Nortel Network Case Study: The Timken Company
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Overview: Timken Company is a leading global manufacturer of friction management and power transmission products and services. As part of a comprehensive ""Extreme makeover"" to plan and deploy high-impact network integration and convergence at multiple levels, Timken partnered with Nortel to establish a virtual contact center across branch offices in the United States and in Canada. The Nortel Contact Center solution has created the ability for Timken to handle customer and supplier calls virtually anywhere. The Nortel Virtual Contact Center maximizes agent productivity and improves responsiveness to customers.