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IKEA Support Gets Easier with Nortel Contact Center 6.0

IKEA in the UK has deployed contact center technology from Nortel, in a bid to speed the resolution of customer requests seamlessly across telephone, email and Web multimedia applications. IKEA will put to use the multimedia capabilities of the Nortel solution that is expected to resolve more inquiries in less time than with a traditional system. In addition, IKEA now has the capability to run outbound campaigns.

“To remain competitive, it’s essential for organizations like IKEA to raise service levels and adapt to how customers may want to communicate with them. Nortel’s contact center solution allows IKEA to meet this challenge head on and remove barriers of distance by giving agents the flexibility and agility to handle customer requests anytime, anywhere.”, said Roxann Swanson, vice president and general manager, Multimedia Applications, Nortel.

Nortel’s Contact Center 6.0, a key component of the Expert Anywhere Contact solutions, is a SIP-based multimedia contact center which offers a single architecture that enables managers to quickly adapt any contact center to meet diverse customer needs. In addition to the Contact Center 6.0 solution IKEA is also deploying Nortel’s Communication Server (CS) 1000 IP PBX platform, another component of the Expert Anywhere Solution.


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