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Enhancements to Mitel’s contact center portfolio and new CCaaS solution can help organizations meet the demands of today’s digital consumer. 

As providing exceptional customer experiences becomes an increasingly important brand differentiator, Mitel is investing in contact center solutions to give businesses broader choices and more innovative ways to compete. The company recently introduced platform and application integrations and launched MiCloud Connect CX, a new Contact Center-as-a-Service (CCaaS) solution powered by Talkdesk to help businesses exceed customer expectations in a digital-first world.

New enhancements to the Mitel contact center portfolio include the introduction of MiContact Center Business for the MiVoice Connect system, providing a proven and sophisticated omnichannel management solution for that platform. MiContact Center Business also now offers MiVoice Connect customers open media and a REST API toolkit for increased extensibility, visual IVR and workflow programming capabilities, speech-enabled IVR, and SMS support. 

“Today’s customer expects the ability to communicate with an organization on the channel of their choice,” said Jeff Andrews, Executive Vice President, IPC. “The MiContact Center Business solution provides a platform for seamless omnichannel communications, enabling organizations to deliver next-generation customer experiences. It also provides for the self-service capabilities that are now essential to customer service.

“As a national Platinum Mitel partner, IPC has the skills and experience to help organizations take advantage of Mitel’s advanced contact center solutions. We have also deepened our partnership with Talkdesk, enabling us to deliver its cloud-based contact center platform directly and through its integration with Mitel.”

Contact Center in the Cloud

MiCloud Connect CX leverages Talkdesk’s technology to meet the demands of organizations seeking to leverage public cloud technologies to quickly deploy and scale solutions that improve customer experience. It is an all-in-one solution that combines communications and contact center tools into a single application, enabling businesses to seamlessly serve customers through any channel, anywhere. 

The MiCloud Connect CX solution builds upon Mitel’s call control expertise and extensive global network of resources and marries it with a modern cloud architecture and consumer-like usability provided by Talkdesk, the industry’s fastest-growing CCaaS vendor. It also integrates with more than 50 productivity tools including Salesforce, Zendesk and Google. 

With MiCloud Connect CX, organizations can continually evolve and personalize their customer experiences with access to the latest next-generation functionality. The solution is currently available as an over-the-top service on Mitel’s Unified Communications-as-a-Service and UC platforms, with a fully integrated solution expected during the second half of 2019.

“Customer experience is the ultimate differentiator. It’s what separates the leaders from everyone else, and no business — large or small — can afford to approach it with half measures,” said Bob Agnes, EVP and President, Mitel Products and Solutions. “Mitel understands what’s at stake in a digitally immersive world. Through our dedication to continuous innovation and select strategic partnerships, we’re helping companies transform the experiences they provide their customers and stay ahead of the competition.”

The Power of AI

In July 2018, Mitel announced a strategic partnership with Google to infuse Google Cloud AI and machine learning into its virtual agent, agent assist and analytics capabilities to bring a higher level of intelligence and insight to customer interactions. Now Mitel has broadened its partnership with Google Cloud to provide greater security and reliability for customers looking to accelerate digital transformation by moving communications and collaboration to the cloud.

Powered by the same network infrastructure as the world’s No. 1 search engine and most popular video sharing site, Google Cloud Platform offers Mitel customers some of the highest levels of security and availability with dedicated operational practices and 24×7 data center monitoring. 

Google Cloud Platform will initially support MiCloud Connect and MiCloud Flex customers. MiVoice Business customers will also have the option of deploying on the platform. Mitel also gains further access to Google Cloud’s AI analytics, as well as integration with G Suite productivity and collaboration tools, which Mitel will use to make communications and collaboration more seamless for today’s modern worker. 

“High-performance organizations depend on their communications infrastructure. It’s the foundation of everything they do. Security risks and downtime can be devastating,” said Rich McBee, Chief Executive Officer, Mitel. “By anchoring our public and private solutions with Google Cloud Platform, Mitel customers can move forward with confidence, knowing their services are virtually bulletproof and the most advanced communications and collaboration capabilities are at their fingertips.”

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