Mitel's Contact Center Solutions enable organizations to optimize contact center operations, manage and measure contact center performance, and ultimately improve customer service levels. Mitel Contact Center Solutions scale to meet the needs of contact centers from small single-site to large multi-site virtual contact centers.
"I am pleased to honor Mitel for its hard work and success. Mitel Contact Center Solutions has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them," said Rich Tehrani, CEO, TMC. "For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements."
With the release of Mitel Contact Center Solutions 5.6 in 2009, many unique features were added to the solution focusing on driving agent and supervisor productivity and optimizing contact center operation. Some of these features include an employee portal for more efficient work force management, SMS texting support to enable agents to handle multi-channel inquiries quickly and efficiently, and the delivery of a Salesforce.com Unified Client that provides embedded telephony and agent functions directly from the Salesforce.com client to improve agent productivity through business process integration. It was also announced in 2009 that through a partnership between Mitel and VMware, Mitel Contact Center Solutions can be deployed in a virtualized VMware environment.
"As recognized by Customer Interactions Solutions Magazine, Mitel continues to be a leader by providing choice and flexibility to organizations deploying our innovative software solutions," says Ron Wellard, executive vice-president of product development and operations, Mitel. "By delivering Mitel Contact Center Solutions as a VMware Ready™ solution, Mitel enables organizations to simplify management, improve business continuity strategies, and reduce operating costs."
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.
Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast's Top U.S. sites, placing TMCnet in the nation's top .03% most visited Web sites. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO (ITEXPO); 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). For more information about TMC, visit http://tmcnet.com/.
Parmi les leaders mondiaux dans le domaine des communications d’entreprise en rendant possibles plus de 2 milliards de connexions chaque jour, Mitel permet aux entreprises de se connecter, de collaborer et aux fournisseurs de services de proposer des services innovants à leurs clients. Notre innovation et nos experts sont au service de plus de 70 millions d’utilisateurs dans plus de 100 pays.
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Sandrine Quinton, Mitel
Tel: +33 1 30 96 43 01