Mitel (Nasdaq:MITL) and VMware (NYSE:VMW) have unveiled the integration of Mitel's Contact Centre Solution for VMware View, which can enable contact centre managers to deploy and manage agents anywhere in the world, while empowering the centre to lower costs. This solution provides contact centre agents with cloud-based access to contact centre functionality as well as a unified desktop and communications device (softphone or deskphone) wherever they may be.
In addition, Mitel has announced the availability of Mitel's virtualised Unified Communicator (UC) Advanced client software for VMware View. Additional information on both solutions can be found at this link: http://www.mitel.com/solutions/virtualization/virtual-desktop-solutions/VirtualDesktop.
Desktop virtualisation using VMware View decouples desktop components from physical devices and delivers them as a managed service from a centralised location, such as the data centre or from the cloud.
By centrally managing the desktops, applications and user data in the data centre, organisations can benefit from improved manageability and control. When used in conjunction with Mitel's Contact Centre Solution, contact centre and communications applications can be deployed as a single unified solution in a virtual desktop environment, enabling IT departments to reduce costs, while also extending their desktop and mobile environment to anywhere an end-user has an Internet connection.
For the contact centre manager, this can allow for greater flexibility when bringing on additional agents during times of peak capacity, while maintaining centralised control over each agent. IT managers can reap similar cost and control benefits, while delivering their end-users a rich, consistent and high-performance desktop experience to any qualified device - including tablets and smartphones - whether in the office or on the go.
"These latest integrations of Mitel solutions with VMware View further advance our vision to deliver highly secure, centrally managed virtual desktops with advanced multimedia capability," said Vittorio Viarengo, vice-president, End-User Computing, VMware. "Mitel has once again demonstrated the flexibility of its open, single software stream Freedom architecture."
"Our contact centre customers have consistently pushed for more flexibility in terms of managing their agents, as well as continued integration with virtualisation technologies of all kinds," said Andy Bull, Mitel's managing director for South Africa. "They will now have the ability to deliver their agents' contact centre, desktop and softphone capabilities as a unified, virtualised application - it doesn't get more flexible than that."
Additional information on Mitel Contact Centre Solutions can be found at: http://www.mitel.com/products/contactcenter/enterprise-edition.
Additional resources:
* Download Mitel's report on virtualisation and UC featuring Gartner research at: www.mitel.com/gartner-virtualizationnewsletter.
* Twitter: @VMwarePEX (hashtag #VMwarePEX), @VMware_Partners, @Mitel
* VMworld and Mitel Blogs: http://blogs.vmware.com/partner; www.mitel.com/mitelfreedom.
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