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Mitel Announces New Multimedia Contact Centre Integration for Microsoft Office Live Communications Server 2005

  • 09 March, 2005 10:42

<p>Sydney Australia, Mar 9, 2005 – Mitel, a leading provider of IP communications solutions, today announced the integration of Mitel's Contact Centre Solution with Microsoft Office Live Communications Server 2005 and Microsoft Office Communicator 2005 to deliver telephony and multimedia presence and collaboration capability to contact centres.</p>
<p>Gwilym Funnell, Mitel Australia Managing Director commented, “Mitel’s contact centre solutions use IP Telephony to enable any size business to improve their customer service delivery. Our solution allows call centres to distribute their agents across branch offices, even allowing agents to work from home via a broadband Internet connection. This flexibility allows a business to offer better services without needing to invest in a dedicated centralised facility. Using IP Telephony, Mitel’s sophisticated contact centre call handling, quality monitoring and collaboration tools are available wherever an agent might be located.“</p>
<p>The Mitel Contact Centre Solution is a modular suite of applications including Automated Call Distribution, workforce management, Computer Telephony Integration and Integrated Voice Response capabilities. Based on Microsoft's .NET architecture and utilizing Microsoft tools such as Exchange Server, Outlook, Office and MS CRM to provide a fully-featured yet affordable solution for contact centres of any size.</p>
<p>The Mitel Contact Centre Solution integration with Live Communications Server 2005 will be generally available in third quarter, 2005.</p>
<p>The joint solution will allow Mitel's Contact Centre Solution to seamlessly integrate its voice, web-chat, email, and fax routing and queuing capabilities into the powerful real-time collaboration and presence capabilities that Live Communications Server 2005 brings to programs such as Microsoft Office Outlook 2003, Microsoft Office Excel 2003, and Microsoft Office Word 2003.</p>
<p>"The combination of Mitel's Contact Centre Solution and Live Communications Server 2005 will enable enterprises to offer enhanced real-time collaboration and presence capabilities to a wide variety of media, allowing them to expedite the handling of customer interactions using all communication methods possible," said Taylor Collyer, senior director of product management, Real-Time Collaboration Business Unit at Microsoft Corp. "This capability will be of great value to contact centres of any size on either legacy or next-generation enterprise telephony infrastructures."</p>
<p>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. Through intuitive desktop appliances and applications, businesses are provided with innovative ways to manage information and resources. Vertical markets benefit from integrated solutions that protect existing investments, while enabling new ways to be more cost effective and productive. Mitel is headquartered in Ottawa, Canada with offices, partners, and resellers worldwide. For more information please visit www.mitel.com</p>
<p>About Microsoft
Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.</p>
<p>Media contact
Sebastian Rice
Silverspan
02 9959 1991 seb@silverspan.com</p>

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