Mitel Modernizes Philadelphia Zoo Contact Center to Enhance Visitor Experience
Improved Contact Center Efficiency Helps Support Sales Growth at America's
HOLLYWOOD, Fla., June 27, 2013 (GLOBE NEWSWIRE) -- 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
"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
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 visitwww.voipnetworks.com.
Mitel® (Nasdaq:MITL) (TSX:MNW) is a global provider of unified communications
and collaboration (UCC) software, solutions and services that enable
organizations to conduct business anywhere, over any medium with the device of
their choice. Through a single cloud-ready software stream, Mitel's Freedom
architecture provides customers in over 100 countries the flexibility and
simplicity needed to support today's dynamic work environment. For more
information visit www.mitel.com.
Amy MacLeod (media), 613-592-2122 x71245
Malcolm Brown (industry analysts), 613-592-2122 x71246
Cynthia Hiponia (investor relations), 613-592-2122 x71997
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