VIVO Enhances Customer Service with Nortel Next Generation Network Solutions28 July 2005
VIVO, the largest wireless operator in the Southern Hemisphere, has deployed a next generation network solution from Nortel* [NYSE/TSX: NT] to enhance the efficiency of its call centers, improve customer service and reduce operational costs.
VIVO is believed to be the first wireless operator in Brazil to implement Voice over IP (VoIP) technology in its network, a move which also helps to prepare for the launch of future mobile data and multimedia services to its customers.
"VIVO is committed to providing more flexible and accessible customer service to all of its subscribers," said Javier Rodrigues, vice president, technology, VIVO. "We selected Nortel based on its proven solutions and expertise in deploying VoIP networks. For VIVO, it was essential to choose a supplier that could deliver a next generation network with the reliability of a traditional voice infrastructure, the flexibility of an IP platform, and security as a priority."
Nortel has integrated VIVO's five major call centers serving customers throughout Brazil with the operator's CDMA2000* 1X wireless network using a robust VoIP solution that includes Nortel's Communication Server (CS) 2000 and Media Gateway (MG) 15000. This new platform is designed to allow VIVO to handle customer service requests more efficiently through increased capacity and flexible routing, significantly reducing wait-time and virtually eliminating lost calls. Call center integration has simplified network management, and is expected to help VIVO drive reduced operating costs.
"Once again, VIVO takes the lead in offering superior services to its subscribers," said Rodrigo Abreu, president, Nortel Brazil. "Nortel's leading VoIP solutions are designed to help innovative operators like VIVO to easily upgrade their infrastructure and deliver an enhanced communication experience to their customers by driving efficiency and reliability and providing a platform that will assist them in staying ahead of customer demand and rolling out sophisticated, wireless multimedia services."
Nortel's CS 2000 Superclass softswitch enables service providers to deliver the full suite of traditional voice services to business and residential customers on a packetized network, with voice and data sharing the same communications lines to provide more efficient and cost-effective use of existing transmission capacity.
The MG 15000, built on Nortel's Multiservice Switch platform, is an integral part of Nortel's carrier VoIP solution. It serves as a high density IP trunk gateway for global VoIP applications and can optionally provide multiservice data networking. The MG 15000 offers complete carrier-grade options for long distance, local exchange, wireless and cable operators.
Nortel ranked number one in the global markets for service provider softswitches and gateways for the entire year of 2004 and for the first quarter of 2005, according to Synergy Research Group. Nortel is providing VoIP and multimedia solutions to many of the world's leading service providers, including Bell Canada, Charter Communications, Cox Communications, OneConnect, Rogers Communications, SaskTel, Verizon, and VTR in Chile.
About VIVO
VIVO, a joint venture between Telefónica Móviles and Portugal Telecom, is the largest mobile service operator in Southern Hemisphere and tenth largest in the world, with more than 28 million customers in Brazil. The operator is the leader in the consumer segment and also the corporate segment, to which it provides solutions through its VIVO Empresas unit. VIVO's competitive differential is CDMA - the technology that is the basis for the third generation of mobile services worldwide, according to the International Telecommunication Union (ITU)-as well as the footprint and the modern and innovative nature of the voice and data services it provides, like broadband mobile Internet access, video streaming and other kinds of online communications.
About Nortel
Nortel is a recognized leader in delivering communications capabilities that enhance the human experience, ignite and power global commerce, and secure and protect the world's most critical information. Serving both service provider and enterprise customers, Nortel delivers innovative technology solutions encompassing end-to-end broadband, Voice over IP, multimedia services and applications, and wireless broadband designed to help people solve the world's greatest challenges. 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.
Source: noticias
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