• UC in the Contact Center -- With Contact Center 7.0 and Microsoft OCS integration, it is easy for customers to interact with a business using various modes of communication. This unique integration provides a single, unified agent desktop interface for inbound/outbound voice, email, web chat, and instant messaging. For example, Contact Center 7.0 can intelligently route customer contacts to available agents using SIP-based presence. Agents can also use presence to quickly determine which of their experts is available to help with a customer request, enabling first contact resolution.

• Predictive Outbound Dialing -- Typically provided as a separate application, Nortel has fully integrated this technology within Contact Center 7.0 to improve the efficiency of agents by allowing the system to intelligently predict when an agent will become available and place an outbound call to coincide with their availability. And, because it is integrated with Contact Center 7.0, reporting and management are seamless.

• Service Creation Environment (SCE) -- Contact Center 7.0 also features a graphical 'drag and drop' tool that takes the work out of contact center and self-service workflow creation. With SCE, the workflow orchestration between different applications is simplified using open, web services interfaces, which reduces the cost and speed of deployment. Nortel estimates use of this tool to be five times faster than traditional workflow creation methods.

• Services -- Contact Center 7.0 solution is complemented by an enhanced set of new services spanning all aspects of contact center operations. These include: Consulting and Design; Development and Customization; Implementation and Integration; Manage and Maintenance; and Optimization services.