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Mitel Unveils “Presence-everywhere” Customer Interaction Solutions as Future of Contact Centres

  • 08 March, 2007 08:54

<p>Mitel®, the trusted provider of IP communications solutions, has today announced enhancements to their award winning IP based Mitel Customer Interaction Solution, which extends the contact centre across the entire organisation, to deliver positive customer experiences that build loyalty and grow revenue.</p>
<p>Gwilym Funnell, Managing Director of Mitel Australia commented, “Mitel’s contact centre solutions can help businesses of all sizes to deliver improved customer service and satisfaction. Our latest solutions are presence-enabled, and integrate with Microsoft Office Live Communications Server. This makes it easier for your staff to share information and work together as a team.”</p>
<p>Based on the SIP protocol and Microsoft® Office Live Communications Server, Mitel’s presence-everywhere Customer Interaction Solutions allow for easy collaboration among staff, experts and partners. Combined with federation capabilities, it delivers true first contact resolution, by allowing direct access to external partners such as suppliers.</p>
<p>“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 centre 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 centre agents and telephony users, both internal and federated.”</p>
<p>The close integration with Live Communications Server 2005 means that it is possible for contact centre agents to see presence information for any subject matter expert within their organisation.</p>
<p>Mitel’s Customer Interaction Solutions also leverage widely used Microsoft technologies, such as Microsoft SQL Server, Microsoft Exchange Server for multimedia email support, and Microsoft Outlook for the multimedia agent desktop.</p>
<p>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.</p>
<p>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. Applications include 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. Typical implementations include internal employee help desks and straightforward incoming customer service environments.</p>
<p>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 allow agents in retail or public spaces to incorporate physical walk-in traffic into the system’s ACD queuing.</p>
<p>About Mitel
Mitel is a leading provider of unified communications solutions and services for business customers. Mitel's voice-centric IP-based communications solutions consist of a combination of telephony hardware and software that integrate voice, video and data communications with business applications and processes. These solutions enable customers to realize significant cost benefits and to conduct business more efficiently and effectively by enabling enhanced communications, information sharing and collaboration within a business and with customers, partners and suppliers. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, visit</p>
<p>Mitel and logo are registered trademarks of Mitel Networks Corporation.
All other trademarks are the property of their respective owners.</p>
<p>Media Contact
Sebastian Rice,
Silverspan, 02 9959 1991,,</p>

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