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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.


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)

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