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TMCNet: Nortel: Nortel Debuts Latest Unified Communications Solution for Web 2.0 Customer Care Easy-to-Install Software Enables Real-Time, Round-the-Clock Self-Service with Voice, Video, IM and More

[August 19, 2008]

Nortel: Nortel Debuts Latest Unified Communications Solution for Web 2.0 Customer Care Easy-to-Install Software Enables Real-Time, Round-the-Clock Self-Service with Voice, Video, IM and More

(M2 PressWIRE Via Acquire Media NewsEdge)
RDATE:18082008

DALLAS - Nortel* [NYSE/TSX: NT] is expanding its unified communications
portfolio to give customer care centers the power to meet and exceed
expectations in the Web 2.0 world, where customers increasingly insist
on interacting with businesses regardless of time, device, or
application. With a new easy-to-install software solution - the Nortel
Interactive Communications Portal (ICP) - features such as IM, email
and click-to-call can be quickly added to self-service and speech
applications to expand service options beyond menu-driven interactive
voice response (IVR).

ICP also helps businesses manage the cost of enhancing customer
contact. Research shows, well-designed self-service solutions can
eliminate many unneeded agent interactions costing between $3 and $12
per call. By using technology like the ICP to provide customers with
the same information, businesses can realize significant savings with
reduced costs of 30 cents to $1 per call.

As a native, SIP-based platform, ICP fits directly into a business'
existing IP environment and can be installed with a few simple clicks
from a single DVD-ROM. No costly proprietary hardware is required, so
businesses can shrink the equipment footprint of their IVR systems and
speech applications to reduce facility needs, power consumption, and
demands on the environment.

Best of all, ICP goes beyond traditional self-service voice
capabilities to let users experience a variety of applications like
video and instant messaging all within the same transaction. The ICP
application framework also fits directly into a Services Oriented
Architecture such as the Nortel Agile Communication Environment to
enable faster delivery of innovative applications by reusing existing
services and pre-built code modules.

Suzette Bouzane Meadows, market development director at JAM IP**, a
leading contact center services organization in the United Kingdom,
said, "Nortel's ICP is a powerful, collaboration application which is a
valuable addition to our Contact Centre and Unified Communications
portfolios. We believe it will provide incredible value to our JAM IP
clients by giving them a broad range of choices for how they want to
interact with us."

"The collaborative qualities of unified communications are creating an
opportunity for businesses to touch more customers at less cost, to
build their loyalty through more compelling interaction, and to achieve
a strong competitive differentiation," said Ravi Chauhan, general
manager, Multimedia Applications, Nortel.

This software-only solution is built on Nortel's Media Application
Server, an advanced multimedia-processing platform that provides
extensive support for conferencing, messaging, and interactive
voice/video response features.

Nortel is transforming business communications with solutions that
orchestrate the powerful benefits of the Contact Center, Speech &
Self-Service, Unified Messaging, Multimedia Conferencing, and Expert
Anywhere solutions to let enterprises engage with customers in new
ways, helping businesses achieve greater customer loyalty and
competitive advantage.

To see the new ICP solution in action, visit Nortel's booth #-801 at
SpeechTek 2008**, August 18-20 in New York City. The European debut of
ICP will be take place at Call Centre Expo** in Birmingham in the
United Kingdom.

JAM IP

JAM IP is a leading contact centre services organisation specialising
in consulting, professional services, software development, systems
integration and managed services. JAM IP operates independently as a
Centre of Excellence within the KCOM Group and has delivered innovative
customer contact solutions for many organisations across the UK,
including Admiral Insurance, Teleperformance, Travelsphere, Ocado, and
Dial-a-Phone. JAM IP is part of the KCOM Group.

About Nortel

Nortel is a recognized leader in delivering communications capabilities
that make the promise of Business Made Simple a reality for our
customers. Our next-generation technologies, for both service provider
and enterprise networks, support multimedia and business-critical
applications. Nortel's technologies are designed to help eliminate
today's barriers to efficiency, speed and performance by simplifying
networks and connecting people to the information they need, when they
need it. Nortel does business in more than 150 countries around the
world. For more information, visit Nortel on the Web at www.nortel.com.
For the 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 similar language
and are considered forward-looking statements or information under
applicable securities legislation. These statements are based on
Nortel's current expectations, estimates, forecasts and projections
about the operating environment, economies and markets in which Nortel
operates. These statements are subject to important assumptions, risks
and uncertainties, which are difficult to predict and the actual
outcome may be materially different from those contemplated in
forward-looking statements. For additional information with respect to
certain of these and other factors, see Nortel's Annual Report on
Form10-K, Quarterly Reports on Form 10-Q and other securities filings
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.

**This is a 3rd party link as described in our Web linking practices.

CONTACT: Camille Beasley, Contact for Press and Analysts, Nortel
Tel: +1 972 684 2577
e-mail: camillbe@nortel.com

((M2 Communications Ltd disclaims all liability for information
provided within M2 PressWIRE. Data supplied by named party/parties.
Further information on M2 PressWIRE can be obtained at
http://www.presswire.net on the world wide web. Inquiries to
info@m2.com)).

Copyright ? 2008 M2 Communications Ltd.

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