To further drive the integration of communications and business processes, Nortel has announced 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. Building on ACE’s 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. ACE Release 2.0 also introduces a new global architecture to further enhance integration with IBM Lotus Sametime 8.0.2. 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).
Going further, Nortel has introduced Release v3.5 of its Media Processing Server (MPS), a Web-centric, IVR self-service system engineered for flexibility to meet the needs of diverse call centre environments.
Release v3.5 builds upon MPS’ 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 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 is a native SIP-based solution with tightly integrated UC capabilities and features. 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 centre workflows.
Updated Date: Jan 31, 2017 02:24:18 IST