Mitel Modernizes Philadelphia Zoo Contact Center to Enhance Visitor Experience

June 27, 2013

Mitel Business Partner Conference— The Philadelphia Zoo's primary objective is connecting its more than 1.2 million visitors a year with its 1,300 rare species of animals. When the Zoo needed to improve its visitor experience and more efficiently support its staff, it turned to Mitel® (Nasdaq:MITL) (TSX:MNW), a leading provider of cloud and premises-based unified communications and collaboration (UCC) solutions, and VoIP Networks, to upgrade its voice contact center infrastructure.

"The Mitel solution definitely simplified IT administration and made us much more effective," said Gerald Griffin, director of IT at Philadelphia Zoo. "The products are very easy to use and upgrade to implement new initiatives. The reliability of the system has significantly improved throughout the organization. As we continue to develop our communications, we know Mitel's world-class solution has the flexibility and functionality needed for us to continue to leverage it."

The Zoo is already seeing the benefits from the recently deployed MiContactCenter and MiCollab solutions. The contact center is handling calls across four queues that cover membership, group sales, education and switchboard. Key features such as call routing, fair call distribution, queue prioritization, and automatic call re-routing ensure a professional and efficient caller experience.

"We worked closely with Mitel and the Philadelphia Zoo to plan and implement the solution," said VoIP Networks CEO Mark Mowad. "Our goal was to provide an advanced solution that drives simplicity and cost-savings for the Zoo as well as a better customer experience for their visitors."

Based on the Mitel solution's reporting features, the Zoo has already expanded its contact center operations from five to seven days a week. Staff efficiency has also improved as collaboration features provide access to fixed and mobile devices as well as voice mail services — regardless of where they are located or which number is dialed.

"Organizations such as Philadelphia Zoo cannot afford to deliver anything less than a superior customer experience at all touch points," said Ron Wellard, EVP and GM, Mitel Communications. "Deployed by small- and mid-sized and enterprise businesses globally, our portfolio enhances the customer experience, drives employee productivity and controls operational costs across the organization."

About Philadelphia Zoo

America's first zoo and one of the region's foremost conservation organizations, the Philadelphia Zoo is home to nearly 1,300 animals, many rare and endangered. By connecting people with wildlife, the Philadelphia Zoo creates joyful discovery and inspires action for animals and habitats. The Philadelphia region's leading family destination, the Zoo welcomed more than 1.2 million visitors last year. The Philadelphia Zoo is accredited by the Association of Zoos and Aquariums. For more information on the Philadelphia Zoo, to donate or to purchase and print tickets online, visit www.philadelphiazoo.org. Philadelphia Zoo is a non-smoking facility.

About VoIP Networks

VoIP Networks is one of the leading single-source providers of voice, data, and carrier solutions in the U.S., serving businesses of all sizes and across multiple industries in the private, public, and non-profit sectors. VoIP Networks supports local, regional, nationwide, and international offices with industry leading products, value-added services, and unmatched support.  For more information visit www.voipnetworks.com.

About Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to www.mitel.com and follow us on LinkedIn and Twitter @Mitel.

Información de contacto

Sandrine Quinton, Media

Tel: +33 (0)130-964-301

Email: [email protected]

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