BLOG – IMAGINEERING WITH COMMUNICATIONS
Mitel Contact Center Solutions Receives 2009 Product of the Year Award
February 25, 2010
Mitel honored by Customer Interactions Solutions Magazine for fourth year in a row
OTTAWA, Ontario – Jan. 29, 2010 – Mitel®, trusted provider of unified communications software solutions announced today that Mitel Contact Center Solutions has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine. This is the fourth year in a row that Mitel has received this award.
Mitel‘s Contact Center Solutions enable organizations to optimize contact center operations, manage and measure contact center performance, and ultimately improve customer service levels. Mitel Contact Center Solutions scale to meet the needs of contact centers from small single-site to large multi-site virtual contact centers.
“I am pleased to honor Mitel for its hard work and success. Mitel Contact Center Solutions has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements.”
With the release of Mitel Contact Center Solutions 5.6 in 2009, many unique features were added to the solution focusing on driving agent and supervisor productivity and optimizing contact center operation. Some of these features include an employee portal for more efficient work force management, SMS texting support to enable agents to handle multi-channel inquiries quickly and efficiently, and the delivery of a Salesforce.com Unified Client that provides embedded telephony and agent functions directly from the Salesforce.com client to improve agent productivity through business process integration. It was also announced in 2009 that through a partnership between Mitel and VMware, Mitel Contact Center Solutions can be deployed in a virtualized VMware environment.
“As recognized by Customer Interactions Solutions Magazine, Mitel continues to be a leader by providing choice and flexibility to organizations deploying our innovative software solutions,” says Ron Wellard, executive vice-president of product development and operations, Mitel. “By delivering Mitel Contact Center Solutions as a VMware Ready™ solution, Mitel enables organizations to simplify management, improve business continuity strategies, and reduce operating costs.”