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 sonnenklar.tv.
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 www.nortel.com. For the latest Nortel news,
visit www.nortel.com/news.

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Nortel Networks.

ots Originaltext: Nortel Networks
Im Internet recherchierbar: http://www.presseportal.de

Contact:
For further information: Sabine Werb, +49-69-6697-1906,
sabine.werb@nortel.com; Angelika Kempf, +44-1628-43-7340,
angelika.kempf@nortel.com/