Mitel
Mitel® 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.
VMware
Mitel® has collaborated with industry leader VMware® to allow unified communications applications to run in a virtualized environment. Until today, vendors have not been able to overcome the technological complexity of virtualizing real-time voice applications; now, Mitel and VMware have solved the challenge and are first in the industry to announce a solution. The benefits of bringing unified communication applications into the data centre are clear. By breaking down the barriers between the ‘telecom closet’ and the data centre, IT managers can minimize voice management tasks, consolidate voice and non-voice applications on a single server and ensure that the server can still be accessed in case of a disaster. The flexibility provided by virtualization means deployment and management of mobility, conferencing, collaboration and other voice applications are simplified, resulting in lower capital and operating costs.
Call Centers
Contact Center Business Edition
Contact Center Business Edition delivers a subset of the most popular applications found in Enterprise Edition in a cost-effective package for single-site contact centers with less than 25 agents. It delivers the same sophisticated ACD routing engine as Enterprise Edition, along with standard historical and real-time reporting, support for routing and reporting on up to two media types, agent forecasting, integrated softphone, and off the shelf CRM integrations.
Contact Center Enterprise Edition
Contact Center Enterprise Edition is Mitel's most fully-featured and sophisticated contact center offering. It is a scalable, resilient, and virtual solution for high performance contact centers of all sizes, across one or more locations. It delivers flexible and sophisticated ACD routing such as skills-based routing, overflow, interflow, and dial out of queue. It also offers advanced applications such as Mitel Workforce Scheduling, Flexible Reporting, and support for routing and reporting on up to seven media types. Contact Center Enterprise Edition meets the needs of all sizes of contact centers, from small, single-site contact centers with advanced needs, to large, multi-site virtual contact centers.
Customer Service Manager
As one application in the Mitel Applications Suite, a communications solution for small and medium-sized businesses, Customer Service Manager provides entry-level contact center functionality for effectively sharing calls amongst a team. Customer Service Manager extends general business telephony to include hunt-group and longest idle call routing, email routing, and historical and real-time reporting for up to 100 agents.
