"These announcements underscore Nortel's focus on delivering superior customer care solutions that not only simplify business process and application integration but also highlight Nortel's continued commitment to bring leading edge capabilities to our customers," said Ravi Chauhan, general manager, Communications Enabled Business Solutions, Nortel.

Key features of Contact Center 7.0 include:

• Open Interfaces -- In addition to the openness delivered by SIP, Contact Center 7.0 provides open Application Programming Interfaces using a Services Oriented Architecture (SOA), which enables integration of the contact center into a company's business applications and processes. With web service interfaces for queuing, Computer Telephony Integration (CTI), and database integration, a business can automate workflow between front and back office applications to remove tedious manual processes.