Nortel Selects Witness Systems For Enhanced Contact Center Capabilities; Solution Provides Recording, Monitoring Capabilities to
September 20 2005 - 9:00AM
Business Wire
Nortel (NYSE:NT)(TSX:NT) has teamed with Witness Systems
(Nasdaq:WITS) to deliver improved capabilities to Nortel's
award-winning Contact Center solution. The new suite of services is
designed to drive competitive advantage by providing faster, more
efficient responses to customer needs. "The strategic OEM
relationship between Nortel and Witness Systems blends leading
contact center communications technologies with advanced contact
recording and quality monitoring products to create an integrated
solution delivering world-class performance optimization
capabilities," said Blair Pleasant, president and principal
analyst, COMMfusion, a market research firm. "The ability to infuse
contact centers with a new depth of customer knowledge that makes
each interaction as meaningful and productive as possible is a
powerful tool for driving competitive advantage," said Malcolm
Collins, president, Enterprise Networks, Nortel. "The Nortel and
Witness Systems relationship delivers greater choice for our
customers, allowing them to deploy multimedia, SIP-based contact
center capabilities regardless of whether they have deployed an IP,
traditional telephony or hybrid infrastructure." The new Nortel
Contact Recording and Nortel Quality Monitoring suite jointly
developed with Witness Systems allows more information to be
captured for each customer. The new suite can be deployed
independently or with the Nortel Contact Center solution
(http://products.nortel.com/go/product_content.jsp?parId=0&segId=0&cat
Id=-9190&prod_id=9381&locale=en-US), (Due to its length,
this URL may need to be copied/pasted into your Internet browser's
address field. Remove the extra space if one exists.) and provides
recording and archiving of all calls to help customers with
regulatory compliance. This is particularly important in the
financial sector, for example, to quickly confirm that trades and
transactions were executed properly. Further, monitoring the
interactions of all agents helps identify areas for improvement
that can be highlighted in employee training. The new suite is
designed to reduce costs and drive differentiation by using
customer interactions to maximize revenue, increase customer
loyalty, and obtain valuable intelligence and competitive insight.
The relationship is also expected to allow Nortel to leverage
Witness Systems' experience and proven quality monitoring and IP
recording technologies. "We're very pleased to be working closely
with Nortel," said Dave Gould, chief executive officer, Witness
Systems. "Their confidence in selecting us for this strategic
relationship is strong validation of our technology and market
leadership in the exciting world of VoIP." "Our jointly developed,
software-only solution with Nortel provides forward-thinking
companies a powerful combination to improve the performance of
their customer service," Gould said. "The offering is more
efficient, less expensive to maintain, and offers a single point of
administration - all of which lead to a lower total cost of
ownership. It allows for a phased evolution from traditional
telephony to advanced IP capabilities that protect a company's
investment." About Witness Systems Witness Systems (Nasdaq:WITS) is
a leading global provider of workforce optimization software and
services. The company's solutions - which play a strategic role in
the customer interaction centers of Global 2000 and small- and
medium-sized businesses (SMBs) worldwide - also are deployed in IP
Telephony and back office environments, and throughout the extended
enterprise, including branch offices. Witness Systems' software is
comprised of quality monitoring, compliance, high-volume and IP
Telephony recording solutions, as well as workforce management,
actionable learning and performance management applications. The
company's solutions enable organizations to optimize their people,
processes and technology throughout the enterprise. Witness
Systems' customers benefit from an integrated business consulting,
implementation and training methodology that supports a rapid
deployment, enabling them to drive revenue, reduce operational
costs, and achieve greater customer retention and loyalty. For
additional information about Witness Systems, visit
www.witness.com. About Nortel Nortel is a recognized leader in
delivering communications capabilities that enhance the human
experience, ignite and power global commerce, and secure and
protect the world's most critical information. Serving both service
provider and enterprise customers, Nortel delivers innovative
technology solutions encompassing end-to-end broadband, Voice over
IP, multimedia services and applications, and wireless broadband
designed to help people solve the world's greatest challenges.
Nortel does business in more than 150 countries. For more
information, visit Nortel on the Web at www.nortel.com. For the
latest Nortel news, visit www.nortel.com/news. Certain information
included in this press release is forward-looking and is subject to
important risks and uncertainties. The results or events predicted
in these statements may differ materially from actual results or
events. Factors which could cause results or events to differ from
current expectations include, among other things: the outcome of
regulatory and criminal investigations and civil litigation actions
related to Nortel's restatements and the impact any resulting legal
judgments, settlements, penalties and expenses could have on
Nortel's results of operations, financial condition and liquidity,
and any related potential dilution of Nortel's common shares; the
findings of Nortel's independent review and implementation of
recommended remedial measures; the outcome of the independent
review with respect to revenues for specific identified
transactions, which review will have a particular emphasis on the
underlying conduct that led to the initial recognition of these
revenues; the restatement or revisions of Nortel's previously
announced or filed financial results and resulting negative
publicity; the existence of material weaknesses in Nortel's
internal control over financial reporting and the conclusion of
Nortel's management and independent auditor that Nortel's internal
control over financial reporting is ineffective, which could
continue to impact Nortel's ability to report its results of
operations and financial condition accurately and in a timely
manner; the impact of Nortel's and NNL's failure to timely file
their financial statements and related periodic reports, including
Nortel's inability to access its shelf registration statement filed
with the United States Securities and Exchange Commission (SEC);
ongoing SEC reviews, which may result in changes to Nortel's and
NNL's public filings; the impact of management changes, including
the termination for cause of Nortel's former CEO, CFO and
Controller in April 2004; the sufficiency of Nortel's restructuring
activities, including the work plan announced on August 19, 2004 as
updated on September 30, 2004 and December 14, 2004, including the
potential for higher actual costs to be incurred in connection with
restructuring actions compared to the estimated costs of such
actions; cautious or reduced spending by Nortel's customers;
increased consolidation among Nortel's customers and the loss of
customers in certain markets; fluctuations in Nortel's operating
results and general industry, economic and market conditions and
growth rates; fluctuations in Nortel's cash flow, level of
outstanding debt and current debt ratings; Nortel's monitoring of
the capital markets for opportunities to improve its capital
structure and financial flexibility; Nortel's ability to recruit
and retain qualified employees; the use of cash collateral to
support Nortel's normal course business activities; the dependence
on Nortel's subsidiaries for funding; the impact of Nortel's
defined benefit plans and deferred tax assets on results of
operations and Nortel's cash flow; the adverse resolution of class
actions, litigation in the ordinary course of business,
intellectual property disputes and similar matters; Nortel's
dependence on new product development and its ability to predict
market demand for particular products; Nortel's ability to
integrate the operations and technologies of acquired businesses in
an effective manner; the impact of rapid technological and market
change; the impact of price and product competition; barriers to
international growth and global economic conditions, particularly
in emerging markets and including interest rate and currency
exchange rate fluctuations; the impact of rationalization and
consolidation in the telecommunications industry; changes in
regulation of the Internet; the impact of the credit risks of
Nortel's customers and the impact of customer financing and
commitments; stock market volatility generally and as a result of
acceleration of the settlement date of Nortel's forward purchase
contracts; negative developments associated with Nortel's supply
contracts and contract manufacturing agreements, including as a
result of using a sole supplier for a key component of certain
optical networks solutions; the impact of Nortel's supply and
outsourcing contracts that contain delivery and installation
provisions, which, if not met, could result in the payment of
substantial penalties or liquidated damages; any undetected product
defects, errors or failures; and the future success of Nortel's
strategic alliances. For additional information with respect to
certain of these and other factors, see the most recent Annual
Report on Form 10-K and Quarterly Report on Form 10-Q filed by
Nortel with the SEC. Unless otherwise required by applicable
securities laws, Nortel disclaims any intention or obligation to
update or revise any forward-looking statements, whether as a
result of new information, future events or otherwise. Nortel, the
Nortel logo and the Globemark are trademarks of Nortel Networks.
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