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

    OTTAWA, March 1 /CNW Telbec/ - 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

    Mitel and logo are registered trademarks of Mitel Networks Corporation.
    All other trademarks are the property of their respective owners.

For further information:

For further information: Media and Analyst Contacts: Paul Goyette, (613)
592-2122, x.2188,; Alex Anderson, (613) 592-2122,
x.2107, (industry analysts)

Organization Profile


More on this organization

Custom Packages

Browse our custom packages or build your own to meet your unique communications needs.

Start today.

CNW Membership

Fill out a CNW membership form or contact us at 1 (877) 269-7890

Learn about CNW services

Request more information about CNW products and services or call us at 1 (877) 269-7890