Mitel Dealership Excited about Version 4 Contact Center Solution

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Las Vegas, UNITED STATES, June 26, 2003 – Although there was a high chance of losing on the slots, dealers felt 6100 Contact Center Solution (CCS), Version 4 was a guaranteed win. With an attendance of about 1,200 people from across the world, Mitel Forum 2003 proved to be Mitel’s largest gathering of VARs, VIP customers, strategic partners, Mitel users, consultants, and executives ever. The Mitel Forum was staged at Caesar’s Palace in Las Vegas from July 23 until July 26. The large exhibit hall displayed new and exciting products from Mitel’s strategic partners. The Mitel 6100CCS area featured a captive office of all products offered by prairieFyre including 6110CCM, 6115ICC, 6120 Scheduling, 6150 Multimedia Contact Center. The main attraction in the 6100CCS display area was the prairieFyre Web-based multimedia solution, featuring e-mail, Web-chat, and fax queuing, blended with Mitel’s voice processing 3300 VoIP solution. “The addition of fax routing is the next logical step in the contact center evolution: from handling voice-only contacts to handling multimedia contacts”, states Malcolm Teasdale, VP of Sales and Marketing. “The 6150 Multimedia Contact Center (MCC) routing features coupled with 6110 Contact Center Management (CCM) reporting and real time, provide power and performance to the most demanding contact center environments.” prairieFyre unveiled the Contact Center in a Box prototype an all-in-one contact center management solution of pre-bundled software and hardware to get input from dealers. In addition, prairieFyre’s new real-time adherence module for its integrated workforce management solution generated great interest. “6125 Real-time Schedule Adherence (RTSA) extends 6120 Scheduling by allowing supervisors to monitor agents’ adherence to a schedule”, states Malcolm Teasdale. Knowing what agents are doing in relation to what is scheduled allows supervisors to quickly identify non-adherence and respond before service levels are sacrificed.” Enhancements to 6110 CCM, prairieFyre’s primary contact center management solution, were also a topic of great discussion: viewing the UI in seven languages, multimedia reporting, a unified multimedia database. With support for large multimedia contact centers, a comprehensive workforce management solution, a unified administration, and multilingual support, attendees could quickly see how easily business intelligence could be gathered to optimize the operations of the most complex contact center environments. About Mitel Networks Mitel Networks is a market-leader for voice, video, and data convergence over broadband networks. With a focus on the user experience, the company delivers advanced communications solutions that are easily customized for individual business needs. Through intuitive desktop appliances and applications, businesses are provided with innovative ways to manage information and resources. Vertical markets benefit from integrated solutions that protect Mitel Networks is headquartered in Ottawa, Canada with offices, partners, and resellers worldwide. For more information please visit www.mitel.com.