Mitel Redefines Contact Center With Introduction Of Scalable Customer Interaction Solutions

Two new solution sets tailored specifically to meet customer needs

Mitel, the trusted provider of IP communications solutions and applications that deliver business process improvement, today announced the introduction of the Mitel Customer Interaction Solutions set. The two-tiered offering, encompassing the Contact Center Enterprise Edition and Contact Center Business Edition, redefines Mitel's contact center portfolio and reinforces Mitel's thought leadership and innovation in the industry. The new offering allows organizations of any size the flexibility to implement a contact center solution for their unique service requirements.

Developed from Mitel's award-winning contact center portfolio, Customer Interaction Solutions will increase productivity and revenue streams, improve customer service, reduce costs and enable employee mobility. Focused on the ability to adapt to any business model, the new Mitel solution provides investment protection permitting customers to build upon its current architecture and evolve as the business needs change and grow.

"The needs of a contact center are not just determined by the size of the business," said Doug Michaelides, vice president, global marketing, Mitel. "Mitel's Customer Interaction Solutions adapt to the make-up of the contact center, providing customers a solution that fits their needs regardless of the size of the business or the detail workflow requirements. Additionally, Customer Interaction Solutions' investment protection allows customers to migrate at their own pace."

Contact Center Enterprise Edition
The new features of the Contact Center Enterprise Edition are changing the way contact centers operate. Designed to address the highly sophisticated contact center market, the Enterprise Edition supports all forms of communication 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. The new Enterprise Edition features include:

• Virtual Contact Center deployments - Whether working in a branch office or teleworking, geographically dispersed agents can now be represented in the same global agent or skill group(s). With the same secure telephony services as headquarters, the solution ensures calls can be evenly distributed based on which agent has been idle the longest irrespective of their physical proximity to the originating call and/or other agents in the group.
• HotDesking - To further enhance employee mobility, Mitel's HotDesking capability provides multi-site resilient hotdesking to allow agents to log in anywhere in the network and instantly have their complete profile including all their individual programmable keys and functions available to them.
• Mitel Visual Architect - The Visual Architect reduces the cost and complexity of distributed deployments by providing supervisors with centralized management, visual representation of ACD configuration across the entire organization and the ability to modify the configuration from one central location as required.
• Mitel Visual Queue - The Visual Queue takes customer service to the next level by enabling agents/supervisors to quickly and easily identify premier customers waiting in the queue, change the priority of these callers and reassign them to alternate answer points efficiently and effectively.
• Mitel ACD Softphone - The ACD Softphone is designed to increase agent productivity and speed of customer transactions through point-and-click access to all ACD features. The Softphone natively runs the agent desktop to allow for easy management through one interface rather than multiple applications. Agents immediately benefit from advanced features such as agent pre-announce and real-time displays to facilitate first-call resolution.

Mitel's Enterprise Edition (formerly known as the Contact Center Solution) is the recipient of the 2005 TMC Labs Innovation Awards bestowed based on the quality and uniqueness of a particular product or service in the field of customer interaction solutions.

Contact Center Business Edition
Developed for individual contact centers with 25 agents or less, the Contact Center Business Edition 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 Business Edition optionally scales up to fit the needs of any size business from internal employee help desks to straightforward incoming customer service environments.

"We are a relatively small contact center with large-scale requirements," said Luanne Albino, General Manager, SynchroSERV, a Mitel customer based in Vancouver, British Columbia. "The Mitel solution provided us with a system that scaled down to fit our needs today but fulfilled these extensive requirements. It also provides us with leading-edge technology equipped with the flexibility to expand as our business does."

About Mitel
Mitel is a market leader for voice, video and data convergence over broadband networks. With a focus on the user experience, the company delivers advanced communications solutions that are easily customized for individual business needs. Mitel solutions extend from intuitive desktop appliances and applications through to Applications and Services Gateways that enable business process integration and enhancement. Customers are provided with innovative ways to leverage their resources and migrate to the benefits of IP communications at their own pace. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information please visit http://www.mitel.com/.