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IKEA Deploys IVR Solution from Nortel Networks for High-Performance Customer Service

  • 06 February, 2004 11:11

<p>FRANKFURT, Germany – IKEA, one of the biggest home furnishings companies worldwide, has
deployed interactive voice response (IVR) technology from Nortel Networks* [NYSE/TSX: NT] for its customer service centres in Germany and Switzerland. These local customer service centres offersupport to IKEA’s range of 10,000 products, distributed in 32 stores in Germany and six stores in Switzerland.</p>
<p>IKEA deployed Nortel Networks Voice Processing Series Information Server (VPS/is). VPS/is is a
multimedia, self-service platform that automates the transaction processing traditionally conducted by contact centre agents. The applications running on VPS/is offer information such as opening hours, payment methods, directions, and stock information, as well as connectivity for contact centre agents.</p>
<p>“We are delighted that IKEA has deployed Nortel Networks speech-enabled VPS/is IVR platforms in its customer service centres,” said Jürgen Heßdörfer, sales manager Central Europe, Nortel Networks.“Our solutions and services offer high network performance using a scalable, modular and flexible architecture that enables customers like IKEA to drive higher return on investment.”</p>
<p>VPS/is is available in a variety of scalable configurations to meet a wide range of capacity, application and network needs. VPS/is offers a wide range of advanced speech recognition capabilities, including natural language understanding, speaker verification and text-to-speech.</p>
<p>“Innovative technology like Nortel Networks VPS/is is key for our continued success in meeting the
needs of our customers on a timely basis,” said Hans Schauer, manager, IKEA Service Center, IKEA. “Our business idea, ‘a better everyday life,’ needs to be reflected throughout our business and points of contacts with our customers to achieve excellent functionality and feedback in what we do.”</p>
<p>Nortel Networks strong relationship with IKEA is based on previous deployments of Nortel Networks Symposium* Contact Centre solutions, Symposium Web Center Portal and Symposium software release 4.2 in its customer centres in Germany, Sweden and the UK.</p>
<p>The IKEA Group is a private group of companies owned by a charitable foundation in The
Netherlands. The IKEA Group is active in developing, purchasing, distributing and selling IKEA
products. The IKEA Group is the biggest group of franchisees operating more than 150 IKEA stores in 22 countries.</p>
<p>Nortel Networks is an industry leader and innovator focused on transforming how the world
communicates and exchanges information. The Company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, Nortel Networks does business in more than 150 countries. More information about Nortel Networks can be found on the Web at</p>
<p>Certain information included in this press release is forward-looking and is subject to important risks and uncertainties. The results or events predicted in these statements may differ materially from actual results or events. Factors which could cause results or events to differ from current expectations include, among other things: the sufficiency of our restructuring activities, including the potential for higher actual costs to be incurred in connection with restructuring actions compared to the estimated costs of such actions; continued reductions in spending by our customers; fluctuations in operating results and general industry, economic and market conditions and growth rates; the communication by our auditors of the existence of material weaknesses in internal control; the ability to recruit and retain qualified employees; fluctuations in cash flow, the level of outstanding debt and our current debt ratings; the ability to meet the financial covenant in our credit facilities; the use of cash collateral to support our normal course business activities; the dependence on our subsidiaries for funding; the impact of our defined benefit plans and our deferred tax assets on our results of operations, cash flows and compliance with our financial covenant; the dependence on new product development and our ability to predict market demand for particular products; the ability to integrate the operations and technologies of acquired businesses in an effective manner; the impact of rapid technological and market change; the impact of price and product competition; barriers to international growth and global economic conditions, particularly in emerging markets and including interest rate and currency exchange rate fluctuations; the impact of rationalization in the telecommunications industry; changes in regulation of the Internet; the impact of the credit risks of our customers and the impact of customer financing and commitments; stock market volatility generally and as a result of acceleration of the settlement date or early settlement of our purchase contracts; risks associated with a consolidation of our common shares; the impact of supply and outsourcing contracts that contain delivery and installation provisions, which, if not met, could result in the payment of substantial penalties or liquidated damages; the future success of our strategic alliances; and the adverse resolution of litigation, intellectual property disputes and similar matters. For additional information with respect to certain of these and other factors, see the most recent Form 10-Q and Form 10-K filed by Nortel Networks with the United States Securities and Exchange Commission. Unless otherwise required by applicable securities laws, Nortel Networks 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 Networks, the Nortel Networks logo, the Globemark, Business Without Boundaries and Symposium are trademarks
of Nortel Networks.</p>

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