Mitel Simplifies How Businesses Connect With Customers in Latest Release of
New Mobile Chat and Multichannel Self-Service Options Expand Customer Choice
Via Their Preferred Media and Devices
OTTAWA, Feb. 12, 2014 (GLOBE NEWSWIRE) -- Mitel® (Nasdaq:MITL) (TSX:MNW) today
unveiled its seventh-generation contact center solution to help businesses
simplify how they interact with their customers via popular new contact
options. MiContact Center 7.0 includes mobile chat and self-service features
as well as outbound capabilities that are designed to boost sales and drive
"Finding easier ways for businesses to engage customers via their preferred
media and devices is a top priority for contact centers, with a growing focus
on mobile and self-service features. MiContact Center not only delivers on
this, but also integrates communication across all channels to deliver a
single customer experience. For example, organizations can post contact
options on their website along with estimated wait times, empowering customers
to decide how they contact the business," said Todd Simons, director of
product solutions, Mitel.
Swanson Health Expanding Contact Options
Swanson Health is among several companies already planning to expand its
customer contact options with the latest version of MiContact Center. A
leading natural health retailer offering high quality vitamins, supplements
and natural health products online and via direct mail, Swanson Health manages
a high volume of calls, emails and live chat sessions daily.
"At Swanson Health, we count on MiContact Center to track and analyze all our
calls, emails and chats. We are looking forward to the new features in
MiContact Center, which provides even more options for our customers to
contact us, including mobile chat. Furthermore, it provides new features to
help our business run more effectively," said Patti Westland, director of call
center for Swanson Health.
In addition to more contact options for customers, MiContact Center now
enables quicker and more immersive service by equipping agents with richer
customer information collected from across all media channels. Support for
mobile supervisors using real-time management applications can further
streamline customer service.
Getting Proactive with Outbound
The new release also includes MiContact Center Outbound portfolio, a
feature-rich offering that introduces new preview and predictive dialing
capabilities, as well as campaign and agent scripting capabilities. With
MiContact Center Outbound, businesses can boost sales, drive lead generation,
and keep agents busy with outbound interactions and campaigning capabilities
while facilitating first-contact resolution and business process compliance
through agent scripting functionality.
"Contact centers are about providing great customer service for inbound calls
and also enabling engaging outbound calls that can really add to the bottom
line. MiContact Center Outbound is designed to greatly improve the outbound
experience with features that can improve agent productivity for more prompt,
informed customer service," said Simons.
MiContact Center is one of three flagship product lines for Mitel, along with
MiVoice and MiCollab. Together, these solutions aim to help organizations
connect employees, partners and customers to enable collaboration and spur
For more information on MiContact Center, including product details,
whitepapers and customer success stories, go to
Mitel®(Nasdaq:MITL) (TSX:MNW) is a global leader in business communications
that easily connect employees, partners and customers -- anywhere, anytime and
over any device, for the smallest business to the largest
enterprise.Miteloffers customers maximum choice with one of the industry's
broadest portfolios and the best path to the cloud. With more thanUS$1
billionin combined annual revenue, 60 million customers worldwide, and #1
market share in Western Europe,Mitel is a clearmarket leader in business
communications. For more information, go towww.mitel.com.
CONTACT: Amy MacLeod (media), 613-592-2122 x71245
Malcolm Brown (industry analysts), 613-592-2122 x71246
Michael McCarthy (investor relations), 469-574-8134
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