Customer Interaction Solutions on display at Mitel Forum 2007

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Ottawa, CANADA, June 26, 2007 – Mitel’s Customer Interaction Solutions portfolio will be on display at Mitel Forum in Las Vegas from June 25-26, 2007. Highlights of the show include a prairieFyre presentation of the upcoming release of Customer Interactions Solutions Version 5.3. Also on display are a variety of customized and integrated solutions that can be provided by the prairieFyre Professional Services team.

While at Mitel Forum 2007, prairieFyre will unveil the new applications and improvements of its upcoming release, Customer Interaction Solutions Version 5.3. This includes Teleworker and fault tolerant support for Contact Center Softphone, as well as Contact Center Screen Pop, increased port size for Intelligent Queue, and high availability / disaster recovery solutions.

Chris Courneya, President, states “prairieFyre software is proud to be Mitel’s OEM partner of choice for Contact Centers. Mitel and prairieFyre have worked hard at listening to our channel partners and end customers, and we’re very pleased to showcase how our new offerings in 5.3 are enabling our customers to be more profitable. We’re also very excited to provide a sneak preview of the great features being built for 5.4 and 6.0”   

Contact Center Softphone now supports Mitel’s award winning Teleworker solution. This enables your agents to work from home or while traveling, providing remote agents with complete access to the voice and data capabilities used by their colleagues in the contact center.

Contact Center Screen Pop is now delivered natively from PhoneSet Manager and Softphone. It provides a unified, high productivity desktop to agents while also coordinating the delivery of customer data with voice calls. Optionally, out of the box integrations may be enabled for Microsoft CRM and Salesforce.com to ensure agents receive a complete CRM view of caller and account information at the time a phone call arrives.  The result is enhanced service, reduced wait times, and increased customer satisfaction. When enabled with Professional Services extensions, Contact Center Screen Pop integrates with Enterprise Resource Planning (ERP), Back Office systems, and CRM databases to customize the screen pop data and launch a web page or database account page.

Also new to Version 5.3 of Customer Interaction Solutions is the increased port size of Intelligent Queue. The port capacity has been doubled to 120 ports to support more incoming calls and Updated Position in Queue messaging.

Management improvements to Version 5.3 include Terminal Service thin client support, Contact Center Client performance improvements, and 3300 ICP Synchronization and Validation. 3300 Synchronization and Validation enables you to easily ensure that the phone system is configured for correct operation with prairieFyre products. 3300 ICP Synchronization and Validation will also automatically program devices found in the 3300 ICP phone system into the YourSite database.

Customer Interaction Solutions continues to globalize and has been translated into three new languages - Brazilian Portuguese, Italian, and Mandarin Chinese.  Multimedia Contact Center has also been translated to Spanish.

High Availability / Disaster Recovery leverages Microsoft® Clustering services for Contact Center Management, Interactive Contact Center, and Intelligent Queue. This ensures that your contact center can continue to operate seamlessly in the event of a power or network outage.

prairieFyre Professional Services is also on display at Mitel Forum 2007. The Professional Services team can provide your business with a variety of customized and integrated solutions, such as Call Recording integration solutions, Microsoft CRM-based Preview and Power Outbound Dialing, Certified Workforce Management integrations, Mitel Contact Center Solutions customizations, End-user training, and installation and integration with Microsoft Live Communications Server, Microsoft Exchange, and Microsoft Clustering.