1st Dec 2016 Product Marketing Update...Introducing the new MiVoice 6900 Series •New 6900 IP Phone family delivers • Sleek, modern styling with high quality feel • Mitel grill

| ©2015 Mitel. Proprietary and Confidential.1

PRODUCT

SHOWCASE


Agenda

• Introduction

John Wright, Sales Director Opus Telecoms

• MiVB8.0 & the MiV6900 Series IP phones

Tim Kimber, Global Product Marketing, Customer Engagement, Mitel

• MiCollab & MiTeam update

Mark Anderson, Mitel Pre Sales Consultant

• Coffee Break

• Mitel Cloud

Terry Hughes, Cloud Business Development Manager, Mitel

• MiContact Center Business v8.1 update

Tim Kimber, Global Product Marketing, Customer Engagement, Mitel

• Ad hoc demonstrations and carriages

What’s New in MiVoice Business 8.0

Tim Kimber

Mitel Product Marketing

1st December 2016


Solutions for all Segments

MiVoice

Business

MiVoice

Office

ContactCenter

MiVoice

MX-ONE

Premise

Cloud

Enterprise

Mid Market

SMB

Applications

End Points

MiCloud

Business

MiCloud

Telepo for Service

Providers

MiCloud

Enterprise


Advanced Handset Support

• New 6900 series handsets

MiVoice Business 8.0 Summary

Geographic Expansion

• New features that will also

support entry into new

markets

• Flexible Day/Night service

• Multiple Music sources

• Improved Call Handling

Lower TCO, Reduced Cost of Maintenance & Cloud Enhancements

• Single line phone license

• SIP DECT 6.2

• Music on hold per group/zone

• Security enhancements

• Help improvements


Advanced Handset Support – MiVoice 6900 Series

K680

Magnetic

Keyboard(QWERTY, QWERTZ, AZERTY)

Wall Mount KitM695

Expansion

Module

(Color LCD PKM)

DECT Wireless

Handset &

Dongle

Bluetooth

Wireless

Handset

WiFi

Accessory

USB Analog Line

Interface Module

(LIM)

Bluetooth

USB

Dongle

USB/BT

SpeakerphoneIntegrated DECT

Headset Accessory

Widest Range of Productivity Enhancing Accessories

69206930

6940

• New distinctive Industrial Design

• Mobile Integration

• Superior HD audio quality as standard

• Tight integration of Mitel desktop endpoints & Mitel applications (UCC, Contact Center, Call Recording, etc)


Flexible Day/Night Service

System flexibility is enhanced allowing us to treat groups of users (and other directory numbers)

on a single instance of software differently for day and night service routing, for example :

Group A

• Monday to Friday open from 08:00 to

18:00

• Every Wednesday from 08:00 to 08:30

there is a team meeting and they want

to route calls elsewhere

• Sat & Sun open from 10:00 until 16:00

• Holiday open from 12:00 to 14:00

Group B

• Monday to Friday open from 09:00 to

17:00

• Sat & Sun open from 10 until 16:00

• Holiday - closed


Multiple Music Sources

• Provide increased flexibility through the ability to have

multiple music sources on MiVoice Business

• Music/information sources can be assigned to provide

more tailored information during normal call handling

• For example

• Dave owns a car dealership, operating 3 separate

showrooms for 3 different brands but is using one

centralized phone system.

• When callers dial the specific showroom (or if they

are re-routed to the showroom via the attendant)

they will hear music/information that is tailored to

offers associated with the particular brand of the

showroom they are calling.

Thank you for calling Smith’s

Audi. Did you know we are

offering free servicing for

3 years with every new car.

This offer is valid until the end of

the year.


VolksWagen. Check out the

latest offers which provide free

Sat Nav(GPS) in all vehicles

registered before the end of the

year.


Porsche. This quarters

golfing trip is to Augusta, to

be in with a chance of winning a

place, text your name to 555-

123-4567

Ring Group 2000

Ring Group 2001

Ring Group 2002


Improved Call Handling - Preview Call Pickup

• Historically if a call was picked up from a pick up group, there was little information

regarding the call being picking up. Release 8.0 allows previewing of the

information associated with the call to be picked up.

• Applies to 5300 & 6900 IP Phones (MiNET)

• The preview shows:

• The calling party name and/or number, and (if the set's display area allows it)

• The called group member's name and/or number.

• From the Preview mode, then proceed as follows:

• Complete the pickup - using the feature access key or a softkey; or

• Ignore the call - the system will exit the Preview mode after the 'Display Caller

ID on Multicall/Keylines Timer' expires; or

• Cancel the pickup - pressing the hard Cancel key or a softkey.


Improved Call Handling - Call screening

• Enhancement for Manager - Assistant working that allows an Assistant a

more flexible solution to offer call screening for a manager but with a simple

ability to route the call through to the manager if necessary

• This screening can be easily enabled/disabled either by:

• The manager who would enable Do Not Disturb at the phone

• The Assistant, who can enable this directly from their desk, (either a

long key press on the manager’s DSS/BLF key or, if the multicall

appearance is on a PKM, using Superkey and the DSS/BLF key)

• Once enabled

• The manager’s device is placed in DND

• The manager’s calls are routed to the Assistant(s) phone (on the multicall line appearance)

• Any Assistant monitoring the managers can either pick up the call or route it back to the

managers device using the DSS/BLF key. The routed call overrides the DND and rings the

Boss's prime line


Name, number and directories

• Move from a number-based view to a name-based view:

• Was: Forwarded from : 6516

• Now : Forwarded from : Sarah Morgan

• New dialable directory:

• Historically all numbers would be

displayed in the phone book – now

you can tag if you want a number

displayed or not

• Removes “clutter” to make it simple

to search and dial

• Phonebook now fully supports UTF 8

names

• Dial/Call softkey to support markets

with variable length numbering plans


Single Line IP set• Renaming of the “Analog License” to become a Single Line Set License

• Generic SIP device can be to be programmed on the system using the single line license

(before it would have required an Enterprise User License), representing significant cost

savings

• Used in environments where very simple functionality is required e.g.

• Hotel lobby phone

• Manufacturing floor

• Basic functionality defined as making and taking a call - any other features would require

feature codes and feature choice remains limited (i.e. no hot desking, no shared line

appearances, etc)


Mitel SIP DECT – a complete replacement of OEM IP DECT

• Features from SIP-DECT 6.0 & 6.1 provide a full suite of

features for MiVoice Business 7.2 onwards

• Small office deployments, no license needed for up to 5

DECT base stations, basic messaging included

• SME deployments, system license based on network

size, scalable up to 250 base stations and 512 DECT

Phones

• Large Enterprise deployments on Linux Server or

VMware and system license scalable up to 4,096 DECT

base stations and 10,000 DECT Phones

• Supports all main features

• Call service menu

• Conference

• Hot-desking

Mitel OEM DECTMitel 600 DECT

Phones

MiVoice Business Mitel 600

5603 612

5604 622

5604 622

5604 + Licenses 622

5607 632

5607 + Licenses 632


MiVoice Business Console 8.0

• Usability improvements including:

• Ability to answer and release calls from the headset

(Jabra & Plantronics)

• Simplified phonebook (removes clutter)

• Longer field lengths for names, departments, location etc

• Ability to email via right click (without ADF as a pre-

requisite)

• Auto generated BLF list of monitored devices

• Missed calls in call history

• Simplified and comprehensive view of queued calls

• Emergency call notification tone via handset/headset not

just via console ringer

• Improved deployment options:

• Windows 10 support

• Master profile support (delivered with Service Pack 1) to reduce install time across multiple machines• Standardized console settings for consistent behaviour

• Once one console is configured, save the profile and it can then be applied for additional consoles

• Option to connect via to MiCollab via a secure MBG connection

• Option to define a configurable MAC address (Cloud deployment request)

Introducing the new MiVoice 6900 series IP Phones

1st December 2016

Tim Kimber



MiVoice 6900 Series IP Phones video:

https://www.youtube.com/watch?v=Y1sfm7fvYyo

https://www.youtube.com/watch?v=Y1sfm7fvYyo


Introducing the new MiVoice 6900 Series

• New 6900 IP Phone family delivers

• Sleek, modern styling with high quality feel

• Mitel grill – handset ribs for improved shouldering

• Exceptional HD audio quality

• All models have high resolution color displays

• USB, Expansion port, Headset port with EHS, Embedded Bluetooth on 6930 &

6940

17 ©2016 Mitel. Proprietary and Confidential.


MobileLink

Introducing – Mobile Integration


New Line of ‘Mobile First’ Desk Phones

• No need to touch mobile while in your office - manage

both IP & Cell Network calls from desk phone

• Leverage desk phone’s exceptional audio quality and

comfortable ergonomics for Mobile calls

• Seamlessly move Cell Network call audio from mobile

to desk phone and back again

• Automatically sync mobile contacts with desk phone –

same contacts on both

• Charge mobile from desk phone while in the office


Personalize Phone to Meet Your Needs via Accessories

• All accessories end user installable

• Broad range of integrated cordless devices

• WLAN Adapter - wireless connectivity for home / enterprise

office greatly improves flexibility and ease of deployment

• M695 28 Button Color Self-labeling PKM (up to 3 per

phone) supported on all models

• USB Bluetooth adapter for 6920 (mobile integration +

headsets)



• New MiVB integrated & searchable Corporate Directory

(LDAP optional)

• Personal and Mobile Contacts (6930/40)

• Picture ID on incoming calls plus avatar support on

speed dials and Directory / Call History entries – avatars

imported from MiCollab

• Ring tunes – separate internal call vs external call tune

selection

• Native support for Branded Screen Savers / Idle Screen

Branding – image upload via MiVB

• New harmonized Mitel User Experience (MiCollab-like)

Software Features – What’s New


MiVoice Business IP Phone Portfolio Evolution

69

00

se

rie

s

53

00

se

rie

s


6920 Standard IP Phone

Handset “Ribs” for Enhanced

Shouldering

HD Speakerphone with sealed

acoustic chamber for

exceptional performance

3.5” 320x240 Color Display

One Button Feature Access Keys (Hold, Mute, Redial, Call History, Contacts,

Voicemail, etc)

18 Programmable Feature Keys

(3 pages of 6 keys)

Powered USB 2.0 Port (100mA)(USB headsets…)

Optional Mobile Integration (via purchase of

Mitel USB BT Adapter)

4 Context-sensitive Soft Keys

Accessory Expansion Port – PKM

Navigation Keys


6930 Premium IP Phone

Optional Bluetooth Cordless

Handset (Phone ships with

charging contacts)


Shouldering

HD Speakerphone with sealed

acoustic chamber for exceptional

performance

4.3” 480x272 Color Display

Built-in Bluetooth 4.1(Cordless Handset & BT

Headsets)


Voicemail, etc)


(6 pages of 12 keys)

Powered USB 2.0 Port (500mA)(Mobile Charging, USB headsets…)

Mobile Integration Standard


Accessory Expansion Port – PKM,

Integrated DECT Headset…


6940 Executive IP Phone

Bluetooth Cordless

Handset Standard


Shouldering

HD Speakerphone with

sealed acoustic chamber for

exceptional performance

7” 800x480 Touchscreen Display

Built-in Bluetooth 4.1(Cordless Handset & BT

Headsets)


Voicemail, etc)


(6 pages of 16 touch keys)

Powered USB 2.0 Port (500mA)(Mobile Charging, USB headsets…)

Mobile Integration Standard


Accessory Expansion Port – PKM,

Integrated DECT Headset…

MiCollab & MiTeam

December 2016

Mark Anderson

Pre Sales Specialist


26

Group

chat

Follow-me

chat

on all

devicesPresence

Integration

with

business

applications

Real-time

whiteboard

Voice

conferencing

Team task

management

and

scheduling

vision“To make communication

and collaboration seamless”

missionTo deliver solutions that

enable our customers to

communicate and

collaborate – anywhere, over

any medium with the devices

and applications of choice,

securely

“One touch to

connect real-time”


MiCollab

2

7

VideoConference

Never miss those important calls

Quickly find

the right

person to help

Sharedocuments and

get work done faster

Choose your device

CloudPremises


MiCollab Client

• Single access

communications and collaboration solutions

• Enhanced effectiveness of

“in the moment” communications

• Unified Communications (UC) clients to

address various user needs

• Mobile UC (mobile first design)

• Desktop UC

• Basic Telephony

• Softphone

• Team Working point to business


MiTeam

Modern Collaboration

Mobile-first,


MiTeam: Streams

Create and manage active projects from a single,

unified display.

MiTeam: Chat

Communicate with team members instantly via

instant message and review activity since stream

creation in one, centralized place.

MiTeam: Pages

Share files with team members in a cloud-based

storage environment that is available whenever you

need it.

MiTeam: To-Do

Create, assign, and track project activities with team

members.

MiTeam: Meet

Initiate a live collaboration session with team

members instantly.


MiTeam – Key benefits

Natural extension of MiCollab

Reduced Frustration

40% less emails

Make ‘in the moment’ decisions

Project management

Improves employee productivity & collaboration


Evolution of Facebook

Many to Many Communication

• Mobile first - Access from ‘anywhere’

• Post information ‘In the moment’

• Location based services

• Thefacebook.com launched Feb 2004

• Maintain contact with friends

• Mobile First

• Public and Private Facebook groups

• Context sensitive communication

• It’s the way I communicate with friends


Evolution of Unified Communications

Unified Communications

• Presence / availability

• Instant messaging

• Document management

• Point to point video

• Presence / availability

• Instant messaging

• Audio, video conferencing

• Desktop & application sharing

One to Many Communication

One to One Communication

Unified Communications & Collaboration


Evolution of Unified Communications

Many to Many Communication

• Work from ‘anywhere

• Location dependant routing

• Distributed teamwork

MiTeam Collaboration Software

Mobile Unified Communications & Collaboration


MiTeam Demonstration

Thank YouCoffee Break: 10.45 - 11.00

Moving to the Mitel Cloud

December 2016

Terry Hughes

Cloud Evangelist/Business Development Manager


missionTo deliver solutions that

enable our customers to

communicate and

collaborate – anywhere, over

any medium with the devices

and applications of choice,

securely

“One touch to

connect real-time”

vision“To make communication

and collaboration seamless”


2010

No cloud business

No mobile business

Europe: Strong position

in two countries

Top 10 globally

Premises solutions

$600 million revenue

Today

#1 in global business

cloud communications

Mobile solutions in 47 of the

world’s top 50 economies

#1 in Europe

#4 globally

Mobile, Cloud,

Enterprise solutions

$1.2 billion revenue

Mitel’sTransformation


Global Leader in Cloud

Cloud Customers 2016

1 in 4UK BUSINESSES

6 MILLIONEnd User Customers

75,000CONTACT CENTRE

AGENTS(across 1,500 CC’s)

x5

#124%

MARKET SHARE

1600

PATENTSPending

500,000

Cloud seats50,000 recurring

450,000 private

RECOGNISED BY

3 AS A LEADER

200+

CHANNEL

PARTNERS

EVERY

14 SECONDSMitel sells a

desktop/wireless

device

GROWTH

2%


UK – Market Shares – Rolling Annual TotalUK CALL CONTROL (PBX/IP PBX) MARKET

Manufacturer Market Shares, by Volume, Total Extensions Sold

23%22%

16%

6% 5%5%

3% 3% 3%

5%

2%1%

1%<1%

4%

24%23%

15%

5% 5%5%

4% 4%3% 3%

2%2%

1%<1%

3%

Q3 2014 to Q2 2015 Q3 2015 to Q2 2016


Global Hosted Cloud Business

Source: MZA 2015 Hosted Cloud Business Telephony Report

Hosted/Cloud Telephony • Market Drivers

Reduced Installation/Maintenance• Less disruptive to implement than other technologies

• Reduced internal IT support requirements

• Minimize installation, maintenance and upgrade costs

Virtualisation

• Cost reduction/power usage

• Resilience/redundancy/disaster recovery

• Simplified management

Purchasing/Pricing Models • Reduced capital investment - OPEX vs. CAPEX

• Predictable costs

• Bundling of user licenses/value-added services

Flexibility

• Scale up or down

• Hybrid deployment options

• Device agnostic infrastructure

• Alleviate vendor lock-in and hardware/software

obsolescence

Centralisation • Centralised management across multiple sites/users

• Simple to deploy across geographically dispersed

locations

• Ease to deploy mobile and remote end-users


96% of execs cite lack of

collaboration or ineffective

communications as

the main source of

workplace failures

39% of employees

say people in their

organization don't

collaborate enough

28hrs/week

is spent writing

emails, searching

for information and

internal collaboration


46

Group

chat

Follow-me

chat

on all

devices

Video

collaboration

Presence

Web

portal

access

Integration

with

business

applications

Real-time

whiteboard

Web-

based

screen

sharing

Meet

scheduling

Voice

conferencing

Real-Time

Collaboration

& Teaming

extended beyond

your office

Work

Streams

Team task

management

and

scheduling


MiCollab

MiCollab is a complete suite

of UC productivity tools for

individuals and work groups

and is tailored to the needs

of today's mobile workforce

MiCollab enables:

• Unified Communications

• Mobility

• Collaboration

• Unified Messaging


MiCollab Client

• Single access

communications and collaboration solutions

• Enhanced effectiveness of “in the moment”

communications

• Unified Communications (UC) clients to

address various user needs

• Mobile UC (mobile first design)

• Desktop UC

• Basic Telephony

• Softphone

• Team Working point to business

a mobile-first, team

collaboration solution with real-time,

native integration that supports the

way teams actually work today

Modern Collaboration

MiTeam

MiTeam Video: https://www.youtube.com/watch?v=dWRyqhEiWUw

https://www.youtube.com/watch?v=dWRyqhEiWUw


MiTeam: StreamsCreate and manage active projects from a single, unified display.

MiTeam: ChatCommunicate with team members instantly via instant message and

review activity since stream creation in one, centralized place.

MiTeam: PagesShare files with team members in a cloud-based storage environment

that is available whenever you need it.

MiTeam: To-DoCreate, assign, and track project activities with team members.

MiTeam: MeetInitiate a live collaboration session with team members instantly.


MiCloud Contact Center

A broadly featured and flexible customer

experience solution:

• Inbound, outbound, and self-service

(with escalation to live agent)

capabilities

• Multi-media (voice, email, web chat,

SMS)

• Real-time, historical reporting

• Flexible fully customizable routing

• Integrations with leading CRM systems

• Desktop agent with MiCollab Unified

Communications interworking

• Integrated MiCloud Business Reporter

(general business reporting and call

costing)


Integration for Microsoft Lync /Skype for Business

• Delivers enterprise class voice and mobility

to Microsoft deployments

• Lync 2010/2013, Lync Online, Skype for

Business

• Seamless user experience from within Lync

client

• Plug-in to Lync or Skype client

• Deskphone control and click-to-call

• Promote communication from IM session to a

MiVoice call

• Control in-call features: transfer, conference,

hold, DND

• Optional Mitel PC Softphone support

• Enhanced mobility

•Ring multiple devices without a mobile client

•Move calls between mobile and deskphone


Transformation: The Cloud Connected

Enterprise

• Impact of global

economy

• Impact of emerging

economies

Economic TransformationBusiness Transformation

• Cloud; CapEx to

OpEx

• Mobility

• IoT on the horizon

• Vendor consolidation

Regulatory and

Ecosystem

Transformation • Economic uncertainty

• Changes in regional

telecom policy

On the Verge of Digital Transformation• Rapid technology

innovation

• Hardware to software,

apps-driven

• New business models,

processes

• Disrupted strategies, new

leaders


Today’s Landscape

The market is entering a period of hyper-consolidation

Mitel intends

to lead

consolidation

The marketlandscape

today…

…will not be the

same 12 months

from now


Mitel Strategy – Provide a Path to the Future

Migrate

the base

Provide

a path to the future

Enable

Digital Transformation

Thank You

Mitel – Contact CenterVision and Roadmap

Subject to change. Content current as of Dec 2016

1st December 2016

Tim Kimber



The Ever-Changing Engagement Model

Digital

50% WebChat

38% SMS/Text

37% Twitter

Independent Dynamic

>75%

Self-Service

>70% use 3 or

more channels


Customer Journey

Workforce Management

Digital Media

Customer Self-Service

Interaction Recording

Outbound Dialing

Call Routing

and Reporting

Complete Value Proposition

Managed Services

Maintenance Services

Consult and Integrate

Management BestPractices Training

Design & Deploy

User Training

S/W Assurance

The flexibility:What, When

& Howyou Need it!

S M A L L • M E D I U M • L A R G E

Sop

his

tication V

alu

e D

eliv

ery


mission

One touch to connect real-time

visionTo make communications

and collaboration seamless

To deliver solutions that enable our

customers to communicate and

collaborate – anywhere, over any

medium with the devices and

applications of choice, securely


MiContact Center Business 8.0 – January 2016

Supporting the mobile transformation

• Speech driven IVR

• SMS self-service and live-assist

• Increased software resiliency

• Increased system scalability

• Technology preview (Beta) of web

agent and supervisor

Increased solution value

• Tighter integration with MiCollab

• Bundled enabler licenses for agents,

UCC and secure recording


MiContact Center – SMS (Texting)

SMS self-service and live-assist

• Quick and easy way for customers to

engage the business to get the

information they need

• Engage the business when its easy

and convenient for them.

• Customer is self-served without

engaging an agent, reducing cost

and increasing customer satisfaction

• Can be escalated to agents for

conversation over SMS or for quick

answers. Idle Timers determine the

type of engagement


MiContact Center – Post Interaction Surveys

Post Call Survey

• Gather feedback from customers directly

• Powered by flexible IVR which can be modified as

data is gathered

• Report on data collected with common reporting

engine

• Collect, Measure, Adjust, Repeat, SUCCESS!

Estimate delivery: end of year


…And We Have Simplified the Offering

Packaging Value and Simplicity

• Skills routing

• Real time monitoring

• Historical reporting

• CRM connectors

• Messaging and routing

• Secure Call Recording

• Unified Communications

Simple Add-ons and Independent Offers

• Digital media handling

• Interactive voice response

• Speech recognition

• Quality Management

• Workforce Management


MiContact Center Business 8.1 – July 2016

Mitel 6800 SIP Phone Family

Best customer experience solutions for

Mitel users

• Seamless user experience between

phones, MiCollab and MiCC agent

software

• Web agent and supervisor for seamless

Mitel web communications experience

• No desktop install

• REST API Toolkit for custom development

and tighter 3rd party integrations

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Web Ignite – Mobility Features included…

You can access Web Ignite from any supported, Web-enabled device,

as follows:

• On a tablet, supervisors can view contacts in queue and

manage agent states, as well as handling emails, chats, and

SMS

• Handling voice calls is not currently supported on a

tablet

• On a smart phone, voice interactions are possible using an

EHDA configuration on the MiVoice Business telephone system

• DTMF is required to put callers on hold

• Call control is not supported from a smart phone

• Handling emails, chats, or SMS is not currently

supported on a smart phone


Web Ignite – REST API Features

• The Release 8.1 Web client is built on a

standardized REST API toolkit

• GET, PUT, POST, and DELETE commands

to interact with MiContact Center Business:

• Media servers

• Employees

• Data providers

• Web hooks

• Sites

• Mail servers

• Workflows & variables

• Queues & prompts


Web Ignite – REST API Features

• The Release 8.1 Web client is built on a

standardized REST API toolkit

• GET, PUT, POST, and DELETE commands

to interact with MiContact Center Business:

• Media servers

• Employees

• Data providers

• Web hooks

• Sites

• Mail servers

• Workflows & variables

• Queues & prompts

Customise the Contact Center from the ground up:

• Build your own application using Mitel APIs

• Hook the CC into any CRM system, ERP system

• Data mashup, customized real-time screens – use in-house devs

• Use the standard software, or develop your own


Case Study:Red Funnel Ferries

Customer satisfaction

up 116% YoY due to

social media strategy

Complaints

down 16% YoY

http://www.mitel.com/insights/case-study-video-red-funnel


MiContact Center Business 9.0 – Summer 2017

Powering Excellent Customer Engagement

• Highly available server applications

• Omnichannel routing for seamless multimedia

navigation

• Open Media interface for infinite extensibility

• Video chat

Available to Beta test now through the Technical Preview programme


Omni-channel• Links customer contacts to provides a unified

view of all interactions from the Ignite Web

client, across all digital media channels

• Leverages CRM integration,

collected data from workflows &

Elasticsearch

• Escalate interactions and seamlessly

transition from one media to another while

retaining customer context:

• Voice=>Email, SMS

• SMS=>Voice, Email

• Email=>Voice, SMS

• Chat=>Email, Voice, SMS

• Conversation tracking allows agents to manage multiple communications with customer


• Benefits:

• Allows customers to better

understand their end-customer’

journey

• Drives more sophisticated, quality

customer experiences

• Seamlessly pivots interactions to

increase likelihood of first contact

resolution

• Agents can flag items for follow up if

they need to engage the back office

or a 3rd party vendor

Omni-channel


Open Media Routing

• Allows any non-traditional, third-party media,

such as video or social media, to leverage

MiContact Center Business’ ACD and visual

workflow designing interface for routing

• Benefits:

• Optimizes the agent experience with a

unified desktop

• Simplifies and reduces the cost and

complexity of integrating with third-party

partners

• Provides differentiated customer

experiences


MiContact Center - Demo Whatsapp Photo/Video Usage

https://vimeo.com/161776747

https://vimeo.com/161776747


High Availability

• Mitel will deliver an Active / Passive solution that will:

• Reduce environmental and technical complexity

• Provide 4x9’s of uptime and availability (equates to ~1 min per week of downtime)

• Typically 6-9 seconds lag with full re-connect within a minute

• Maintain a consistent and dependable level of customer engagement and communication

• Simplify the supportability of the HA solution

How will it work?

• High Availability will have built-in monitoring and escalation paths

• Errors can result in email notifications and visual representation in the monitoring UI that

there is a problem

• The monitoring system can then be escalated to a service restart to resolve the matter or

finally a failover

• Troubleshooting is simplified with the logs located on the single server and not dispersed

amongst multiple servers


MiContact Center Business High Availability

LAN

MiCC A MiCC B

MiCC A MiCC B

MiCC A MiCC CMiCC B

1

2

3

LAN

Deployment Options

Failover

Tertiary (3rd)

Failover

#Mitel

Documents

1st Dec 2016 Product Marketing Update...Introducing the new MiVoice 6900 Series •New 6900 IP Phone family delivers • Sleek, modern styling with high quality feel • Mitel grill