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Mitel Helps Businesses Improve Customer Service Experience With Enhancements to MiContact Center

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SalusCare Leverages Microsoft Lync to Extend Value Into the Contact Center

OTTAWA, Oct. 14, 2014 (GLOBE NEWSWIRE) — Mitel® (Nasdaq:MITL) (TSX:MNW) has announced enhancements to its MiContact Center solution to help businesses better connect with their customers and deliver personal service experiences. This includes a native, end-to-end solution for Microsoft Lync that leverages the collaboration tool into the contact center to deliver a simplified, customer-centric experience through email, web chat or social media.

Contact center is a strategic area of focus for Mitel and these latest enhancements with alignment to Lync underscore the company’s industry leadership. A number of customers are already seeing benefits from the new enhancements, including SalusCare, a not-for-profit mental health and substance abuse service provider in Fort Meyers, Florida.

“SalusCare runs on the Microsoft IT platform and we use Microsoft Lync across our seven locations countywide. Mitel’s ability to optimize our Lync solution into the contact center for seamless customer service was a key differentiator and has helped us greatly improve our customer experience. The new enhancements to MiContact Center have helped us to increase the number of calls we successfully answer by 12 to 15 percent,” said Shawn Evans, IT Manager at SalusCare. Read Mitel’s blog on SalusCare below.

New enhancements in MiContact Center include Lync multimedia contact solutions that support customers’ choice of communication, from email and web chat to social media interactions. MiContact Center also includes a robust Interactive Voice Response (IVR) platform, allowing Mitel and Microsoft customers to extend and optimize their contact centers with self-service options. Another enhancement provides mobility to the contact center supervisor with tablet support for the real-time supervisor client.

“Many of our customers have made investments in Microsoft for IT and collaboration. Mitel helps those customers maximize that investment and extend the value with flexible solutions that meet their business needs,” said Chris Courneya, general manager of Mitel Contact Centers. “Based on customer conversations and with the rise in Lync adoption, we continue to build on our robust customer interaction solution so that our customers can take full advantage of their Lync solutions for the contact center. With this latest version, Mitel has what we believe is the strongest contact center solution for businesses using Lync.”

MiContact Center is built natively on Microsoft Lync Server call control software and Lync desktop client to provide the most seamless solution for the contact center. Mitel is also one of only three Lync-optimized business phone manufacturers and works closely with Microsoft to help our joint customers achieve their vision for how they deliver customer experiences. Mitel’s Microsoft Lync portfolio is rounded out with the new MiVoice InAttend, a comprehensive solution for operators, and an array of SIP-DECT wireless phones.

The MiContact Center portfolio has a broad range of options for any business, ranging from start-up and SMB up to the largest enterprises. Solutions are cloud-enabled and deliver options to meet different business needs.

For more information go to Mitel Lync Solutions.

Read Mitel’s Customer Close Up Blog for more on SalusCare.

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