Nortel Rolls Out New Solutions for Business Process and Application Integration
Nortel continues to drive the integration of communications and business processes with advanced services and software-based solutions that expand the array of applications and capabilities available to enterprises, while supporting more multi-vendor environments. The company is announcing 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.
Building on ACE's leading 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 percent, reduce telecommunications costs for mobile employees by over 10 percent, improve customer care, increase worker productivity, and better prepare for emergencies. This solution is 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. Employees also win as higher morale associated with flexible working options is often cited in workplace surveys.
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.
ACE was recently named a TMC 2008 Communications Solutions Product of the Year ** for excellence in the advancement of voice, data, and video applications. Internet Telephony also crowned the ACE with a 2008 Product of the Year award for outstanding innovation.
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 center environments. This release signals the ongoing commitment to the Nortel MPS self-service platform, which is completely open, protected and scalable.
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 June 30.
"Contact Center 7.0 provides greater efficiency through its enhanced security and redundancy features," said Jim Bradley, director, Network Services, Palm Coast Data ,** an industry leader in magazine fulfillment. "The new security features enable us to more effectively meet compliance requirements, saving time and money."
Florida-based Palm Coast Data has been trialing Contact Center 7.0 and it is helping them address stringent, auditable data protection requirements associated with Payment Card Industry compliance by removing credit card details from emails to protect the security and confidentiality of customer information.
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 dialing, and a service creation environment drag-and-drop graphical user interface for quickly orchestrating contact center workflows.
"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 of 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."