on unified communications technology, is helping NewcastleBuilding Society boost its award-winning customer service by furtherimproving responsiveness and reducing customer waiting times.Newcastle Building Society, with assets under management in excess ofPounds Sterling 5.09 billion, is the tenth largest and one of thestrongest mutual building societies in the UK. Since it wasestablished in 1861, the society has made customer service a toppriority. When the building society expanded to a new site on theoutskirts of Newcastle in June 2008, maintaining and enhancingcustomer satisfaction was a key consideration in selecting a newcommunications system. The new Nortel solution better connectsagents, improves productivity, while reducing operating costs."We encourage our customers to choose whichever contact method theyfeel most comfortable with or is most suitable for them, " said IanKilmartin, Third Party Services executive at Newcastle BuildingSociety. "Many customers find that even when operating their accountson line they like to have a phone number for convenience so wesearched for technology that could route customer calls to the rightagent straight away. The new solution from Nortel has only been livefor a few months but I can already see improvements and mostimportantly our customers can too."By connecting the new site with the central offices, the Nortelsolution ensures customers experience the same quality of service nomatter which office they are contacting. The solution also improvesthe call waiting times for many customers because if all lines arebusy in the contact center, the customer call is answered atsociety's central branch. In addition, customers can take advantageof a call back service allowing them to elect to be called back attheir preferred time instead of waiting to speak to an agent."Nortel's expertise in contact centers has served the NewcastleBuilding Society well in the past and we are very pleased to be ableto continue to help them secure the increasing levels of personalservice and satisfaction that their customers expect," said MarioDiMascio, vice president, Enterprise Sales, Northern Europe. "Withthe upgraded solution from Nortel, the society can benefit fromoptimized resources and greater reliability. In fact, the new contactcenter is already working well in the face of increased call volumessince its installation."Newcastle Building Society's call center, based on Nortel'sCommunication Servicer 1000 and Contact Center 6.0 solutions,includes Nortel Call Back to deliver enhanced self-servicecapabilities, built-in call analysis and a solid platform from whichthe customer can develop unified communications applications.About Nortel (in Administration)Nortel delivers communications capabilities that make the promise ofBusiness Made Simple a reality for our customers. Our next-generationtechnologies, for both service provider and enterprise networks,support multimedia and business-critical applications. Nortel'stechnologies are designed to help eliminate today's barriers toefficiency, speed and performance by simplifying networks andconnecting people to the information they need, when they need it.For more information, visit Nortel on the Web at www.nortel.com. Forthe latest Nortel news, visit www.nortel.com/news.Certain statements in this press release may contain words such as"could", "expects", "may", "anticipates", "believes", "intends","estimates", "targets", "envisions", "seeks" and other similarlanguage and are considered forward-looking statements or informationunder applicable securities legislation. These statements are basedon Nortel's current expectations, estimates, forecasts andprojections about the operating environment, economies and markets inwhich Nortel operates. These statements are subject to importantassumptions, risks and uncertainties, which are difficult to predictand the actual outcome may be materially different from thosecontemplated in forward-looking statements. For additionalinformation with respect to certain of these and other factors, seeNortel's Annual Report on Form10-K, Quarterly Reports on Form 10-Qand other securities filings with the SEC. Unless otherwise requiredby applicable securities laws, Nortel disclaims any intention orobligation to update or revise any forward-looking statements,whether as a result of new information, future events or otherwise.(1)Nortel, the Nortel logo and the Globemark are trademarks of NortelNetworks.Contacts:NortelGreta Brown44-1628-432968gretab(at)nortel.comNortelJody Prescott44-1628-434190jodyp(at)nortel.comwww.nortel.comThis announcement was originally distributed by Hugin. The issuer is solely responsible for the content of this announcement.
Datum: 27.07.2009 - 10:00 Uhr
Sprache: Deutsch
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