Communication solutions provider Nortel, has enhanced its SIP Contact Center 6.0 solution with new capabilities that will enable organisations to improve their customer service through a wide range of communication choices.

The enhanced version will allow customers to interact with agents via video or start a call with one means of communication then change to another within the same session. Also, if a customer is waiting for agent assistance, information relevant to their inquiry can be pushed to them through web pages.

"Nortel's SIP Contact Center solution creates a breakthrough consumer experience by providing customers a range of methods through which they can receive support," said Dave Murashige, general manager, Multimedia Applications, Nortel. "It helps businesses drive ongoing competitive advantage by offering customers a multi-modal approach such as starting a call with voice, moving to video and using Instant Messaging at the same time. What once would have taken multiple sessions can now be done in one."

The solution will help customers get information faster when they access the contact center via the company's web site because they are automatically pushed a web page that references the information they need while they wait for an available agent.

Also, once they are speaking with an agent, expert advice is not limited to one agent. A virtual team of knowledge experts can collaborate via phone, web, email, chat, IM, or video.

Nortel's Contact Center 6.0, is a SIP-based multimedia contact center designed to be open and interface with any endpoints whether mobile, IP, SIP or TDM. It aims to offer a single architecture that would enable managers to adapt any contact center to meet diverse customer needs.