Ottawa, ON, Canada, April, 2019 -- As providing exceptional customer experiences becomes an increasingly important brand differentiator, Mitel is investing in contact center solutions to give businesses broader choices and more innovative ways to compete. The company introduced further platform and application integrations and launched a new contact center-as-a-service (CCaaS) solution powered by Talkdesk to help businesses exceed customer expectations in a digital-first world.
New enhancements to the Mitel contact center portfolio include the introduction of MiContact Center Business for the MiVoice Connect system, providing an omnichannel management solution for that platform. MiContact Center Business also now offers MiVoice Connect customers open media and a REST API toolkit for increased extensibility, visual IVR and workflow programming capabilities, speech-enabled IVR, and SMS support.
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In July 2018, Mitel previously announced a strategic partnership with Google to infuse Google Cloud AI and machine learning into its virtual agent, agent assist, and analytics capabilities to bring a higher level of intelligence and insight to customer interactions. New features based on the collaboration with Google are now in development and trial phase with general availability during the second half of 2019.
Mitel is introducing MiCloud Connect CX, a CCaaS solution powered by Talkdesk. MCloud Connect CX builds on Mitel’s call control and global network of resources and marries it with a modern cloud architecture and consumer-like usability provided by Talkdesk, a CCaaS vendor. This all-in-one solution combines communications and contact center tools into a single application, enabling businesses to seamlessly serve customers through any channel, anywhere.
"As an insurance provider, serving customers across a broad range of verticals can be challenging. Efficiency and speed are key to our success. By modernizing our processes, leveraging collaboration tools, and integrating more customer touchpoints and capabilities into our contact center, we’re engaging with customers much more effectively," said Eric Laracuente, Infrastructure Engineer, Secura Insurance Companies. "The end result is stronger relationships with our customers and a better experience overall."
"Customer experience is the ultimate differentiator. It’s what separates the leaders from everyone else, and no business – large or small – can afford to approach it with half measures," said Bob Agnes, EVP and President, Mitel Products and Solutions. "Mitel understands what’s at stake in a digitally-immersive world. Through our dedication to continuous innovation and select strategic partnerships, we’re helping companies transform the experiences they provide their customers and stay ahead of the competition."
Posted by Veronica Silva Cusi, news correspondent
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
Published: Friday, April 12, 2019
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