Mitel Named a Leader in Interaction Management for Midsize Contact Centers by Independent Research Firm

Evaluated Based on Current Offering, Strategy and Market Presence

OTTAWA, Oct. 17, 2016 (GLOBE NEWSWIRE)
  • Among virtualization pioneers with head start in cloud business
  • Strong channel and position in some vertical industries
  • Expanding reach with growth via mergers and acquisitions

Mitel® (Nasdaq:MITL) (TSX:MNW), a global leader in real-time business, cloud and mobile communications, announced today it was among the select companies Forrester invited to participate in the evaluation The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016. In this evaluation, Mitel was cited as a Leader.

Forrester assessed strengths and weaknesses of eight vendors based on 40 criteria in three major categories: current offering, strategy and market presence. Mitel emerged as one of only two companies to receive the Leader designation. According to the report, "Mitel was one of the first vendors to virtualize its software, and this gave the firm a head start on the path to cloud-based offerings. Mitel has a strong channel and position in some vertical markets such as the public sector and hotels."

The report also cited Mitel's recent mergers and acquisitions strategy which has helped "grow the company from a scale and reach perspective, and integration of the companies it has acquired is going well."

Forrester concluded Mitel's report profile with, "Customers using Mitel for UC and telephony should consider MiContact Center Business—either hosted or on-premises."

To read more, download the report.

Quotes

"Our business is centered around helping companies harness workplace wellness technology to create cultures of health and wellbeing. Offering a superior customer experience is foundational to who we are," said Jeff Brizzolara, Chief Clinical Officer, Viverae. "The Mitel solution allows us to deliver more personalized service to clients and members. It also gives us greater flexibility, especially during busy season and with special outreach projects."

"Customer experience is becoming the new battleground for business retention and growth, almost to the point of where it is as important as the products or services offered. Solutions for midsize contact centers must provide flexibility and enable a superior customer experience without compromising the bottom line," said Brian Spencer, General Manager Contact Center, Mitel. "Being able to connect with customers when and how they desire is key to driving satisfaction. Mitel is focused on offering that kind of customized experience and giving businesses the tools to compete and win in a fast changing market."
           
Important Facts

  • Mitel is the fastest-growing provider of cloud business communications in the world.
  • More than 60 million enterprise users trust Mitel each day.

Related Materials

Social Media

Twitter: @Forrester Wave names Mitel a Leader in interaction management for midsize contact centers #ForresterWave

Tags/Keywords
Forrester Wave, Contact Center, Customer Experience

About Mitel

A global market leader in enterprise and mobile communications powering more than 2 billion business connections and 2 billion mobile subscribers every day, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and mobile carriers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers including 15 of the top 20 mobile carriers in the world. That makes us unique, and the only company able to provide a bridge between enterprise and mobile customers. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

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Contact Information

Media – Americas
Camille Beasley
469-212-0433
camille.beasley@mitel.com

Media – EMEA/AP
Duncan Miller
+44 (0) 1291 612 646
duncan.miller@mitel.com

Investors
Michael McCarthy
469-574-8134
michael.mccarthy@mitel.com

Industry Analysts
Denise Hogberg
469-212-0434
denise.hogberg@mitel.com