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Ideal Boilers' challenge was to enhance its contact centre capabilities in order to deliver a brand new service. An IP contact centre solution based upon the Nortel Communication Server 1000, integrated with the comprehensive Nortel Contact Center Portfolio. Nortel CallPilot delivers unified messaging to the desktop for staff in the contact centre and beyond. The Nortel IP Phone 2004s extend IP telephony functionality out to 500 users across the business, including 100 contact centre agents.
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