New Nortel out there, old Nortel in Brazil

A pair of pieces of news from communications solutions provider Nortel to start the week off…

First up is the release of Nortel Contact Recording and Nortel Quality Monitoring solutions. Nortel’s Nortel Contact Recording and Nortel Quality Monitoring suite, developed in tandem with Witness Systems, seek to allow businesses to record and monitor customer interaction so that more information can be captured for each customer. The products represent the latest upgrade to the Nortel VoIP line.

The products can be deployed independently or with the Nortel Contact Center solution and seek to provide recording and archiving of all contacts to help customers with regulatory compliance. The Nortel Contact Recording and Nortel Quality Monitoring suite attempts to capture interaction in IP and traditional telephony environments. The suite is controlled and administered through a single user interface across an entire enterprise.

Meanwhile, Nortel’s still looking good in Brazil, as Voxline has announced the creation of a contact center to support its business expansion initiatives and will implement a new IP telephony network from Nortel. The network is expected to be operating by the end of 2006, and is to be deployed by Nortel channel partner Wittel.

In theory, the network will make possible Voxline’s cost-effective expansion of contact center outsourcing services to customers through the addition of 800 new agent positions. Voxline’s new network includes Nortel’s Communication Server 1000 (CS1000M) and Nortel’s Contact Center 6.0 (CC6.0) for skill-based routing. The deployment also includes Nortel’s ERS8600 for the core of the networking and ER 470 to ensure network capacity meets demand.

Voxline Contact Center is part of AlSaraiva Empreendimentos, a company that has been an industry player for more than twenty years in the real estate, marketing, advertising, engineering, general services and trade market. Voxline was created specifically to meet market demand for telemarketing services.

Wittel is a company that provides corporate communications and technology solutions, and specializes in the contact center and trading floors fields. Wittel also does business in the financial, wireline and wireless telecommunications markets, and third-party contact center service provider segments.

Nortel is a leader in communication capability technologies for service providers and enterprises. Nortel does business in more than 150 countries.