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FTI Touristik Reduces Costs with Virtual Contact Center Based on Nortel Technology

Frankfurt, Germany (ots/PRNewswire)

German tour operator Frosch
Touristik GmbH (FTI) has set up an IP-based  telephony and contact
center network using solutions from Nortel(x)  (NYSE: NT , TSX: NT).
The Nortel solutions improve the efficiency of FTI's  customer
service by connecting its four locations into a virtual contact
center environment where each call is directed quickly to the most
appropriate agent regardless of their location.
"By switching to a single network for all our communication needs
we  have been able to reduce the operating costs for our telephony
system by 25  percent within six months," said Frank Hobrecht, head
of IT Systems at FTI.  "We selected Nortel's IP Contact Center
solution because its flexibility  and cost savings didn't sacrifice
the kind of high performance that is  critical for handling extremely
high volumes of calls quickly."
In addition to 270 travel agencies and a number of websites FTI
also  operates the TV travel shopping channel sonnenklar.tv.
Thousands of calls  are often received while the show is on the air
and its new IP technology  from Nortel ensures fast, efficient
response by contact center agents to  help build higher customer
satisfaction.
"FTI can securely develop its services and rest assured that its
communication platform will be ready to support the company's
strategic  objectives well into the future," said Michael Sicklinger,
Key Account  Manager, Nortel.
FTI's new, IP-based infrastructure was integrated seamlessly with
the  company's existing network and in part, replaces existing
systems. It  consists of the Nortel Communication Server 1000, the
Nortel Contact Center  software suite, IP telephones and softphones.
The company has also opted  for the Nortel Software Release
Subscription Service (SRS) which provides a  guaranteed price per
user to cover all upgrade costs for the next five  years. Around 200
employees at the FTI contact center in Munich, plus an  additional
500 users at other locations, are benefiting from the new
technologies. For example, the company's field sales staff can call
the  company at any time using a VPN connection and an IP softphone
to access  all telephony functions regardless of location.
To further improve customer loyalty, FTI now plans to make use of
additional contact center platform functions such as fully
integrating the  customer database to reduce response times in the
contact center and allow  agents to handle customer requirements
faster.
About FTI
With offerings for more than 60 destinations across all five
continents FTI Frosch Touristik GmbH is one of the leading German
tour  operators. Based in Munich, the company employs more than 1,000
people  worldwide. FIT is also present in Austria and Switzerland.
Besides a  comprehensive offering of holiday packages and individual
travel  arrangements, AIR-MARITIME Cruises, hired car broker DriveFTI
and Germany's  largest organiser of language tours LAL Sprachreisen
complete the portfolio  of FTI. Additionally FTI exclusively markets
the holiday resorts of the  Italian travel business Valtur in the
German speaking countries. Moreover  last-minute travel agency
5vorFlug, consolidator FTI-Ticketshop and the  Touristik
Vertriebsgesellschaft mbH (TVG), operating travel agencies on its
own and franchised, belong to FTI.
About Nortel
Nortel is a recognized leader in delivering communications
capabilities that enhance the human experience, ignite and power
global  commerce, and secure and protect the world's most critical
information. Our  next-generation technologies, for both service
providers and enterprises,  span access and core networks, support
multimedia and business-critical  applications, and help eliminate
today's barriers to efficiency, speed and  performance by simplifying
networks and connecting people with information.  Nortel does
business in more than 150 countries. For more information,  visit
Nortel on the Web atwww.nortel.com. For the latest Nortel news,
visit www.nortel.com/news.
Certain statements in this press release may contain words such as
"could", "expects", "may", "anticipates", "believes", "intends",
"estimates ", "targets", "envisions", "seeks" and other similar
language and are  considered forward-looking statements or
information under applicable  securities legislation. These
statements are based on Nortel's current  expectations, estimates,
forecasts and projections about the operating  environment, economies
and markets in which Nortel operates. These  statements are subject
to important assumptions, risks and uncertainties,  which are
difficult to predict and the actual outcome may be materially
different. Further, actual results or events could differ materially
from  those contemplated in forward-looking statements as a result of
the  following (i) risks and uncertainties relating to Nortel's
restatements and  related matters including: Nortel's most recent
restatement and two  previous restatements of its financial
statements and related events; the  negative impact on Nortel and NNL
of their most recent restatement and  delay in filing their financial
statements and related periodic reports;  legal judgments, fines,
penalties or settlements, or any substantial  regulatory fines or
other penalties or sanctions, related to the ongoing  regulatory and
criminal investigations of Nortel in the U.S. and Canada;  any
significant pending civil litigation actions not encompassed by
Nortel's proposed class action settlement; any substantial cash
payment  and/or significant dilution of Nortel's existing equity
positions resulting  from the finalization and approval of its
proposed class action settlement,  or if such proposed class action
settlement is not finalized, any larger  settlements or awards of
damages in respect of such class actions; any  unsuccessful
remediation of Nortel's material weaknesses in internal  control over
financial reporting resulting in an inability to report  Nortel's
results of operations and financial condition accurately and in a
timely manner; the time required to implement Nortel's remedial
measures;  Nortel's inability to access, in its current form, its
shelf registration  filed with the United States Securities and
Exchange Commission (SEC), and  Nortel's below investment grade
credit rating and any further adverse  effect on its credit rating
due to Nortel's restatements of its financial  statements; any
adverse affect on Nortel's business and market price of its  publicly
traded securities arising from continuing negative publicity  related
to Nortel's restatements; Nortel's potential inability to attract  or
retain the personnel necessary to achieve its business objectives;
any  breach by Nortel of the continued listing requirements of the
NYSE or TSX  causing the NYSE and/or the TSX to commence suspension
or delisting  procedures; (ii) risks and uncertainties relating to
Nortel's business  including: yearly and quarterly fluctuations of
Nortel's operating results;  reduced demand and pricing pressures for
its products due to global  economic conditions, significant
competition, competitive pricing practice,  cautious capital spending
by customers, increased industry consolidation,  rapidly changing
technologies, evolving industry standards, frequent new  product
introductions and short product life cycles, and other trends and
industry characteristics affecting the telecommunications industry;
the  sufficiency of recently announced  restructuring actions,
including the potential for higher actual costs to  be incurred in
connection with these restructuring actions compared to the
estimated costs of such actions and the ability to achieve the
targeted  cost savings and reductions of Nortel's unfunded pension
liability deficit;  any material and adverse affects on Nortel's
performance if its  expectations regarding market demand for
particular products prove to be  wrong or because of certain barriers
in its efforts to expand  internationally; any reduction in Nortel's
operating results and any  related volatility in the market price of
its publicly traded securities  arising from any decline in its gross
margin, or fluctuations in foreign  currency exchange rates; any
negative developments associated with Nortel's  supply contract and
contract manufacturing agreements including as a result  of using a
sole supplier for key optical networking solutions components,  and
any defects or errors in Nortel's current or planned products; any
negative impact to Nortel of its failure to achieve its business
transformation objectives; additional valuation allowances for all or
a  portion of its deferred tax assets; Nortel's failure to protect
its  intellectual property rights, or any adverse judgments or
settlements  arising out of disputes regarding intellectual property;
changes in  regulation of the Internet and/or other aspects of the
industry; Nortel's  failure to successfully operate or integrate its
strategic acquisitions, or  failure to consummate or succeed with its
strategic alliances; any negative  effect of Nortel's failure to
evolve adequately its financial and  managerial control and reporting
systems and processes, manage and grow its  business, or create an
effective risk management strategy; and (iii) risks  and
uncertainties relating to Nortel's liquidity, financing arrangements
and capital including: the impact of Nortel's most recent restatement
and  two previous restatements of its financial statements; any
inability of  Nortel to manage cash flow fluctuations to fund working
capital  requirements or achieve its business objectives in a timely
manner or  obtain additional sources of funding; high levels of debt,
limitations on  Nortel capitalizing on business opportunities
because of credit facility covenants, or on obtaining additional
secured  debt pursuant to the provisions of indentures governing
certain of Nortel's  public debt issues and the provisions of its
credit facilities; any  increase of restricted cash requirements for
Nortel if it is unable to  secure alternative support for obligations
arising from certain normal  course business activities, or any
inability of Nortel's subsidiaries to  provide it with sufficient
funding; any negative effect to Nortel of the  need to make larger
defined benefit plans contributions in the future or  exposure to
customer credit risks or inability of customers to fulfill  payment
obligations under customer financing arrangements; any negative
impact on Nortel's ability to make future acquisitions, raise
capital,  issue debt and retain  employees arising from stock price
volatility and  further declines in the market price of Nortel's
publicly traded securities , or any future share consolidation
resulting in a lower total market  capitalization or adverse effect
on the liquidity of Nortel's common shares . For additional
information with respect to certain of these and other  factors, see
Nortel's Annual Report on Form 10-K/A, Quarterly Report on  Form 10-Q
and other securities filings with the SEC. Unless otherwise  required
by applicable securities laws, Nortel disclaims any intention or
obligation to update or revise any forward-looking statements,
whether as a  result of new information, future events or otherwise.
(x) Nortel, the Nortel logo and the Globemark are trademarks of
Nortel  Networks.

Contact:

For further information: Sabine Werb, +49-69-6697-1906,
sabine.werb@nortel.com; Angelika Kempf, +44-1628-43-7340,
angelika.kempf@nortel.com/

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