Contact Center Solutions Third Party Offerings

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