Nortel Networks Corp.’s IP-based technology has helped Capgemini Spain, a global consulting services company, create a single, virtual contact centre for agents located at facilities in Madrid-Alcobendas, Barcelona and Asturias. The process has allowed the company to improve responsiveness to customer inquiries and increase the productivity of its agents. "With Nortel contact centre solutions we have been able to significantly expand the versatility of our customer service while greatly simplifying the tools we use to implement, maintain, manage and use our network on a daily basis," said Jose Andres Sanchez, VP of outsourcing services for Capgemini.

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