Mitel Powerpoint Template · 2018-04-26 · 2) Enables automatic call blocking for malicious calls • Blocked calls are routed to a recording stating that your calls are not being

© 2018 Mitel. Proprietary and Confidential.

Photo here

Mitel Gebruikersgroep

Peter Schmidt

Country Manager Mitel Netherlands

©2017 Mitel. Proprietary and Confidential.

Facts & Figures Mitel Netherlands

55%Of Dutch

municipalities

15,000Contact Centre Agents

(across >300 CC’s)

43 of 80Regular Hospitals

use Mitel

25+

Channel

Partners

~175Systems sold per QUARTER

(15,000 globally per qtr.)

1 in 4Dutch Businesses

Runs Mitel

80% Of all

Central Government

Users use Mitel.

(120,000 of 160,000)

5 of the 8University Hospitals use

Mitel.

Recurring Cloud growing

TWICE as fast as

Global

Our Kinguses

Mitel.*Source:: MZA, Q2 2017


New Brands

https://nl.wikipedia.org/wiki/Hudson's_Bay_Company

https://apneuvereniging.nl/ommelander-ziekenhuis-groningen-ozg-locaties-lucas-en-delfzicht/

http://www.dvhn.nl/groningen/GGZ-instelling-Lentis-lijdt-fors-verlies-en-moet-ingrijpen-22350600.html1

https://www.geldersevallei.nl/

https://www.partspointgroup.com/partspoint-services/

https://www.ad.nl/ad-werkt/relatie-met-collega-agent-voorbij-politie-zit-met-dubbel-probleem~afe1e616/


On-site

Solution

Cloud

Solution

Next Gen

Apps

Take Everyone to the Cloud

SIMPLIFY our app portfolio

CONSOLIDATE 52 apps

BUILD a platform

ENABLE every new system

To 4 app streams: Call Control,

Collaboration, CC, & CX

Move from CapEx to MRR

Internal app development, 3rd party

integration, & developer ecosystem

With CloudLink



Winning in the turns….? That’s a Dutch specialty.


Photo here

Roadmap updateJeroen Borsboom

Presales consultant


Mitel CloudLinkEnabling digital transformation


Unified Communications Architecture Going Forward

CloudLink

MiVoice Office 400 MiVoice Business MiVoice MX-ONE

API Architecture Decouples Application from On-site PBX | Affordable to Maintain Multiple

Call Control Platforms | Leverage Application Innovation on Legacy Systems | Smooth

Customer Migration into the Cloud


Mitel CloudLink - What is it?

Mitel CloudLink

CloudLink PlatformCloudLink Gateway CloudLink Applications


CloudLink Platform – Benefits

12

Reduce IT cost

Reduce time to market

Build customer specific software


MiVoice Business R9


Customer Feature Requests

White / Black List – Inbound Routing based on Caller

1) Allows routing of calls based on Calling Line ID.

2) Enables automatic call blocking for malicious calls

• Blocked calls are routed to a recording stating that your calls are not

being accepted

• Blocked calls can be simply disconnected

3) Direct call handling for preferred callers

• Calls routed directly to agent, avoiding call queues

• Enhance customer service levels



1) Customer calls are automatically routed to the last

agent they spoke to

• Range of 10 to 480 minutes (8 hours)

2) Enhanced customer service

• Allow customers to supplement the conversation with without having

to bring a new agent up to speed on the customers specific request

3) Applies to internal / external callers

Last extension Recall for embedded Ring Groups



• You can now log into the System Admin Tool from the

following browsers

• Internet Explorer

• Firefox (36.0.4 or later)

• Google Chrome (59 or later)

• Microsoft Edge (38 or later)

Expanded Browser Support


Common Hardware Platform – Mitel EX

| Eliminate exposure to hardware obsolete issues | Delivers Linux KVM virtualized environment |

Simplified deployments | Connection for TDM resources | CX II and MXe III controllers will

continue to be available

Deliver a new hardware platform MiVoice Business (Mitel EX)


MiCollab R8.1 Overview

| ©2018 Mitel. Proprietary and Confidential.2

0

Mobility Use Cases

• FMC Static roaming

• Call through

MiCollab 8.1 – High level themes

Skype for Business

• New refreshed SfB

plugin

• Hidden approach

• SfB User

Experience

• Next Gen Client

technology

Usability &

Simplifications

• VIP, Contact Group

handling & right click

• Call & Chat

simplification

• Improved presence

presentation

• Ad-hoc improvements

• AWV Web

improvements, Roll call

• Media Device selection

Admin & Security

• Presence Privacy

• GDPR

• AWV Security

• General Security

updates

• MiShare Auto update


1

Mobile Experience

• MiCollab FMC functionality

• Call through

• Initiate calls from my mobile phone via the MiCollab

App and have them routed through the call manager

so that the B-Party sees my office number.

• User will have access to call control features of the

PBX

• FMC Static roaming use case

• SIP active: Calls only on the Softphone

• SIP inactive: Calls forwarded to GSM number and

CTI monitored


4

User Experience and Simplification - Collaboration

• Improved Sharing and Ad-hoc Conference

• User join notification (in addition to email)

• Seamless escalation from in-call

• Sharing

• Conferencing


5

NG PC Client ACD Support for MiVB & MiCC-B

• MiCC-B 9.1 and ACD alignment

• MiCollab 8.1 will be ”ACD ready for MiCC-B 9.1”

• Will be made available and trialed together with

MiCC-B 9.1 program

• EFT staring in July

• GA November

• Allows control of MiCollab SIP softphone mid-call

features from MiCC Ignite client

• MiCollab runs in “headless” mode, Phone

functions controlled by MiCC-B

• Single Agent screen


6

Microsoft Integration - Objectives

• Customers are adopting Microsoft Office 365 including Skype for Business clients

• Customers already have a Mitel Call Server

• Request to Mitel is to provide voice centric functionality on top of this

• User wants to

• Initiate SfB or (Mitel PBX anchored) voice calls from within their SfB client

• Initiate SfB or voice calls from Outlook contact card

• Initiate SfB chats from Outlook

• Initiate SfB or voice calls via callto links or hot key dialing

• Access to FMC functionality form their mobile phones

• User Experience shall be that they are working with one client (SfB)


7

Microsoft SfB integration

• New SfB Plugin

• “Silent approach” – SfB User experience:

• UI integrated into the SfB client as much as possible

(as with BluStar – see below)

• Call windows with SfB look and feel

• Dial from Outlook and callto links

• One directory (user should never feel there is a MiCollab

directory in addition to AD)

• Status bar icon providing the “plugin” functionality

• Based on NG Client technology


8

MiCollab Admin and Security

• Presence Privacy

• Admin will be able to block presence for all users

• Individual users can block/enable presence

• User will be able to request to be added to another user’s white list

• Virtual Desktop support

• Citrix XenDesktop & XenApp

• Windows Terminal Services

• General Security updates

• GDPR adaptions

• AWV ciphers update


9

MiContact Center R9.0 Overview


1

Key Features in MiCC Business R9.0

1) Omnichannel• Seamless customer experiences throughout the

customer journey

• Case Management: unifies multiple customer

contacts into cases

• Pivot from one media to another while retaining

customer context

2) Web Ignite enhancements

3) Open Media and REST API toolkit• Open Media: route any third-party media such as

video, social media, or IoT events

• REST API Toolkit: power infinite extensibility with

mobile applications and third-party systems

4) High Availability


2

Production Site

LAN LAN

DR Site

WANSmart™

New in MiCC Business 9.0 - High Availability

High Availability

✓ Application Aware

✓ Hardware & Storage Agnostic

✓ Failover & Back in Minutes

✓ Keep Users Connected

Production Site

Local Area Network

Production Site

LAN

DR Site

LAN

WANSmart™

Disaster Recovery

✓ Zero Geographical Limitations

✓ No Impact to Failover Time

✓ No Impact to User Experience

✓ Up to 30x Less Bandwidth

Required

Business Continuity

✓ Local HA AND Offsite DR

✓ Physical, Virtual, or Both

✓ Flexible Maintenance

Enablement

✓ Easy Stair Step to Cloud


Thank You

Documents

Mitel Powerpoint Template · 2018-04-26 · 2) Enables automatic call blocking for malicious calls • Blocked calls are routed to a recording stating that your calls are not being