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Overview: Northern Tool + Equipment provides more than 15,000 products to ""The guy who knows his way around the job site, garage and workbench."" The company wanted to improve customer service by enhancing call handling and contact center management. The Nortel Contact Center solution with Integrated Voice Response (IVR), CRM application integration and unified messaging is delivering skill-based call routing, customer self-service options, comprehensive management tools and seamless networking to reduce Northern Tool’s call handling time and improve customer service.
Networking and Unified Communications
IT managers face a difficult task in trying to offer robust services and applications while reducing IT costs and complexity. With unified communications, IT managers can...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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