MZA's "European Call Centre Market Report" also predicts an overall 25 per cent growth in the call centre market this year. And Nortel Networks expects to increase its market leadership through continued development of its leading Symposium* Call Centre Server and associated solutions.

"We are not only holding our undisputed lead in this market, we are increasing it, and we will strive to continue this trend in Europe through investment in call centres and commitment to the Customer Relationship Management (CRM) sector," said Paul Templeton, director, product marketing, Enterprise Solutions for Nortel Networks EMEA (Europe, Middle East, Africa).

"The recognized need for a new, high-performance Internet has increased customer demand for CRM solutions and eBusiness strategies that create lasting customer relationships," Templeton said. "Nortel Networks' recently announced agreement to acquire CRM software leader Clarify [NASDAQ: CLFY] demonstrates our resolution to develop and deliver solutions that integrate and provide greater returns on customer relationships for enterprises and service providers worldwide."

Nortel Networks call centre customers in Europe include blue-chip companies like Microsoft, Omnitel, Talkline, Hewlett-Packard and Stream International.

"As a thriving outsourcing call centre business, we rely on leading edge technology to give our skilled agents an extra edge over and above the competition," said Do van Drunen, site director, Stream International. "Nortel Networks' Symposium Call Centre solution adds flexibility, reliability and speed in meeting the different expectations of clients. It also gives us the tools to manage our business into the future - a significant competitive advantage."

MZA is a marketing consultancy company specialising in the provision of strategic and tactical marketing services within the European telecommunications industry. In addition to the consultancy work carried out, MZA also compiles an annual study "The European Telecommunications Market," which is regarded as the definitive study of its kind. In addition, MZA works with a network of associate companies in most major European countries.

Nortel Networks is a global leader in telephony, data, eBusiness, and wireless solutions for the Internet. The Company had 1999 U.S. GAAP revenues of US$21.3 billion and serves carrier, service provider and enterprise customers globally. Today, Nortel Networks is creating a high-performance Internet that is more reliable and faster than ever before. It is redefining the economics and quality of networking and the Internet through Unified Networks* that promise a new era of collaboration, communications and commerce. Visit us at www.nortelnetworks.com.