Mitel Increases Customer Satisfaction With New Contact Center Capabilities (AcT)

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, Dec. 5, 2011 (GLOBE NEWSWIRE) -- Mitel® (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

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