Contact Center Solutions
Third Party Offerings
See the Global Solutions Catalog on Mitel.com
for up to date listing of third party solutions
10/30/2013
slide
2
Mitel | Confidential
Contact Center Solutions
Third Party Offerings
The following slides detail the third party solutions that can be
optionally integrated with Mitel Contact Center Solutions to provide
enhanced contact center functionality
Partner integrations that provide a Mitel Contact Center Solutions
connector are discussed in detail, including the enhanced features
and benefits of integrating third party solutions with Mitel Contact
Center Solutions
This sales presentation is divided into the following sections
–
Global partners
–
North American partners
–
EMEA partners
Partner Profiles
Global Partners
Organized Alphabetically
10/30/2013
slide
4
Mitel | Confidential
Cybertech
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
SIP
3300
Yes
Yes
Yes
Yes
Yes
Yes
Yes
5000
N/A
Yes
Yes
Yes
Yes
Yes
Yes
Features
–
4 to 64 channels in one server
–
Archiving to NAS, SAN, DVD, or Iomega
REV
–
Integrated quality monitoring software
Features
–
4 to 1000s of channels in one system
–
Remote alarming and monitoring
–
Multi
-
site deployment with centralized
archiving
–
High resiliency
www.cybertech
-
int.com
SMB Recording Solution: Myracle Platform
Enterprise Recording Solution: Pro Platform
10/30/2013
slide
5
Mitel | Confidential
IEX, a NICE Company
Core Features
–
Forecaster
–
Planner
–
Scheduler
–
Change manager
–
Report manager
–
Multi
-
site deployments
–
Administrator
Advanced Features
–
Forecasting, scheduling and
planning for:
–
Multi
-
skill
–
Multimedia
–
Schedule adherence
–
Vacation and holiday planner
–
Performance manager
–
Outsource manager
IEX TotalView Workforce Management
Contact Center Solutions connector available
www.iex.com
10/30/2013
slide
6
Mitel | Confidential
Improve forecasting accuracy using historical data
–
schedule the
right agents at the right times
–
Mitel Contact Center Management sends Queue, Agent
-
queue, and
Agent System Performance reports to the IEX TotalView server. These
reports are sent in 15
-
or 30
-
minute intervals to accommodate call data
processing. A fourth report, containing agent sign
-
on/sign
-
off events, is
generated once a day
IEX, a NICE Company
www.iex.com
IEX TotalView Workforce Management
Integration with Contact Center Solutions
10/30/2013
slide
7
Mitel | Confidential
Access agent events in real
-
time to ensure agents are performing
scheduled tasks
–
Agent events specified by the IEX Real
-
time adherence interface
protocol are delivered, as they occur, using network messages, to the
IEX TotalView integration server
IEX, a NICE Company
www.iex.com
IEX TotalView Workforce Management
Integration with Contact Center Solutions
10/30/2013
slide
8
Mitel | Confidential
Syntellect
Features
–
Supports 3300 ICP and 5000 CP
–
Interactive Voice Response (IVR) automates self
-
service transactions
using Advanced Speech Recognition (ASR) or touch
-
tone
–
Speech Recognition offers natural language and large vocabulary
speech applications
–
Text
-
to
-
Speech (TTS) provides the ability to deliver textual information in
spoken format to a caller
www.syntellect.com
Syntellect Voice Platform
10/30/2013
slide
9
Mitel | Confidential
Verint
Features
–
Support for ACD hotdesking
–
Web
-
based user interface
–
Agent evaluation and screen
capture
–
Multi
-
site recording
–
Support for 4 to 240 channels
www.verint.com
Audiolog Call Recording
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
Yes
Yes
No
5000
N/A
Yes
Yes
Yes
Yes
Yes
No
10/30/2013
slide
10
Mitel | Confidential
Verint
Access relevant call recordings from Lifecycle reports
–
When a call recording is complete, a hyperlink to the recording is
appended to call
-
specific Lifecycle reports
Enhance call security by encrypting Voice over IP calls, using
the
Mitel Secure Recording Connector (3300 ICP only)
www.verint.com
Audiolog Call Recording
Integration with Contact Center Solutions
10/30/2013
slide
11
Mitel | Confidential
Verint
Features
–
Forecasting
–
Scheduling
–
Planning, adherence, and management
–
Agent self service and shift bidding
–
Key Performance Indicator (KPI) scorecards
www.verint.com
Mitel Contact Center Solutions connector available
Impact 360 Workforce Management
10/30/2013
slide
12
Mitel | Confidential
Verint
Improve forecasting accuracy using historical data
–
schedule the right
agents at the right times
–
Agent advisor statistics
–
historical statistics are delivered daily, in a flat
-
file
format, to the Witness Fusion Exchange integration server
–
Direct contact statistics
–
historical statistics are delivered daily, in a flat
-
file
format, to the Witness Fusion Exchange integration server
www.verint.com
Impact 360 Workforce Management
Integration with Contact Center Solutions
10/30/2013
slide
13
Mitel | Confidential
Verint
Access agent events in real
-
time to ensure agents are performing
scheduled tasks
–
Real
-
time schedule adherence
–
agent events are delivered as they occur, using
network messages, to the Witness Fusion Exchange integration server
www.verint.com
Impact 360 Workforce Management
Integration with Contact Center Solutions
10/30/2013
slide
14
Mitel | Confidential
Voice Print International (VPI)
Features
–
Voice and screen recording, quality management, and coaching
–
all in one solution
–
Browser
-
based, profile
-
driven interface for call recordings and all modules
–
Real
-
time dashboards and reporting of KPIs from external data sources
–
Scalable
Optionally, encrypt calls using the Mitel Secure Recording Connector
(3300 ICP only)
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
Yes
Yes
Yes
5000
N/A
Yes
Yes
Yes
Yes
Yes
Yes
www.vpi
-
corp.com
Activ!Voice Recording Solution
Partner Profiles
North America Partners
Organized Alphabetically
10/30/2013
slide
16
Mitel | Confidential
OAISYS
Features
–
Intuitive Outlook
-
like user interface
–
Cradle
-
to
-
grave view of each call
–
Highlight areas of conversations and add notes to share with employees
–
Secure sharing of calls and call segments
–
Support for 8 to 48 ports and 20 000 recording hours
Optionally, encrypt calls using the Mitel Secure Recording Connector (3300
ICP only)
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
Yes
Yes
No
5000
N/A
Yes
Yes
Yes
Yes
Yes
No
www.oaisys.com
SMB Recording Solution: Talkument
10/30/2013
slide
17
Mitel | Confidential
OAISYS
Features
–
Cradle
-
to
-
grave view of each call
–
Coaching, using quality control reports and evaluations and a live call monitor
–
Desktop video recording option (screen recording)
–
Selective and on
-
demand recording
–
Support for 4 to 192 ports and 75 000 recording hours
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
Yes
Yes
No
5000
N/A
Yes
Yes
Yes
Yes
Yes
No
www.oaisys.com
Enterprise Recording Solution: Tracer
10/30/2013
slide
18
Mitel | Confidential
OAISYS
Record calls based on pre
-
defined schedules
Access relevant call recordings from Lifecycle reports
–
When a call recording is complete, a hyperlink to the recording is
appended to call
-
specific Lifecycle reports
Enhance call security by encrypting Voice over IP calls, using
the
Mitel Secure Recording Connector (3300 ICP only)
www.oaisys.com
Enterprise Recording Solution: Tracer
Integration with Contact Center Solutions
10/30/2013
slide
19
Mitel | Confidential
Revation
Features
–
Supports 3300 ICP and 5000 CP
–
Simplifies handling of customer communications over the Web for
contact centers with stringent security requirements, for example
financial and health care services
–
Provides encrypted chat, email, FTP, and Web presence services
–
128
-
bit SSL, SRTP, and multi
-
factor authentication
www.revation.com
Link Live Secure Chat and Email Routing
10/30/2013
slide
20
Mitel | Confidential
Teledirect
Features
–
Support for 3300 ICP and 5000 CP
–
Customer interaction and sales campaign management tools
–
Liberation Express for smaller contact centers of up to 25 agents
–
Campaign management
–
Powerful list builder pulls from multiple databases in real time
–
Campaign builder defines execution strategy and follow
-
up actions for non
-
contacts
www.tdirect.com
NA &LAM only
Liberation and Liberation Express Campaign Platform
10/30/2013
slide
21
Mitel | Confidential
Teledirect
Features
–
DialogGuide agent desktop
–
Highly customizable CRM desktop interface that automatically applies
business rules to each interaction
–
Scripting capabilities to help agents deliver consistent presentations and help
them seize opportunities to up
-
sell and cross
-
sell
–
Multimode dialer
–
Predictive, preview, or manual dialing
–
Real
-
time performance statistics and reporting
www.tdirect.com
NA & LAM only
Liberation and Liberation Express Campaign Platform
10/30/2013
slide
22
Mitel | Confidential
Telrex
Features
–
CallRex Express: Single site, 5
-
15 users
–
CallRex Professional: Multi
-
site, thousands of users
–
Optional agent evaluation module available
–
Multi
-
media add
-
on
Optionally, encrypt calls using the Mitel Secure Recording Connector
(3300 ICP only)
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
No
No
No
No
Yes
5000
N/A
Yes
No
No
No
No
Yes
www.telrex.com
CallRex Call Recording
10/30/2013
slide
23
Mitel | Confidential
Telrex
Features
–
Automates the listening process enabling you to:
–
Identify and flag keywords
–
Conduct root cause analysis
–
Monitor for compliance
–
Select recorded calls based on content
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
No
No
No
No
Yes
5000
N/A
Yes
No
No
No
No
Yes
www.telrex.com
CallRex Speech Analytics
10/30/2013
slide
24
Mitel | Confidential
Voice 4 Net
Features
–
Support for 5000 CP
–
Custom IVR development
–
Uses a systematic approach to:
–
Solution specifications
–
Development
–
Deployment
www.voice4net.com
ePBX Custom IVR
Partner Profiles
EMEA Partners
Organized Alphabetically
10/30/2013
slide
26
Mitel | Confidential
ASC
Features
–
On
-
demand, selective, or bulk recording
–
Web playback
–
Supports ACD hotdesking
–
Voice/screen capture
–
Keyword spotting
–
Centralized storage
www.asctelecom.com
Marathon Evolution Call Recording
10/30/2013
slide
27
Mitel | Confidential
ASC
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
No
No
No
No
No
5000
N/A
No
No
No
No
No
No
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
No
Yes
No
5000
N/A
No
No
No
No
No
No
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
No
Yes
Yes
Yes
Yes
Yes
No
5000
N/A
No
No
No
No
No
No
3 packages
–
EVOlite
-
Custom
-
built ASC Chassis
–
48 analog channels, 24 DNIC, 60
PRI trunks, 32 IP devices
–
Evolution
-
Custom
-
built ASC Chassis
–
192 analog channels, 60 DNI, 360
PRI trunk,120 IP devices
–
EVOip for Mitel
-
Standard Pentium
Server (2003 or XP)
–
120 channels
Marathon EVOlite
Marathon Evolution
EVOip for Mitel
www.asctelecom.com
Marathon Evolution Call Recording
10/30/2013
slide
28
Mitel | Confidential
New Media
Features
–
Supports 5000 CP
–
Manually imports call data from CSV files or automatically imports data from
ODBC and SQL compliant databases
–
Supports multi
-
number dialing
–
Supports multiple simultaneous campaigns and queues
–
Blends inbound and outbound calls
–
Provides comprehensive management reporting
www.nms
-
adaptive.com
UK Only
Adaptive Progressive and Predictive Dialer
10/30/2013
slide
29
Mitel | Confidential
New Media
Features
–
Supports 5000 CP
–
Quickly and easily set up outbound calling campaigns
–
Customize dialing settings for each campaign
–
Specify result codes and rescheduling options for each campaign
–
View comprehensive management information
www.nms
-
adaptive.com
UK Only
Adaptive Campaign Editor
10/30/2013
slide
30
Mitel | Confidential
New Media
Features
–
Support for 5000 CP
–
Routing for email, SMS, and fax for Mitel Customer Service Manager
–
Extensive message rules systems
–
Automatic read and reply
–
Support for skills
-
based routing and multi
-
channel work blending
–
Management console
–
Real
-
time reports
–
Historical reports
www.nms
-
adaptive.com
UK Only
Adaptive Messaging
10/30/2013
slide
31
Mitel | Confidential
New Media
Features
–
Support for 5000 CP
–
Web chat and Web callback for Mitel Customer Service Manager
–
Web callback and chat requests are presented to the next available user
–
Comprehensive management
–
Reporting
–
Database of all Web callbacks and Web chat transcripts
–
HTML
-
based: Visitors do not need to download or install any software
www.nms
-
adaptive.com
UK Only
Adaptive Web Assist
10/30/2013
slide
32
Mitel | Confidential
RedBox
Features
–
192 analog/digital channels
–
480 E1 channels/480 IP channels
–
Multi
-
server (up to 250 000
channels)
–
Agent performance evaluation
–
Local/remote access
–
Web
-
based replay
–
Call authentication
–
Secure recording format
–
Centralized administration
–
On
-
demand recording
www.redboxrecorders.com
RedBox Call Recorder
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
Yes
Yes
Yes
Yes
Yes
Yes
5000
N/A
Yes
Yes
Yes
Yes
Yes
Yes
10/30/2013
slide
33
Mitel | Confidential
Xarios
Features
–
Web
-
based administration for
access anywhere
–
Calls can be flagged and tagged
with notes
–
Up to 20 000 hours of recording
Available in three packages
–
Express
–
search and playback
–
Professional
–
timelines, user
profiles, archiving
–
Enterprise
–
scalability, in
-
progress
call status, agent scoring
www.xarios.com
Xarios Call Recorder
Extension Recording
Trunk Recording
SRC
IP
Anlg
Dig
Anlg
ISDN
IP
3300
No
No
No
No
No
No
No
5000
N/A
No
No
No
Yes
Yes
Yes
UK Only
10/30/2013
slide
34
Mitel | Confidential
Xarios
Features
–
Support for 5000 CP
–
Progressive dialer
–
Operates without the need for agent PCs
–
Automatically makes calls from the campaign database and displays the
customer name on the phone display
–
Automatic callback handling
–
Do Not Call list management and campaign list cleaning
www.xarios.com
UK Only
Xarios Outbound Dialing
Enter the password to open this PDF file:
File name:
-
File size:
-
Title:
-
Author:
-
Subject:
-
Keywords:
-
Creation Date:
-
Modification Date:
-
Creator:
-
PDF Producer:
-
PDF Version:
-
Page Count:
-
Preparing document for printing…
0%
Comments 0
Log in to post a comment