Contact Center Solutions Third Party Offerings

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Oct 30, 2013 (4 years and 11 days ago)

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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