Nortel’s ACE is a next-generation software platform allowing for communications functionality like instant messaging, voice, video, location and presence to be accessed via open Web Service interfaces. These capabilities can then be blended with business processes and tools such as customer relationship management, enterprise resource planning, GPS or Wi-Fi asset tracking, and video monitoring.
Building on ACE’s capabilities, Nortel is rolling out Release 2.0, which includes a Hot Desking application to provide single-number access to employees on any type of phone in any location. Hot Desking is ideal for enterprises with multivendor telecom environments, as it integrates with a variety of third-party PBX systems. A simple Web browser interface enables users to Hot Desk to any phone with a couple of clicks and a phone call. Hot Desking is also not reliant on a VoIP-quality network, making it a low-cost alternative to a PC soft client, said the company.
ACE Release 2.0 also introduces a new global architecture to further enhance integration with IBM Lotus Sametime 8.0.2, broadening the application coverage of previously announced IBM Sametime integration for click-to-conference and enhanced presence capabilities. Additionally, Release 2.0 delivers support for the Microsoft Windows Server operating system and remote call control features for Microsoft Office Communications Server 2007 (R2 Standard and Enterprise Editions).
In related news, Nortel also is introducing Release v3.5 of its Media Processing Server (MPS), a Web-centric, IVR self-service system engineered to meet the needs of diverse call center environments. Release v3.5 builds upon MPS’ rich natural language capabilities with support of the latest IBM and Nuance speech engines; VoiceXML, to provide an environment for accelerating application development; and expanded third-party integration support into Avaya AES. MPS supports TDM or IP networks and can be installed in current MPS 3.0 environments via software upgrade.
In addition to the ACE and MPS enhancements, Nortel is announcing global availability of Contact Center 7.0 on June 30. Contact Center 7.0 is a native SIP-based solution with tightly integrated unified communications capabilities. It leverages a Service Oriented Architecture and includes features such as open interfaces, predictive outbound dialing, and a service creation environment drag-and-drop graphical user interface for orchestrating contact center workflows.