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Mitel Introduces New Multimedia Contact Center Integration
The combined solution will allow Mitel's Contact Center Solution to seamlessly integrate its voice, web-chat, email, and fax routing and queuing capabilities into the powerful real-time collaboration and presence capabilities that Live Communications Server 2005 brings to programs such as Microsoft Office Outlook 2003, Microsoft Office Excel 2003, and Microsoft Office Word 2003. The product suite will be demonstrated at VON 2005 in San Jose, in the Microsoft Partner Booth (Booth # 507).
"The combination of Mitel's Contact Center Solution and Live Communications Server 2005 will enable enterprises to offer enhanced real-time collaboration and presence capabilities to a wide variety of media, allowing them to expedite the handling of customer interactions using all communication methods possible," said Taylor Collyer, senior director of product management, Real-Time Collaboration Business Unit at Microsoft Corp. "This capability will be of great value to contact centers of any size on either legacy or next-generation enterprise telephony infrastructures."
"In working with Live Communications Server, Mitel is applying its expertise in contact centers and real-time solutions, to deliver integrated presence and collaboration functionality that allows a more effective, responsive and seamless experience that enhances the interaction between businesses' and their customers," said Steve Davis, VP Marketing, Mitel.
The Mitel Contact Center Solution is a modular suite of applications including Automated Call Distribution, workforce management, Computer Telephony Integration and Integrated Voice Response capabilities. Based on Microsoft's .NET architecture and utilizing Microsoft tools such as Exchange Server, Outlook, Office and MS CRM to provide a fully-featured yet affordable solution for contact centers of any size.
The Mitel Contact Center Solution integration with Live Communications Server 2005 will be generally available in third quarter, 2005.
