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Mitel Receives 2010 IP Contact Center Technology Pioneer Award

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Customer Interaction Solutions Magazine’ recognizes Mitel’s contribution to dramatically improve call center operations

OTTAWA, ONTARIO, Aug 13, 2010 (Marketwire via COMTEX News Network) — Mitel(R) (NASDAQ:MITL), a leading provider of unified communications software solutions announced today that Technology Marketing Corporation’s (TMC(R)) Customer Interaction Solutions magazine has named Mitel as the recipient of the 2010 IP Contact Center Technology Pioneer Award for the suite of Mitel Contact Center Solutions.

“TMC is proud to distinguish Mitel with an IP Contact Center Technology Pioneer Award. Mitel Contact Center Solutions has been designed with the needs of the contact center market in mind and the potential of IP behind it making it worthy of this prestigious honor,” said Rich Tehrani, CEO, TMC.

Mitel Contact Center Solutions, including Mitel Contact Center Business Edition and Mitel Contact Center Enterprise Edition enable customers to increase agent and supervisor productivity, optimize contact center operations and improve customer service levels. Businesses can tailor a solution to meet the unique needs of their contact center with a combination of robust communications platforms, automated call distribution (ACD) software and a modular suite of feature-rich, web-based applications.. Mitel Contact Center Solutions scale to meet the needs of the full spectrum of applications, from small, single-site operations, to large, multi-site, virtual contact centers, with thousands of agents.

“Mitel designs its offering to provide organizations with a reliable, sophisticated and cost-effective contact center solution,” said Stephen Beamish, vice-president of marketing and business development, Mitel. “This award is further validation that our ongoing investment in customer interaction solutions is delivering real value for our customers.”

Mitel Contact Center Solutions deliver tangible business value in the following ways:

— Supporting first-time issue resolution, personalized service and improved customer retention. — Facilitating easy access to the right skills, at the right time wherever and whenever they are needed.

— Allowing organizations to leverage a distributed workforce to deliver superior customer service from anywhere.

“Using the Mitel Contact Center Solution, we are able to maximize call volume, enhance agent performance, monitor queue times, and load balance all call centers as one,” says Ken Moore, telecom CRM development, ShoesForCrews LLC. “With enhanced agent alerts our supervisors are able to monitor agents and detect unauthorized breaks by using contact center client pre set alerts.”

For more information about Mitel Contact Center Solutions, please visit http://www.mitel.com/DocController?documentId=22085

About Customer Interaction Solutions Magazine

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.

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