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Nortel Launches Solutions For Business Process, Application Integration
Nortel Launches Solutions For Business Process, Application Integration
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| In addition to the ACE and MPS enhancements, Nortel is also announcing global availability of Contact Center 7.0.
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Friday, June 19, 2009:
Nortel has announced enhancements to its Agile Communication Environment and Media Processing Server, in addition to the upcoming global availability of Contact Center 7.0. Nortel’s Agile Communication Environment (ACE) is a next-generation software platform aimed at fueling business agility and productivity. With ACE, communications functionality like instant messaging, voice, video, location and presence can be quickly accessed via open Web Service interfaces. These capabilities can then be easily blended with business processes and tools such as customer relationship management, enterprise resource planning, GPS or WiFi asset tracking, and video monitoring to create powerful new applications.
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"The announcements today reflect Nortel’s continued dedication and drive to taking customers to the next level of business performance," said Ravi Chauhan, general manager, communications enabled business solutions, Nortel. "We understand that in today's environment customers are seeking the highest possible value in their investments to deliver tangible, financial returns on an in-year basis. Nortel’s solutions can deliver those financial benefits and lay the foundation for a business’ future success."
Building on ACE’s capabilities, Nortel is rolling out Release 2.0, which includes a Hot Desking application to provide single number access to employees on any type of phone in any location. Employers can use Hot Desking to lower real estate costs by as much as 25 per cent, reduce telecommunications costs for mobile employees by over 10 per cent, improve customer care, increase worker productivity and better prepare for emergencies, the company elaborates. This solution is claimed to be ideal for enterprises with multi-vendor telecom environments, as it integrates with a variety of third-party PBX systems.
A simple Web browser interface enables users to hot desk to any phone with a couple of clicks and a phone call. There is no need to log into a secure, corporate VPN first or to remember complex PBX remote call forwarding commands. Hot Desking is also not reliant on a VoIP-quality network, making it a low-cost alternative to a PC soft client.
ACE Release 2.0 also introduces a new global architecture to further enhance integration with IBM Lotus Sametime 8.0.2, broadening the application coverage of previously announced IBM Sametime integration for click-to-conference and enhanced presence capabilities. Additionally, Release 2.0 delivers support for the Microsoft Windows Server operating system and remote call control features for Microsoft Office Communications Server 2007 (R2 Standard and Enterprise Editions).
ACE continues to extend its purpose-built integration with third-party telephony vendors such as Cisco and Tandberg and now includes support for Avaya. Support for Siemens will be part of a future release. This latest release of ACE also brings a set of desktop tools for Microsoft Outlook and Internet Explorer to increase worker productivity.
In the coming months, Nortel will roll out a variety of new applications, telecom infrastructure adapters and platform features, including additional mobility support and IBM Lotus Notes integration.
As part of today’s announcement, Nortel is also introducing Release v3.5 of its Media Processing Server (MPS), a Web-centric, IVR self-service system engineered for power and flexibility to meet the needs of diverse call centre environments. This release signals the ongoing commitment to the Nortel MPS self-service platform, which is completely open, protected and scalable, according to the company.
Release v3.5 builds upon MPS’ rich natural language capabilities with support of the latest IBM and Nuance speech engines; VoiceXML, to provide an environment for accelerating application development; and expanded third-party integration support into Avaya AES. MPS supports TDM or IP networks without costly re-engineering of existing data and telephony infrastructure. MPS v3.5 can be installed in current MPS 3.0 environments with a simple software upgrade.
In addition to the ACE and MPS enhancements, Nortel is also announcing global availability of Contact Center 7.0 on 30 June 2009.
Contact Center 7.0 is a native SIP-based solution with tightly integrated unified communications capabilities and hundreds of new features to help businesses drive efficiencies, reduce operating expenses and provide better customer service. It leverages a Service Oriented Architecture and includes features such as open interfaces, predictive outbound dialling and a service creation environment drag-and-drop graphical user interface for quickly orchestrating contact centre workflows. |
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