Mitel releases cloud-based contact center solution

Mitel has announced the release of its Mitel AnyWare Cloud Contact Center solution as the latest addition to the company's suite of cloud-based products. Mitel's contact center solution is targeted to address the small and midsize business market. The contact center service is integrated with the Mitel Anywhere suite of cloud-based unified communications features, bundled with a package that also includes local and long distance calling for about $65 per user.

Mitel has announced the release of its Mitel AnyWare Cloud Contact Center solution as the latest addition to the company's suite of cloud-based products. Mitel's contact center solution is targeted to address the small and midsize business market. The contact center service is integrated with the Mitel Anywhere suite of cloud-based unified communications features, bundled with a package that also includes local and long distance calling for about $65 per user per month.

The Mitel AnyWare Cloud Contact Center includes standard call center features like automatic call distribution (ACD), skill-based and predictive routing, priority queues, "hot desking," and industry-standard supervisory and management tools. The solution is fully managed by Mitel in its data centers, offloading customers' IT teams from the design, deployment and day-to-day management. Mitel AnyWare Cloud Contact Center also supports integration with customer relationship management applications including Salesforce.com, SugarCRM, Microsoft Dynamics CRM and other TAPI (Telephony Applications Programming Interface) applications.

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Following the announcement, we spoke with Jon Brinton, the president of Mitel NetSolutions. He told us that the ideal customer typically has 500 to 1,000 employees, with 50 to 100 of these employees providing customer support through a contact center solution. He also noted that the cloud solution is based on Mitel's on-premises contact center portfolio, so it can also work well in a hybrid cloud/on-premises architecture.

In a statement, Briton also noted, "Companies today are under enormous pressure to be more competitive and to improve operating efficiencies and results, and a high performance responsive contact center has become a competitive differentiator." He added, "The rich feature set available with the Mitel AnyWare cloud solution can provide small and mid-sized businesses a streamlined process to manage their contact center cost effectively and with the superior performance and integration previously only available to large organizations with large budgets."

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