Virtual, Resilient, High Availability Contact Centers

Resiliency and High Availability Ensure Business Continuity
Mitel Contact Center Enterprise Edition provides you with affordable, reliable options to ensure business continuity in the event of a network outage or hardware failure.

• ACD Resiliency – in the event of a controller or network failure, IP phones will automatically re-register with a secondary Mitel 3300 Controller, which then continues to receive calls. Voice communications in progress are not disrupted during a network or component failure.
• High Availability – Contact Center Enterprise Edition can be run on active and stand-by servers, leveraging clustering technology to ensure failover to the secondary server if the primary server fails. This ensures no downtime in the event of a hardware failure, and also enables you to upgrade or perform maintenance on servers while conducting business as usual.

Virtual Contact Centers – Leverage Agents Anywhere
Mitel Contact Center Solutions allow you to easily deploy and manage a virtual contact center to achieve superior customer service, effective resource utilization, and business continuity. With a virtual contact center you can:

• Route calls to the best skilled agents regardless of the agents' geographic location
• Evenly distribute calls among agents in a specific agent group, regardless of agent geography
• Effectively use resources anywhere, supporting consolidation and eliminating the need for all types of skills to be staffed at all call centers
• Deliver 'follow the sun' applications with multiple call centers to service all time zones around the clock
• Support work at home agents
• Avoid costly employee relocations
• Ensure business continuity in the event of natural disasters or network outages

For information on product and application interoperability, please contact your nearest Mitel office.

• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF 877KB)