Mitel’s Year of the Contact Center – Kicked Off by the prairieFyre Acquisition

    Houston, we have liftoff.  Mitel is on an upward contact center trajectory that started exactly one year ago today. As we were celebrating Mitel’s acquisition of prairieFyre, our thoughts were on building contact center as a core offering along with cloud communications, voice and collaboration.  When I look back at the past 12 months, I’m extremely proud of what we’ve accomplished.

    Contact centers quickly emerged as a strategic growth engine for Mitel, with the prairieFyre acquisition serving as the kick off to a greater strategy to build a world-class portfolio of products and services.

    Invest in great product and great people. The rest will follow.  This is exactly what Mitel has done.

    Mitel immediately invested in innovation and brought in additional top engineering talent to supercharge the product development schedule.  Our next generation Multimedia and Outbound platform was launched in February resulting in nearly 50% growth in our Multichannel sales year over year.  Feedback has been overwhelmingly positive.  The team is innovating at an astounding rate and will be introducing our next MiContact Center for Lync release including IVR and Multichannel support soon. This release and our greater Microsoft Lync accessory portfolio of DECT, Attendant Console, and IP sets will all be on display at the Microsoft Worldwide Partner Conference in July. 

    To continue to round out the portfolio, Mitel also acquired Oaisys, our long standing #1 interaction recording partner. With Oaisys came top talent in the workforce optimization arena, and proven enterprise-grade technology.   We are delighted to have such great folks working inside the Mitel ‘contact center machine’ – they are making huge difference to our strategy.

    To establish and grow Mitel’s brand in the Cloud Contact Center space – we launched our MiContact Center Live, a pure CCaaS (Contact Center as a Service) product suite in the US. Response to this solution has been outstanding, and we’re working on plans to expand this offering.

    And of course, a massive and positive impact to the Contact Center portfolio came with the acquisition of Aastra. A solid set of large enterprise-class capabilities immediately came online at Mitel. Together, we are shipping more than 100,000 contact center seats annually across the globe.  With these new capabilities, respected industry analyst Gartner has validated the Mitel strategy by improving our position significantly on the Magic Quadrant for Contact Center Infrastructure with a big push into the Challengers Quadrant. That’s right! In one year we’ve emerged as an industry challenger.

    I believe the secret ingredient to our success is our staff. They have passion for technology and take tremendous pride in everything they build, support, and sell. And we’re seeing their dedication and hard work in our results.  I’d like to thank them, the entire Mitel team, and our amazing network of partners.  In one year we made tremendous progress in contact center and have strong upward momentum. I’m excited to see what the year ahead has in store for us.

    Chris Courneya

    Vice President and General Manager Mitel Contact Center