Nortel Network Case Study: Northern Tool + Equipment

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Source: Nortel Networks

Date: January 2008

Type: White Paper

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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.

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