VMWare

Mitel Contact Center and Call Accounting are fully supported on VMWare. The VMWare Ready Certification program is an ecosystem initiative that enables customers to identify virtual appliances that follow best practices and are optimized for VMware Infrastructure. It ensures the best possible user experience around virtual appliances being deployed in production.

Salesforce.com

Mitel Contact Center and Call Accounting solutions integrate with Salesforce.com to provide soft phone functionality, call control, and Salesforce.com CRM screen pops. The Salesforce.com integration ensures agent compliance to business processes and increases agent productivity by providing a unified desktop experience.

OAISYS

OAISYS is an industry-leading developer of call recording solutions. OAISYS solutions enable IP telephone calls to be digitally captured for simple retrieval, playback, and management, all through intuitive interfaces designed to meet individual user needs. Mitel Contact Center Management integrates with OAISYS Tracer call recording software to enable 24/7 call recording. Call recordings captured using the OAISYS Tracer are linked to cradle-to-grave Lifecycle reports so supervisors can easily monitor agent performance and compliance, aid in agent training and development, and identify best practices for customer services.

Verint Audiolog

Verint Audiolog is a complete, open architecture system for recording, archiving, and playing back of voice conversations. Mitel Contact Center Management integrates with Verint Audiolog call recording software to solve several of the common challenges that face contact centers: the need to drive growth, develop sound business practices, verify regulatory compliance, and provide the absolute highest level of customer service.

Verint Impact 360

Mitel Contact Center integration for Verint Impact 360 is an optional server side application that works in conjunction with Contact Center Management to automate agent scheduling and real-time schedule adherence. Agent advisor and direct contact statistics and real time adherence information are delivered daily to the Verint Exchange integration server. The Contact Center integration for Verint Impact 360 ensures you always have the right number of agents scheduled to meet your service levels and that your agents are performing their scheduled tasks and adhering to scheduled events.

Q-max

Mitel Contact Center integration for Q-max includes support for data collection and agent adherence interface protocols that automate agent scheduling and real-time schedule adherence. The Mitel Contact Center integration for Q-max leverages your existing investments in workforce management software, enabling you to optimize agent scheduling, track agent adherence in real time, and ensure customer satisfaction by accurately forecasting future business requirements.

NICE

Mitel Contact Center integration for NICE IEX TotalView enables Contact Center Management to send queue, agent-queue, and agent system performance reports to the NICE IEX TotalView server for call processing. Real-time adherence information specified by the NICE IEX Real-time adherence interface are delivered to the NICE IEX TotalView integration server. This functionality enables you to leverage your existing investment in NICE IEX TotalView by automating agent scheduling based on historic call data and monitor agent adherence to scheduled events in real time, increasing the efficiency of your business operating and providing the highest level of customer service.

YUPIQ

Mitel Multimedia Contact Center integrates with YUPIQ to convert multimedia agents into social media agents. YUPIQ enables businesses to monitor what is being said about them on Facebook, Twitter, LinkedIn, and blogs to safeguard that no message ever goes unheard and unaddressed. Using Multimedia Contact Center in conjunction with YUPIQ enables businesses to monitor corporate social media pages and sites, report on social media posts that match filter conditions and automatically email agents who are equipped to respond, and generate reports on social media interactions as handled by agents.

Plantronics

prairieFyre Softare recommends Plantronics headsets for both its Mitel and Microsoft contact center and call costing solutions. Plantronics offers one of the industry’s most complete families of corded and wireless products for unified communications. Widely recognized for their sound quality, reliability and comfort, Plantronics’ audio solutions help companies extend the benefits of IP communications throughout the extended enterprise, fostering better business communication and efficiency regardless of where professionals are working.

Polycom

The Polycom CX family of desktop devices is optimized for use with Microsoft Lync and the benefits are numerous. These natively integrated UC devices deliver rich presence, clear, high definition audio and seamless plug-and-play functionality with prairieFyre Contact Center for Microsoft Lync. Polycom is a global leader in Unified Communications (UC) solutions with the most comprehensive, interoperable end-to-end UC experience spanning voice, video, and services across Microsoft’s Lync platform.

Sonus (formerly NET)

prairieFyre recommends Sonus’ suite of Lync Qualified VX and UX series UC gateways for enterprises that want to integrate Microsoft unified messaging or unified communications solutions into their existing voice networks and legacy telephone systems. Sonus delivers high performance networking solutions optimized for secure real-time communications in unified communications (UC), SIP Trunking, enterprise mobility, and IP-based multi-service networking.

AudioCodes

prairieFyre recommends AudioCodes gateways to enable integration of Lync Server 2010, Office Communication Server 2007 (OCS), and Exchange Server 2007/2010 with:

• Existing TDM and IP telephone systems
• SIP trunking providers
• Legacy devices such as analog phones, fax machines, and modems
• Affordable SIP phones and mobile clients from AudioCodes and other vendors

prairieFyre also recommends AudioCodes SmartTap for implementing call recording with its Contact Center for Microsoft Lync software. AudioCodes SmartTAP is a complete call recording solution for Microsoft Lync. A fully IP centric application designed for both small and large enterprises, SmartTAP utilizes open standard protocols and the latest design technologies.