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News : Mitel Named a Leader in Interaction Management by Forrester

#contactcenterworld, @Mitel, @forrester

Ottawa, Ont., Canada, Oct. 17, 2016 -- Mitel(R) (Nasdaq:MITL) (TSX:MNW), a global provider in real-time business, cloud and mobile communications, announced it was among the select companies Forrester invited to participate in the evaluation The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016. In this evaluation, Mitel was cited as a Leader.

Forrester assessed strengths and weaknesses of eight vendors based on 40 criteria in three major categories: current offering, strategy and market presence. Mitel emerged as one of only two companies to receive the Leader designation. According to the report, "Mitel was one of the first vendors to virtualize its software, and this gave the firm a head start on the path to cloud-based offerings. Mitel has a strong channel and position in some vertical markets such as the public sector and hotels."

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The report also cited Mitel's recent mergers and acquisitions strategy which has helped "grow the company from a scale and reach perspective, and integration of the companies it has acquired is going well."

Forrester concluded Mitel's report profile with, "Customers using Mitel for UC and telephony should consider MiContact Center Business—either hosted or on-premises."

"Customer experience is becoming the new battleground for business retention and growth, almost to the point of where it is as important as the products or services offered. Solutions for midsize contact centers must provide flexibility and enable a superior customer experience without compromising the bottom line," said Brian Spencer, General Manager Contact Center, Mitel. "Being able to connect with customers when and how they desire is key to driving satisfaction. Mitel is focused on offering that kind of customized experience and giving businesses the tools to compete and win in a fast changing market."

#contactcenterworld, @Mitel, @forrester

Posted by Veronica Silva Cusi, news correspondent
Source: Mitel


About Mitel:
Company LogoMitel 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.
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About Forrester:
Company LogoForrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Tuesday, October 18, 2016

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 

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