IVR

In recent years Nortel (News - Alert) has extended its market share leadership in the Interactive Voice Response (IVR) space in India, and as a result the company was honored this week with the 2008 Frost & Sullivan (News - Alert) Market Leadership Award for its IVR solution in the Contact Center Application category.

 

The Frost & Sullivan Market Leadership Awards are presented to companies that demonstrate best practices in their industry, commending the diligence, commitment, and innovative business strategies required to advance in the global marketplace, according to Girish Trivedi, head Indian ICT practice, Frost & Sullivan.

 

"The Frost & Sullivan Awards seek to recognize companies that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance across India. Nortel has clearly established itself as the leader in the IVR market segment in India," said Trivedi.

 

In fact, Nortel's Contact Center products in India have provided customers the ability to do business with enterprises consistently and seamlessly, using whichever communications medium the customer chooses.

 

"Nortel Customer Contact Solutions, one of the industry's broadest customer service portfolios, enables enterprises to engage with customers in new ways, helping businesses achieve greater customer loyalty and outstanding competitive advantage,” said Ashish Dhawan, country manager of Enterprise at Nortel India.

 

The IVR solutions also provide the enterprise space with blended multimedia capabilities and outbound calling campaigns that utilize existing TDM investments or powerful converged IP infrastructures, businesses have the advantage of choosing their optimum deployment approach, according to Dhawan.

 

“The collaborative qualities of Web 2.0 are creating an opportunity for businesses to deliver a unique customer experience. And customers throughout India and worldwide are telling us how that experience is resulting in tangible business benefits and bottom line gains," said Dhawan.

 

The awards are presented every year by Frost & Sullivan to companies that have made outstanding contributions to their respective industries or have achieved a competitive or customer-based leading position in the market.