Nortel Networks

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 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 at For the latest Nortel news, visit

    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.

ots Originaltext: Nortel Networks
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