Nortel Networks Ushers in New eBusiness Era at www.nortelnetworks.com Integrates Web, Call Centers, Indirect and Direct Channels to Drive A New eBusiness Paradigm That Delivers Enhanced Customer Value
DALLAS, July 12 /PRNewswire/ - Nortel Networks (NYSE/TSE: NT) today ushered in a new era of eBusiness that will use the company's advanced web response, call center and personalization capabilities to seamlessly integrate marketing, sales and service for its customers and distribution channels. The first milestones of the breakthrough eBusiness capabilities are available at www.nortelnetworks.com.
We're creating a new eBusiness playing field for our customers, channels and suppliers,'' said Bill Conner, executive vice president, Marketing, Nortel Networks. ''We're using our breakthrough Internet capabilities to integrate the Web with call centers and direct and indirect channels. Virtual integration will deliver increased efficiencies and savings for both Nortel Networks and our customers.''
The new capabilities link Nortel Networks with registered online customers and more than 2000 distributors and resellers across North and South America and Europe. Channel partners in Asia and Latin America will be added later this year.
Until now eBusiness has been a very one-dimensional,'' said Phyllis Brock, vice president of Nortel Networks Web Business Organization. ''The only interface has been graphical and the only purchasing option was the vendor's site you are visiting. We've listened to our customers and are making customer interaction a multi-dimensional experience. With one click they will be able to speak to a customer representative or choose a Nortel Networks channel partner. We're combining the power of telephony and indirect channels with the efficiency and availability of the Internet.''
www.nortelnetworks.com links customers, suppliers, manufacturers, resellers, and distributors in a virtually integrated eBusiness model and demonstrates the power of the company's own Unified Network products. The site unifies telephony and data, public and private networks, and front and back-end infrastructures to provide a seamless, efficient customer experience - from researching product information to completing a purchase, tracking orders, and receiving technical support. At the site, visitors can also elect to receive personalized Nortel Networks news according to areas of interest.
www.nortelnetworks.com uses Nortel Networks breakthrough voice button technology. With one click, customers on the site can access a live customer representative - or have the representative contact the customer at a later time.
Providing customers with the ability to hit a button and immediately get to a customer service representative will be of tremendous value,'' said Gemma Paulo, research analyst at Cahners InStat Group. ''Nortel Networks' overall strategy appears to be aggressively addressing integration issues.''
As Nortel Networks continues to advance the site, capabilities will include:
- Automated tracking of web usage: Representatives will know exactly
where customers have been on the site, so customers won't have to
repeat details.
- Delivery of customized and highly targeted product information, based
on customer needs and buying habits.
- The ability to configure, quote, and purchase all of Nortel Networks'
approximately 48,000 products online.
- Common personalized registration to all site applications.
www.nortelnetworks.com engages indirect channels by seamlessly linking to reseller storefronts. Customers can research and configure products on the site and then based on their established relationship purchase from either Nortel Networks or a reseller. One click sends the customer to the appropriate authorized reseller's Internet storefront, offering customers a seamless connection to purchasing products. As a result, Enterprise customers will enjoy a seamless purchase experience, whether direct from Nortel Networks or through an authorized reseller.
Nortel Networks is building personalized extranets for its major customers that offer the ability to track orders, receive technical support, and learn about new product solutions. It has already developed more than 45 personalized extranets for customers and will develop more in response to customer demand. Large service providers and enterprise accounts will be directed to their account representative from their personalized extranet page.
The new site's capabilities can accelerate the selling cycle by giving our customers faster access to information and increased customer service and support,'' said Brock. ''It's a very customer-centric strategy, based on our extensive research and efforts to understand our customers' needs around the world.''
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