Welcome!

@ThingsExpo Authors: Automic Blog, Pat Romanski, Liz McMillan, William Schmarzo, Kevin Benedict

News Feed Item

Mitel Reveals Future of Contact Centers at VoiceCon - "Presence-everywhere" customer interaction solutions drive first call resolution

Mitel Reveals Future of Contact Centers at VoiceCon - "Presence-everywhere" customer interaction solutions drive first call reso

OTTAWA, March 1 /PRNewswire/ -- Mitel(R) will reveal the future of contact centers in a dedicated booth (# 1106) at VoiceCon in Orlando, March 5 through 8. Available today, the award-winning IP-based Mitel Customer Interaction Solutions portfolio extends the contact center across the entire organization to deliver positive customer experiences that build loyalty and grow revenue.

"Our approach to contact centers is that every customer contact impacts immediate and future revenue streams," said Mitel CEO, Don Smith. "Mitel's presence-enabled Customer Interaction Solutions extend the reach of contact centers to drive first contact resolution to customer inquiries, increase the effectiveness and satisfaction of agents, improve customer loyalty and build profitable relationships."

Presence Drives Positive Customer Experiences

Based on SIP and Microsoft(R) Office Live Communications Server, Mitel's presence-everywhere Customer Interaction Solutions allow for easy collaboration among the contact center staff, experts and partners to resolve customers' inquiries and take customer orders. Combined with federation capabilities, it delivers true first contact resolution by allowing access to external partners such as suppliers to resolve customer challenges and create competitive advantages.

"Mitel is the only major contact center vendor to date to integrate the rich presence capabilities offered in Microsoft's Live Communications Server 2005 directly into its contact center agent desktop application," said Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, L.L.C. "Competitors may offer integration to Live Communications Server for telephony users, but only Mitel delivers the capability for communication between contact center agents and telephony users, both internal and federated."

Mitel's leveraging of Microsoft to extend the contact center into the enterprise for subject matter experts was recently recognized in a review of leading industry IP contact center vendors performed by independent testing lab Miercom. Mitel's tight integration with Live Communications Server 2005 was also highlighted with presence information and ease-of-use and familiarity for agents who are already familiar with Microsoft Outlook(R).

The close integration with Live Communications Server 2005 means that agents can see presence information for subject matter experts throughout their corporation who have Microsoft(R) Office Communicator loaded on their desktops. Customer Interaction Solutions leverage other Microsoft technology that are familiar to small-medium businesses and to corporate IT departments such as Microsoft SQL Server, Microsoft Exchange Server for multimedia email support, and Microsoft Outlook for the multimedia agent desktop. The Mitel Multimedia Contact Center package allows for the blending of email, chat, fax and walk-in. A unique aspect of the Mitel Contact Center Enterprise Edition is a configuration designed to let agents in public spaces incorporate physical walk-in traffic in the system's ACD queuing, for businesses where this is a possible scenario.

Providing supervisors with presence tools, Mitel Supervisor Desktop functions provide a visual representation of all the agents that they are responsible for. Each agent tile shows the individual's state, extension, name and presence via Live Communications Server 2005. These tiles can be fully customized from their size, layout on the screen, icons used and even the information presented in the tile.

Flexible, Scalable Solutions for Small to Large Business

Mitel's Customer Interaction Solutions provide investment protection allowing customers to grow their contact center on the same platform.

- Mitel Contact Center Enterprise Edition supports all forms of communications including voice, email, web chat and fax. This scalable, resilient solution combines robust communications platforms, Automatic Call Distribution (ACD), and a modular suite of feature-rich, web-based applications for streamlining contact center management and enabling advanced multimedia customer transactions. - Mitel Contact Center Business Edition (for 25 agents or less) is a cost-effective, out-of-the-box solution that allows customers to chose from a number of applications in Mitel's contact center portfolio including historical reporting, real-time monitoring, dynamic agent and queue control, screen pops and intelligent messaging. The Contact Center Business Edition optionally scales up to fit the needs of any size business from internal employee help desks to straightforward incoming customer service environments. About Mitel

Mitel, a leading provider of unifying IP communications solutions and applications for business customers, is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, visit http://www.mitel.com/.

Mitel and logo are registered trademarks of Mitel Networks Corporation.

All other trademarks are the property of their respective owners.

MITEL NETWORKS CORPORATION

CONTACT: Media and Analyst Contacts: Paul Goyette, (613) 592-2122,
x.2188, [email protected]; Alex Anderson, (613) 592-2122, x.2107,
[email protected] (industry analysts)

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices t...
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Recently, REAN Cloud built a digital concierge for a North Carolina hospital that had observed that most patient call button questions were repetitive. In addition, the paper-based process used to measure patient health metrics was laborious, not in real-time and sometimes error-prone. In their session at 21st Cloud Expo, Sean Finnerty, Executive Director, Practice Lead, Health Care & Life Science at REAN Cloud, and Dr. S.P.T. Krishnan, Principal Architect at REAN Cloud, discussed how they built...
No hype cycles or predictions of a gazillion things here. IoT is here. You get it. You know your business and have great ideas for a business transformation strategy. What comes next? Time to make it happen. In his session at @ThingsExpo, Jay Mason, an Associate Partner of Analytics, IoT & Cybersecurity at M&S Consulting, presented a step-by-step plan to develop your technology implementation strategy. He also discussed the evaluation of communication standards and IoT messaging protocols, data...
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, examined the regulations and provided insight on how it affects technology, challenges the established rules and will usher in new levels of diligence arou...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...
The 22nd International Cloud Expo | 1st DXWorld Expo has announced that its Call for Papers is open. Cloud Expo | DXWorld Expo, to be held June 5-7, 2018, at the Javits Center in New York, NY, brings together Cloud Computing, Digital Transformation, Big Data, Internet of Things, DevOps, Machine Learning and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding busin...
Nordstrom is transforming the way that they do business and the cloud is the key to enabling speed and hyper personalized customer experiences. In his session at 21st Cloud Expo, Ken Schow, VP of Engineering at Nordstrom, discussed some of the key learnings and common pitfalls of large enterprises moving to the cloud. This includes strategies around choosing a cloud provider(s), architecture, and lessons learned. In addition, he covered some of the best practices for structured team migration an...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
22nd International Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, and co-located with the 1st DXWorld Expo will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud ...
DevOps at Cloud Expo – being held June 5-7, 2018, at the Javits Center in New York, NY – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Among the proven benefits,...
@DevOpsSummit at Cloud Expo, taking place June 5-7, 2018, at the Javits Center in New York City, NY, is co-located with 22nd Cloud Expo | 1st DXWorld Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait...
Cloud Expo | DXWorld Expo have announced the conference tracks for Cloud Expo 2018. Cloud Expo will be held June 5-7, 2018, at the Javits Center in New York City, and November 6-8, 2018, at the Santa Clara Convention Center, Santa Clara, CA. Digital Transformation (DX) is a major focus with the introduction of DX Expo within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive ov...
SYS-CON Events announced today that T-Mobile exhibited at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on qua...
SYS-CON Events announced today that Cedexis will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Cedexis is the leader in data-driven enterprise global traffic management. Whether optimizing traffic through datacenters, clouds, CDNs, or any combination, Cedexis solutions drive quality and cost-effectiveness. For more information, please visit https://www.cedexis.com.
SYS-CON Events announced today that Google Cloud has been named “Keynote Sponsor” of SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Companies come to Google Cloud to transform their businesses. Google Cloud’s comprehensive portfolio – from infrastructure to apps to devices – helps enterprises innovate faster, scale smarter, stay secure, and do more with data than ever before.
SYS-CON Events announced today that Vivint to exhibit at SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California. As a leading smart home technology provider, Vivint offers home security, energy management, home automation, local cloud storage, and high-speed Internet solutions to more than one million customers throughout the United States and Canada. The end result is a smart home solution that sav...
SYS-CON Events announced today that Opsani will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Opsani is the leading provider of deployment automation systems for running and scaling traditional enterprise applications on container infrastructure.