March 18, 2008
By Anuradha Shukla
TMCnet Contributing Editor
Social Security Administration Picks Nortel Government Solutions for VoIP
By Anuradha Shukla
TMCnet Contributing Editor
The U.S. Social Security Administration (SSA) has picked a team led by Nortel (News - Alert) Government Solutions to deploy one of the world's largest enterprise VoIP
networks.
networks.Under the 10-year, $300 million Telephone Systems Replacement Project (TSRP), Nortel will expand and improve services for an anticipated influx of new users, including retiring 'baby boomers.'
The project includes a centrally managed contact center solution with carrier-class unified messaging and interactive voice response (IVR) that can support 55,000 field office agents. In addition to providing a common, more friendly 'look and feel' for users this will provide faster, more efficient call handling through skills-based routing that matches each caller's inquiry to the most appropriate agent.
) that can support 55,000 field office agents. In addition to providing a common, more friendly 'look and feel' for users this will provide faster, more efficient call handling through skills-based routing that matches each caller's inquiry to the most appropriate agent. The new VoIP network will also help SSA to consolidate monthly public network service charges, decrease operating and maintenance costs, and establish a platform for future services.
In July 2007, the SSA selected Nortel Government Solutions (News - Alert) because its solution offered the best value. Deployment was reportedly delayed pending resolution of a competing bidder protest.
Chuck Saffell, chief executive officer, Nortel Government Solutions said in a statement the SSA confirmed its initial assessment that the combination of software, services, government contracting expertise and world-class Nortel products offers the best value for this project.
Nortel Government Solutions has committed the necessary resources to meet SSA's aggressive deployment schedule and is eager to get started.
The company has begun the rollout of the core network, which is expected to be complete within 180 days. According to Nortel, the schedule calls for replacement of existing telephone systems in 205 of the SSA's nearly 1,600 field offices in the first year and another 500 per year after that. The Telephone Systems Replacement Project also includes network integration operation, maintenance, user support and training.
Nortel recently issued its fourth quarter and year-end 2007 financial results. TMCnet editor-in-chief Rich Tehrani interviewed Joel Hackney (News - Alert), president of Nortel’s enterprise solutions group to learn more about the company’s perspective on the earnings report, and its long-term strategy. The full interview is available in an audio podcast.
The company posted year-end revenue of $20.95 billion, down 4 percent year-over-year, and fourth quarter revenues of $3.20 billion, also down 4 percent year-over-year
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Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Migrating Your Messaging System, brought to you by Active Voice.Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
