Nortel Network Case Study: Juan Valdez - Cafe de Colombia
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Overview: Juan Valdez is the face of the Federacion Nacional de Cafeteros de Colombia (The National Federation of Colombian Coffee Growers) and Cafe de Colombia. The Federation needed an advanced contact center solution that could handle thousands of calls and route them efficiently, making sure that all callers receive prompt service and the complete information that they were looking for. Pro-cibernetica S.A., a Nortel Advantage Partner in Colombia and provider of enterprise solutions, teamed up with Nortel and deployed the MPS 500 for the Federation. The Nortel MPS 500 improves contact center efficiency by automating routine requests and freeing agents for more complex enquiries.