Page 24 - Telecom Reseller April-May 2014

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tions.com
April/May 2014
24 Telecom Reseller
New Report: “The Art of the Possible: An
Mitel Launches Cloud-
TelecomReselle one billion minutes of customer interactions and
Overview of Public Broadband Options”
managed operations for the largest US-based
Based MiContact contact center, supporting 20,000 home-based
Mindependent agents. Mitel complements the
Center Live Service
LiveOps platform to expand options for its ore and more local governments released a new report titled “The Art of the Possible:
customers, especially those seeking the business across the U.S. are building broadband An Overview of Public Broadband Options.”
Wbenefits offered by cloud communications.
infrastructure to provide high speed The report is intended to serve as a primer
(360) 260-9708 Internet access to better enable their schools, for local government and community leaders
ebRTC and Social Media Support i
Plus Streamlined Service Tools For more informatioTn oHnEMiCNonEtaWct S SObUusiRneCsseEs anFd cOitizRensUtoNcomIFpeIteEinDtodCay’sOdiMgitalMUonNdIiffCereAntTapIpOroaNchSes,toCpuLblOic bUroDadba&nd COLLABORA
telecomreseller.com
Enhance Customer Care, Delivered
Center Live, go to www.mitel.com/ economy. Today, New America’s Open Technology networks. The report addresses broadband
• M A
Via Attractive ‘Pay Per Use’ Cloud Pricing product-service/micontact-center-live
Institute (OTI) and CTC Technology & Energy
N E T W O R K S
•
•
I P / I P - P B X •
V O I P •
S I P
S O F T W A R E •
S E R V ›I› C E
Continues on page 26
Building on its strategic priority to invest
in the cloud and expand in the contact center,
Mitel announced MiContact Center Live. A full-featured customer care platform delivered
as a service via the cloud, MiContact Center Power Protection for Vital Equipment
Live provides companies with powerful tools to
engage their customers and grow their business.
The service is available immediately in the U.S.,
with plans to launch in select countries over the
next 12 months.
8 key
MiContact Center Live provides full multi-
channel support, allowing customers to interact future
with a business via their preferred method,
including WebRTC for real-time chat via the By Pat Patte
R
Internet and popular social media channels such ec
as Facebook and Twitter as well as traditional th
customer service channels such as phone, email tin
and SMS text messaging.
back. Un
“Two driving forces in the contact center space the GDP
today are cloud delivery and personalization to cent, IT
enable customers more channels and service growth r
options. MiContact Center Live offers the flexible gies, and
cloud delivery many businesses are seeking
plus the very latest features, including WebRTC dawn of
client and social media for a more personalized mid-mar
approach. This is a smart move by Mitel to grow catching
its contact center offering,” said Sheila McGee- In fac
Smith, president and principal analyst at McGee- gence ha
Smith Analytics.
fessional
budgets
Better Customer Experience
increase
MiContact Center Live provides full enterprise- a year th
class customer care solutions for businesses of departme
any size. The cloud subscription model allows
companies to quickly scale, supporting on-going
growth and also enabling support for seasonal
spikes in business. It virtually eliminates initial
upfront investments and ensures that companies
have the latest software and tools to provide the
best customer service.
“Mitel is committed to providing our
customers with the best path to cloud communications, including comprehensive
solutions for customer care. With MiContact
Center Live, we deliver an enterprise-class Surviv
platform for any size business with leading
features to engage their customers and deliver By David By
A
loyalty-building services,” said Ron Wellard, s
executive vice president and general manager of a
products and solutions at Mitel.
th
An advanced agent desktop brings storms, i
communications from all channels together
ing torna
for a single unified agent experience to enable and June
seamless customer service. The service integrates whether
with leading CRM (customer relationship to be pre
management) software such as salesforce.com Altho
and includes tools that enable agents to quickly cle woul
escalate communications across media channels, ment, on
based on the customer preference. It also includes to have
outbound capabilities as well as call recording only 28%
and screen recording for issue resolution and quality control purposes.
it recentl
MiContact Center Live is built on the award- effective
winning contact center platform from LiveOps, lag their
an industry leader in customer service solutions ing the r
with more than 10 years of cloud experience. The plan. AT
highly scalable platform has processed more than
Study f

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