Freebridge Community Housing Creates Customer Centric Contact Centre With
Mitel MiContact Centre's Seamless Integration With Microsoft Lync Delivers
Rich Contact Centre Functionality for Enhanced Tenant Services
LONDON, July 15, 2014 (GLOBE NEWSWIRE) -- Mitel® (Nasdaq:MITL) (TSX:MNW), a
global leader in business communications, has delivered a contact centre
solution for Freebridge Community Housing as part of a strategic move to
enhance its customer service capabilities.
Implemented in collaboration with Mitel partner Koris, the Mitel solution
integrates seamlessly with Microsoft Lync to deliver a contact centre
operation that enhances the housing team's ability to support over 7,000
tenants in managed homes and sheltered schemes across Norfolk, England.
Dave Clements, ICT Business Partner, Freebridge Community Housing, comments:
"MiContact Centre for Lync is a central part of our contact centre set-up.
Since installing the new system we have come out on top of mystery caller
tests between us and other housing associations in the region. Average call
length has gone down every month, with the latest figures showing a 22.8%
decrease in the average call handling time since deployment."
MiContact Centre for Lync brings critical functionality to Freebridge's
contact centre environment to enhance the customer experience while fulfilling
the needs of agents and supervisors who require an intuitive and easy to use
system with advanced reporting features. Powerful reporting directly leads to
improvements in performance, providing real-time statistics to manage tenant
interaction, set benchmarks and identify areas where more training may be
required for the contact centre team.
Steve Powell, Sales Director Contact Centre Solutions, Mitel, commented:
"Mitel MiContact Centre for Lync aims to deliver a highly functional and
future-proof solution that enables companies like Freebridge Community Housing
to put the customer at the centre of their business. Through its integration
with Microsoft Lync and range of intuitive features, organisations can benefit
from an advanced contact centre solution without the cost and complexity that
comes with installing a separate service."
Mitel will be demonstrating MiContact Center for Lync, Lync-optimized phones
and its portfolio of other solutions that help customers leverage their
Microsoft infrastructure and maximize Lync at Microsoft's Worldwide Partner
Conference (WPC) in Washington D.C.from July 13 to 17, 2014. Check us out at
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.
Mitel and the Mitel logo are registered trademarks of Mitel Networks
All other trademarks are the property of their respective owners.
CONTACT: Duncan Miller, Mitel, +44 1291 430 000,
Andrea Berghall, EML Wildfire, +44 208 408 8000,
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