Johannesburg, 30 Mar 2005
Microsoft Office Live Communications Server to enable presence and collaboration capabilities through voice, e-mail, Web-chat and fax via Mitel`s Contact Centre Solution
Mitel, a leading provider of IP communications solutions, has announced the integration of Mitel`s Contact Centre Solution with Microsoft Office Live Communications Server 2005 and Microsoft Office Communicator 2005 to deliver telephony and multimedia presence and collaboration capability to contact centres.
The combined solution will allow Mitel`s Contact Centre Solution to seamlessly integrate its voice, Web-chat, e-mail and fax routing and queuing capabilities into the powerful real-time collaboration and presence capabilities that Live Communications Server 2005 brings to programs such as Microsoft Office Outlook 2003, Microsoft Office Excel 2003 and Microsoft Office Word 2003.
"The combination of Mitel`s Contact Centre Solution and Live Communications Server 2005 will enable enterprises to offer enhanced real-time collaboration and presence capabilities to a wide variety of media, allowing them to expedite the handling of customer interactions using all communication methods possible," said Taylor Collyer, senior director of product management, Real-Time Collaboration Business Unit at Microsoft Corp.
"This capability will be of great value to contact centres of any size on either legacy or next-generation enterprise telephony infrastructures."
"In working with Live Communications Server, Mitel is applying its expertise in contact centres and real-time solutions, to deliver integrated presence and collaboration functionality that allows a more effective, responsive and seamless experience that enhances the interaction between businesses and their customers," said Andy Bull, director, Mitel South Africa.
The Mitel Contact Centre Solution is a modular suite of applications including automated call distribution, workforce management, computer telephony integration and integrated voice response capabilities. Based on Microsoft`s .NET architecture and utilising Microsoft tools such as Exchange Server, Outlook, Office and MS CRM to provide a fully-featured yet affordable solution for contact centres of any size.
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