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Cloud Call Center Community Featured Article

TMCNet: Nortel: Nortel Contact Center Solution Enhances Astro's Customer Responsiveness Solution Enables Astro's Customer Service to Handle All Subscriber Contact Methods Simultaneously

[November 12, 2008]

Nortel: Nortel Contact Center Solution Enhances Astro's Customer Responsiveness Solution Enables Astro's Customer Service to Handle All Subscriber Contact Methods Simultaneously

(M2 PressWIRE Via Acquire Media NewsEdge)
RDATE:12112008

KUALA LUMPUR - Subscribers to Astro, the sole operator of
direct-to-home satellite pay television service in Malaysia, are
enjoying faster, more effective customer service through a Nortel*
[NYSE/TSX: NT ] contact centre solution that enables contact with the
company via email, fax as well as telephone.

Astro's businesses are spread across Malaysia, Indonesia and Brunei. It
has more than two million satellite TV customers and eight FM radio
stations in Malaysia. Increasing competition and a broadening product
portfolio have required Astro to provide a single point of contact for
customer service. Nortel's contact centre solution provides Astro's
customer support with unified messaging capabilities to break down the
barriers across voice, email, including having applications to enable
quicker response to enquiries.

Designed from the bottom up for SIP which provides a standard method
for interconnecting all types of multimedia devices, the
multimedia-ready desktop is helping Astro meet the opportunities and
challenges of Hyperconnectivity , the new era in which everything and
everyone that can be connected, is connected.

"When customer satisfaction is on the line, contact centre agents need
immediate access to relevant information to respond to inquiries as
quickly as possible," said James Demers, vice president, ASEAN and
Pakistan, Nortel. "The Contact Center solution provides massive
productivity gains by helping individuals quickly reach the people and
information they need. Nortel's contact centre solution enables Astro
to provide consistent, effective customer service. Future enhancements
such as workforce management and predictive dialing will deliver
further benefits for Astro customers while integrating with the Nortel
solution."

The IP contact centre solution Astro implemented is built on Nortel
Contact Centre 6.0 , a suite of customer interaction solutions that
deliver a complete customer experience.

Components implemented at Astro include the Communication Server 1000 ,
Media Processing Server 500 , Ethernet Routing Switch 4500 and 2500 ,
VPN Router and Secure Router .

Nortel contact centre solutions support an estimated four million
agents handling 200 million calls per day worldwide.

About Nortel

Nortel is a recognized leader in delivering communications capabilities
that make the promise of Business Made Simple a reality for our
customers. Our next-generation technologies, for both service provider
and enterprise networks, support multimedia and business-critical
applications. Nortel's technologies are designed to help eliminate
today's barriers to efficiency, speed and performance by simplifying
networks and connecting people to the information they need, when they
need it. Nortel does business in more than 150 countries around the
world.

About Astro TV

The region's leading entertainment, information and education content
provider, Astro TV aims to be No 1 in programming and in customer
experience by offering a complete viewing experience for the family
through its 110 channels. The repertoire of channels offers the best in
movies, dramas, documentaries, live sports, educational content and
news channels offering mainstream as well alternative perspectives on
international events and global issues. Astro remains committed to
producing strong, landmark local programmes and securing compelling and
value enhancing international content.


To this end, we have more than 27 Astro-branded channels to provide
original and aggregated content of various genres in multiple
languages. Astro TV is deeply committed to content localisation through
subtitles, voiceovers, local talents and programs that will promote
Malaysia on Astro TV's global platform.

To continue delighting our customers, we offer Astro Box Office which
provides the latest movies and special sports programmes as well as
Astro On Demand which allows our customers to watch the latest TVB
dramas the same time they premiere in Hong Kong. Astro TV is a
subsidiary of Astro All Asia Network plc and operates out of the All
Asia Broadcast Centre, a fully-integrated digital broadcast and
production complex in Kuala Lumpur.

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 from those contemplated in
forward-looking statements. For additional information with respect to
certain of these and other factors, see Nortel's Annual Report on
Form10-K, Quarterly Reports 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.

*Nortel, the Nortel logo and the Globemark are trademarks of Nortel
Networks.

**This is a 3rd party link as described in our Web linking practices.

CONTACT: Matthew Wray, Contact for Press and Analysts, Nortel Networks
Tel: +852 2100 2238
e-mail: wraym@nortel.com
WWW: http://www.nortel.com
WWW: http://www.nortel.com/news
Zareen Abdullah, Weber Shandwick
Tel: +6033 7843 3114
e-mail: zabdullah@webershandwick.com
Astro TV
WWW: http://www.astro.com.my

((M2 Communications Ltd disclaims all liability for information
provided within M2 PressWIRE. Data supplied by named party/parties.
Further information on M2 PressWIRE can be obtained at
http://www.presswire.net on the world wide web. Inquiries to
info@m2.com)).

Copyright ? 2008 M2 Communications Ltd.

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