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“Before this deployment, some of the components were resilient, but others weren’t,” said Randy Adams, Architecture Technical Specialist for Mitel. “We had localized call control in remote offices, which increased the complexity of the solution. Now, wherever we have an Internet connection and there’s a large number of agents, we have tertiary failover capability. Many agents need to be connected 24/7, and now, instead of the contact center being out of service if they lose connection, agents failover to the localized internet connection and still retain services.” 

    Goals
    • Consolidate the different types of systems accumulated over decades of mergers and acquisitions
    • Increase reliability, ease of use and accessibility for remote workers, so that they're no longer inhibited by hardware dependencies
    results
    • Reduced the number of servers and licenses needed by over half
    • Increased redundancy and resiliency for the business and users
    • Simplified system management with automation capabilities
    • Decreased costs across the board
    • Dramatically improved consistency and reliability

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MiContact Center Business

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Mitel@Mitel

With 45 years in the communications industry, Mitel has grown by strategic acquisition. Each transition brought with it the incorporation of different types of systems, which created a need for more continuity in communications technology between office and remote workers. Implementing disparate features and services into the existing infrastructure was an ongoing challenge.
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