Mitel Networks Corporation
05.12.2011 14:00
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Mitel's Contact Center Solutions Deliver Social Media Monitoring and Enable
Agents to Provide a Superior Customer Experience From Anywhere Using Any Device
OTTAWA, Ontario, 2011-12-05 14:00 CET (GLOBE NEWSWIRE) --
Mitel(r) (Nasdaq:MITL), a leading provider of unified communications and
collaboration (UCC) software solutions, today announced the newest version of
Mitel Contact Center Solutions. Mitel's latest offering can significantly
expand the flexibility of contact centers with the addition of social media
monitoring and the capability for agents to serve customers using any device -
from mobile devices to their analog phone at home. This release is designed to
greatly simplify contact center management and improve scalability. Additional
information on Mitel Contact Center Solutions can be found at
http://www.mitel.com/DocController?documentId=22104
'When our customers call our contact center, we need to know why they are
calling and ensure we are routing them to the best source of information, all
while managing their services expectations,' said Jimmy Everingham, project
manager at Hoburne Holiday Parks. 'Mitel Contact Center Solutions enables us to
easily scale up our capacity to meet periods of peak demand, and Visual
Workflow Manager lets us better manage the customer experience with call flows
that can be quickly and easily changed to ensure we are providing the
information and resources that best address a specific customer's needs. The
end result is a more satisfied customer.'
Mitel Contact Center Solutions incorporates a number of new features that can
extend greater flexibility and scalability to contact centers including:
-- External 'hot desking' - Enabling agents to work from any device, anywhere,
giving contact center managers the potential for greater staffing
flexibility and business continuity.
-- Social media integration - Enabling businesses to protect their brand with
integration to third-party social media monitoring applications, so that
agents can provide proactive responses to social media sites, industry
blogs, wikis, knowledge bases, and forums.
-- Visual Workflow Manager - Improving contact center manageability and
scalability with a new, easier to manage Interactive Voice Response (IVR)
solution, providing the ability to quickly and easily build and manage call
flows via a drag and drop graphical interface.
-- Scalability - Increasing capacity to support up to 800 active agents and
2100 agent IDs, with Active Directory Synchronization for simplified
provisioning.
'Our contact center customers gave us consistent feedback on their needs;
greater flexibility for how and where their agents can work and the ability to
interact with their customers no matter what medium they use, be it social
media, voice or messaging,' said Ron Wellard, executive vice president and
general manager, Mitel Communications Solutions. 'This latest iteration of
Mitel Contact Center Solutions delivers this functionality, allowing their
agents to use any device from anywhere to deliver a superior customer
experience.'
About Mitel
Mitel (Nasdaq:MITL) is a global provider of business communications and
collaboration software and services. Mitel's Freedom architecture provides the
flexibility and simplicity organizations need to support today's dynamic work
environment. Through a single cloud-ready software stream, Mitel delivers a
powerful suite of advanced communications and collaboration capabilities that
provides freedom from walled garden architectures and enables organizations to
implement best-of-breed solutions on any network; extends the 'in-office'
experience anywhere, on any device; and offers choice of commercial options to
fit business needs. For more information, visit: http://www.mitel.com
The Mitel Networks Corporation logo is available at
http://www.globenewswire.com/newsroom/prs/?pkgid=7323
Mitel and the Mitel logo are registered trademarks of Mitel Networks
Corporation.
All other trademarks are the property of their respective owners.
MITL-C
CONTACT: Amy MacLeod, 613-592-2122 x71245, amy_macleod@mitel.com
Scott Smith, 408-884-5157, ssmith@sterlingpr.com
Cynthia Hiponia (investor relations),
613-592-2122 x71997, investorrelations@mitel.com
News Source: NASDAQ OMX
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Language: English
Company: Mitel Networks Corporation
Canada
Phone:
Fax:
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Internet:
ISIN: CA60671Q1046
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End of Announcement DGAP News-Service
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DGAP-News: Mitel Increases Customer Satisfaction With New Contact Center Capabilities
| Source: EQS Group AG