The applications under this brand are delivered in bundles based on the client’s requirement, in different editions, such as MiContact Center Office: an entry-level solution for contact centers or workgroups with up to 100 agents, designed for the MiVoice Office 250; MiCloud Engage Contact Center: a multichannel and cloud-ready solution that leverages the MiVoice Business platform and is designed for organizations with up to 1,200 agents; and MiContact Center Enterprise: an all-in-one contact center for organizations with up to 1,500 agents on a single system and can scale up to 15,000 concurrent agents in a network under a resilient environment. MiContact Center or MiCloud Engage Contact Center can be deployed on-premises, on-cloud, or as a hybrid solution.
USP : Mitel registers its presence with a broad set of contact center applications under the umbrella brand - MiContact Center or MiCloud Engage Contact Center.
Use Case Maturity
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North America , Latin America , Middle East and Africa , Asia-Pacific , Europe
MITEL NETWORKS CORPORATION Presence in Contact Center Analytics Solutions
Mitel is an established provider of cloud and enterprise communications and collaboration solutions, including contact center solutions with a global presence across various industries. It focuses on strengthening its expertise in contact center cloud collaboration and analytics through organic as well as inorganic growth strategic initiatives. The company has made acquisitions and strategic partnerships to expand and diversify its contact center product portfolio. The major initiative in this pursuit was the acquisition of OAISYS, an integrated call recording and quality management solutions provider. This acquisition enabled Mitel to expand its presence in the contact center analytics marketspace. Further, Mitel also partners with significant industry players to expand its contact center analytics portfolio, as well as increase its customer base. In February 2017, Mitel entered into a distribution agreement with Exclusive Networks, with the objective to expand its business and global presence in the ASEAN region. As a part of the agreement, Exclusive Networks is likely to serve as a distributor of Mitel's MiVoice Business and MiContact Center offerings in Singapore, Malaysia, and Thailand, followed by other countries. Further, Mitel leverages from its large network of partners, including technology partners, strategic alliances, operational partners, affiliates, and solution alliances. Looking at its organic growth strategy, Mitel has made progress with its investment in R&D activities, including product developments and new product launches, to enhance its analytics portfolio.