The acquisition coincides with the increasing influence of customer facing contact center applications as a revenue engine for many organizations and a key factor in building and maintaining customer satisfaction and loyalty. Additionally, the acquisition provides Mitel a cornerstone development platform to address increasing demand for cloud-based contact center solutions, and creates strong pull-through opportunities for associated sales of Mitel's core IP telephony and UC solutions.
"Mitel's strategy centers on delivering profitable growth to our customers, partners and shareholders. In response to customer demand, many of our IT resellers have started building out specialized contact center practices and are asking for a solution tightly integrated and aligned with Mitel's product development and roadmaps," said
The contact center group will continue to be led by prairieFyre CEO
"The challenging economic climate during the last few years has dramatically heightened the need for business solutions that drive hard ROI and strengthen customer interaction. Contact centers facilitate and create a natural connection point for customer engagement, sales and support, positioning our applications as critical enablers for customer purchasing decisions," said
*Ovum, Global Contact Center Technology Spending Forecast: 2011—16,
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Camille Beasley, Media