Carolinas HealthCare System Gets 'Personal' with Virtual Contact Center from Nortel

CHARLOTTE, NORTH CAROLINA, Aug 27 (MARKET WIRE) --
The third largest public healthcare system in the United States doesn't
let size stand in the way of personalized care. For Carolinas HealthCare
System(2), the very best personal care begins with a virtual contact
center from Nortel(1) (TSX: NT)(NYSE: NT) that directs each patient call
to a person, not a recording.

Carolinas HealthCare System has deployed a Nortel VoIP solution over an
existing, non-Nortel data network to support six hospitals and 50
doctors' offices and other medical facilities throughout the Carolinas
Physicians Network(2). This includes a virtual contact center with
intelligent, skills-based routing to quickly connect callers to the
person most qualified to immediately address their needs.

"We pride ourselves on delivering personalized patient care second to
none," said Daniel Wiens, senior vice president, Carolinas Physicians
Network. "We believe the tone is set with the patient's very first call,
and in a medical situation, people will always be more comfortable
dealing with a person. That's why reaching a person right up front,
rather than a recorded message, is so very important. Providing superior
personalized service and fostering enduring patient relationships is one
of our core strategies."

"No environment is more critical than healthcare when it comes to making
sure calls are handled promptly, efficiently and with personal care and
attention," said Dietmar Wendt, president, Global Services, Nortel.
"We've designed a solution for Carolinas HealthCare with this absolute
priority top of mind."

With Nortel's multimedia contact center solution for healthcare,
Carolinas HealthCare System handles more than 640,000 callers a month.
Calls are directed to one of more than 1,000 available home and
office-based agents trained to provide the utmost care and attention to
any medical question or situation.

This personal touch provides the highest possible levels of quality and
safety. It has also improved patient retention and satisfaction.
Carolinas Physicians Network has experienced a 31 percent improvement in
patient satisfaction with telephone access since the Nortel VoIP system
was implemented.

The virtual contact center has saved time and cost because it is more
efficient and easier to manage than previous standalone key systems and
small PBXs, which provided only basic automatic call distribution and no
management reporting. Additional capital costs were avoided by using
remote gateways - rather than more expensive IP PBXs - to deliver voice
services to smaller locations, and by implementing the Nortel IP-based
solution over an existing, non-Nortel data network.

Nortel's healthcare solution for Carolinas HealthCare System includes
Nortel Communication Server 1000 IP PBXs, Nortel Contact Center 6.0,
Nortel Survivable Remote Gateways, Nortel Branch Office Media Gateways
and Nortel IP phones and softphones.

Innovative healthcare solutions built on Unified Communications
technology and Network Managed Services from Nortel are helping hospitals
and other healthcare providers around the world to better serve their
patients by saving critical time and enhancing productivity in an
increasingly demanding environment.

Nortel Contact Center Services, part of Nortel's Global Services
portfolio, offer planning, design, implementation, integration,
maintenance, optimization and certified program management throughout the
lifecycle of a contact center to help businesses maximize competitive
advantage while minimizing risk and cost.

About Carolinas HealthCare System

Carolinas HealthCare System (www.carolinashealthcare.org(2)) is the
largest healthcare system in the Carolinas, and the third largest public
system in the nation. CHS owns, leases or manages 23 hospitals in North
and South Carolina, including Levine Children's Hospital in Charlotte and
CMC-NorthEast in Concord, a 457-bed medical center which is home to the
Jeff Gordon Children's Hospital.

CHS employs over 1,000 physicians who practice in more than 275
locations. CHS also operates rehabilitation hospitals, nursing homes,
ambulatory surgery centers, home health agencies, radiation therapy
centers and physical therapy facilities. Together, these operations
comprise over 4,900 licensed beds and employ more than 35,000 full-time
or part-time employees.

CHS's flagship facility is Carolinas Medical Center
(www.carolinasmedicalcenter.org(2)) in Charlotte, an 874-bed hospital
which includes a Level I trauma center, a research institute and a large
number of specialty treatment units (heart, cancer, organ transplant,
behavioral health, etc.). CMC also serves as one of North Carolina's five
Academic Medical Center Teaching Hospitals, providing residency training
for over 200 physicians in 15 specialties. CMC is listed as a "Best
Hospital" by U.S. News & World Report for urology and orthopedics, and
has been designated 10 times as Charlotte's "Consumer's Choice Preferred
Hospital" by the National Research Corporation. HealthGrades, a leading
healthcare ratings company, named CMC-NorthEast "The Best Hospital in
North Carolina" for cardiac services.

About Nortel

Nortel is a recognized leader in delivering communications capabilities
that make the promise of Business Made Simple a reality for our
customers. Our next-generation technologies, for both service provider
and enterprise networks, support multimedia and business-critical
applications. Nortel's technologies are designed to help eliminate
today's barriers to efficiency, speed and performance by simplifying
networks and connecting people to the information they need, when they
need it. Nortel does business in more than 150 countries around the
world. For more information, visit Nortel on the Web at www.nortel.com.
For the latest Nortel news, visit www.nortel.com/news.

Certain statements in this press release may contain words such as
"could", "expects", "may", "anticipates", "believes", "intends",
"estimates", "targets", "envisions", "seeks" and other similar language
and are considered forward-looking statements or information under
applicable securities legislation. These statements are based on Nortel's
current expectations, estimates, forecasts and projections about the
operating environment, economies and markets in which Nortel operates.
These statements are subject to important assumptions, risks and
uncertainties, which are difficult to predict and the actual outcome may
be materially different from those contemplated in forward-looking
statements. For additional information with respect to certain of these
and other factors, see Nortel's Annual Report on Form10-K, Quarterly
Reports on Form 10-Q and other securities filings with the SEC. Unless
otherwise required by applicable securities laws, Nortel disclaims any
intention or obligation to update or revise any forward-looking
statements, whether as a result of new information, future events or
otherwise.

(1)Nortel, the Nortel logo and the Globemark are trademarks of Nortel
Networks.

(2)This is a 3rd party link as described in our Web linking practices.

Contacts:
Nortel
Mark Buford
(972) 362-1512
Email: mark.buford@nortel.com
Website: www.nortel.com

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