NetVision Improving Customer Service With Nortel
Contact Centre Solution AIRPORT CITY, Israel - NetVision Ltd., one of Israel's
leading Internet solutions providers, has deployed solutions from Nortel* [NYSE/TSX:
NT] for its new contact centres to deliver accurate, prompt service to its
business customers and consumers nationwide.
NetVision's new contact centre systems are making it possible for the company to
respond quickly to customer inquiries by promptly routing them to the most
appropriate of its 300 service agents with pop-up screens of account information
to personalize assistance. Minimizing customer wait times and unnecessary
referrals among agents helps enhance customer service and improve agent
productivity while eliminating network bottlenecks and reducing operational
costs.
"NetVision's new system from Nortel allows us to serve our large customer base
much more efficiently through a seamless operation of our contact centre sites,"
said Yuval Tzeiri, vice president, technology, NetVision.
"Everything pertaining to customer service is of exceptional importance to
NetVision because continuing commitment to excellence in service is a core focus
of our operations."
"By implementing Nortel's advanced and cost-effective solution, NetVision is not
only gaining flexibility for increased organizational efficiency, it is also
better equipped to add new features as its business requires," said Sorin Lupu,
president, Israel, Poland and South Eastern Europe Region, Nortel.
The Nortel Contact Centre solution integrates with the Nortel Contact Centre
Manager and the Nortel Communication Server 1000M platform to allow customer
service agents to build on NetVision's initiative to offer specially tailored
services designed to meet each customer's unique requirements. Implementation of
the enhanced call centre was completed by Nortel channel partner GlobCall and in
cooperation with Aspire A.S., a developer and integrator for Nortel.
Nortel has also upgraded NetVision's existing telephony system based on the
Nortel Communication Server 1000 solution, demonstrating the continued success
of the relationship between the two companies.
"Implementation of the project - one of the largest and most sophisticated in
the country - illustrates the successful, ongoing cooperation between the
companies," said Erez Aharoni, vice president, sales and business development,
GlobCall. "The current deployment joins a series of similar projects recently
performed by GlobCall using Nortel solutions."
The new system provided by Nortel enables NetVision to define the parameters
needed to promote smooth operation of the call centre, such as real-time
prioritization and call routing based on agent proficiency, subscriber
identification, workforce dynamics and more. The system is also designed to
provide instant account histories via pop-up screens. In addition, this solution
can offer insight as to the quality of service and level of performance.
The contact centre solution also includes Nortel CallPilot*, a unified messaging
application for businesses that combines voice mail, e-mail and fax messages
into a single mailbox accessible by phone or any browser-enabled PC; and Nortel
Telephony Manager, an advanced management application that provides an
integrated suite of management tools for configuration, control, and analysis.
Aspire implemented the SFDA PRO solution to provide full integration between
Nortel's CTI platform and NetVision's databases and software via Web services,
and the DialTone Dialer.
