DEDIC Selects Nortel, Wittel to Expand and Upgrade Contact Center
One of Brazilís Largest Call Center Companies Converges Voice and Data Communications with Nortel Technology
AUGUST 24, 2006 - S„o Paulo - DEDIC, a Portugal Telecom company and one of the five largest contact center companies in Brazil, is creating a state of the art contact center to support its business expansion through a new IP telephony network from Nortel [NYSE/TSX: NT]. The new network, being deployed by Nortel channel partner Wittel, makes it possible for DEDIC to cost-effectively expand its contact center outsourcing services to customers through the addition of 1,000 new agent positions. DEDIC is investing US$2 million on the first project phase.
Nortelís IP technology makes it possible for DEDIC to respond quickly to customer service requests through a range of multimedia services beyond telephony such as e-mail and web-based chat. Incoming calls to the center are also immediately routed to the most appropriate agent. The new IP telephony network includes anywhere, anytime mobility for agents and gives DEDIC the flexibility to expand quickly to meet increasing demand without major costs for additional network upgrades.
ďNortelís contact center solutions provides DEDIC with one of the most innovative and competitive cost-effective product on the market. These technologies are essential to ensuring DEDIC maintains its competitive edge as one of the largest calls centers in Brazil,Ē noted Juan Chico, president, Nortel Brazil.
ďInstead of deploying several contact centers we decided to create a central site with intelligent routing to reduce operational costsĒ said Miguel Cui, president, DEDIC. ďAmong all suppliers we contacted, Nortel was the one that best understood our needs both in terms of proposed solution and our cost limitations. Nortel and its partner Wittel also ensured the network will be deployed quickly without interrupting daily business activities.Ē
ďFor a contact center to maintain competitive advantage today, itís essential that access to information happens in real time. The Nortel solution we are deploying allows DEDIC to maintain the advantage of services being centralized through one management center,Ē said Carlos Louro, president, Wittel.
DEDICís new network includes Nortelís Communication Server 1000 (CS1000) and Nortelís Contact Center 6.0 (CC6.0) for skill-based routing. The deployment also includes Nortelís ERS 470 to ensure network capacity easily meets increased demand.
DEDIC is one of the largest Brazilian contact center companies, and ranks among the top five in the segment. It is owned by Portugal Telecom Group and was created in 2002 to strengthen the Groupís contact center business.
Wittel is a company that provides corporate communications and technology solutions, and is specialized in the Contact Center and Trading Floors fields with a strong presence in the financial, wireline and wireless telecommunications, and third-party contact center service provider segments. Wittel provides services ranging from design, deployment and maintenance for the solutions it offers.
Nortel is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the worldís most critical information. Our next-generation technologies, for both service providers and enterprises, span access and core networks, support multimedia and business-critical applications, and help eliminate todayís barriers to efficiency, speed and performance by simplifying networks and connecting people with information. 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 statements in this press release may contain words such as ďcouldĒ, ďexpectsĒ, ďmayĒ, ďanticipatesĒ, ďbelievesĒ, ďintendsĒ, ďestimatesĒ, ďtargetsĒ, ďenvisionsĒ, ďseeksĒ and other similar language and are considered forward-looking statements or information under applicable securities legislation. These statements are based on Nortelís 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. Further, actual results or events could differ materially from those contemplated in forward-looking statements as a result of the following (i) risks and uncertainties relating to Nortelís restatements and related matters including: Nortelís most recent restatement and two previous restatements of its financial statements and related events; the negative impact on Nortel and NNL of their most recent restatement and delay in filing their financial statements and related periodic reports; legal judgments, fines, penalties or settlements, or any substantial regulatory fines or other penalties or sanctions, related to the ongoing regulatory and criminal investigations of Nortel in the U.S. and Canada; any significant pending civil litigation actions not encompassed by Nortelís proposed class action settlement; any substantial cash payment and/or significant dilution of Nortelís existing equity positions resulting from the finalization and approval of its proposed class action settlement, or if such proposed class action settlement is not finalized, any larger settlements or awards of damages in respect of such class actions; any unsuccessful remediation of Nortelís material weaknesses in internal control over financial reporting resulting in an inability to report Nortelís results of operations and financial condition accurately and in a timely manner; the time required to implement Nortelís remedial measures; Nortelís inability to access, in its current form, its shelf registration filed with the United States Securities and Exchange Commission (SEC), and Nortelís below investment grade credit rating and any further adverse effect on its credit rating due to Nortelís restatements of its financial statements; any adverse affect on Nortelís business and market price of its publicly traded securities arising from continuing negative publicity related to Nortelís restatements; Nortelís potential inability to attract or retain the personnel necessary to achieve its business objectives; any breach by Nortel of the continued listing requirements of the NYSE or TSX causing the NYSE and/or the TSX to commence suspension or delisting procedures; (ii) risks and uncertainties relating to Nortelís business including: yearly and quarterly fluctuations of Nortelís operating results; reduced demand and pricing pressures for its products due to global economic conditions, significant competition, competitive pricing practice, cautious capital spending by customers, increased industry consolidation, rapidly changing technologies, evolving industry standards, frequent new product introductions and short product life cycles, and other trends and industry characteristics affecting the telecommunications industry; the sufficiency of recently announced restructuring actions, including the potential for higher actual costs to be incurred in connection with these restructuring actions compared to the estimated costs of such actions and the ability to achieve the targeted cost savings and reductions of Nortelís unfunded pension liability deficit; any material and adverse affects on Nortelís performance if its expectations regarding market demand for particular products prove to be wrong or because of certain barriers in its efforts to expand internationally; any reduction in Nortelís operating results and any related volatility in the market price of its publicly traded securities arising from any decline in its gross margin, or fluctuations in foreign currency exchange rates; any negative developments associated with Nortelís supply contract and contract manufacturing agreements including as a result of using a sole supplier for key optical networking solutions components, and any defects or errors in Nortelís current or planned products; any negative impact to Nortel of its failure to achieve its business transformation objectives; additional valuation allowances for all or a portion of its deferred tax assets; Nortelís failure to protect its intellectual property rights, or any adverse judgments or settlements arising out of disputes regarding intellectual property; changes in regulation of the Internet and/or other aspects of the industry; Nortelís failure to successfully operate or integrate its strategic acquisitions, or failure to consummate or succeed with its strategic alliances; any negative effect of Nortelís failure to evolve adequately its financial and managerial control and reporting systems and processes, manage and grow its business, or create an effective risk management strategy; and (iii) risks and uncertainties relating to Nortelís liquidity, financing arrangements and capital including: the impact of Nortelís most recent restatement and two previous restatements of its financial statements; any inability of Nortel to manage cash flow fluctuations to fund working capital requirements or achieve its business objectives in a timely manner or obtain additional sources of funding; high levels of debt, limitations on Nortel capitalizing on business opportunities because of credit facility covenants, or on obtaining additional secured debt pursuant to the provisions of indentures governing certain of Nortelís public debt issues and the provisions of its credit facilities; any increase of restricted cash requirements for Nortel if it is unable to secure alternative support for obligations arising from certain normal course business activities, or any inability of Nortelís subsidiaries to provide it with sufficient funding; any negative effect to Nortel of the need to make larger defined benefit plans contributions in the future or exposure to customer credit risks or inability of customers to fulfill payment obligations under customer financing arrangements; any negative impact on Nortelís ability to make future acquisitions, raise capital, issue debt and retain employees arising from stock price volatility and further declines in the market price of Nortelís publicly traded securities, or any future share consolidation resulting in a lower total market capitalization or adverse effect on the liquidity of Nortelís common shares. For additional information with respect to certain of these and other factors, see Nortelís Annual Report on Form10-K/A, Quarterly Report 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.
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