Mitel - Simply Communicating

The Mitel Story & Roadmap

Ian Bevington - Propositions Marketing

SPONSORED BY

MITEL - WHAT WE DO

IN-OFFICE EXPERIENCE, ANYWHERE, ON ANY DEVICE

Business Communications

Managing Cost

BUSINESS CHALLENGES

ProfitableGrowth

ReduceRisk

Employ theBest People

CustomerExperience

GOVERNMENT

RETAIL

EDUCATION

PROFESSIONAL SERVICES

HEALTHCARE

HOUSING

FINANCIAL SERVICES

HOSPITALITY

MANUFACTURING

TRANSPORT

MEDIA

The CIO Squeeze

CIO SQUEEZE

IT Waterfront continues to

expand

Investment as a proportion of revenue is

falling

Significant communities underserved

by IT

Inversion of IT(Tech Savvy

employees better served at

home)

Bring (or chose) Your Own

Device

Traditional IT model is not sustainable

Utility Applications

Specialist Applications

FITS WITH YOUR IT STRATEGY

IN-OFFICE EXPERIENCE, ANYWHERE, ON ANY DEVICE

IT FRAMEWORKS

THE MITEL PORTFOLIO

MiVoice

Mobile Working“Any location, Any device”

Innovative desktop devices

Reliable easily managed voice platform

500+ voice features

Industry leading call control software

Feature phonesWireless phonesConsolesAudio UnitsVideo UnitsSpecialist devices

Resiliency and redundancy optionsWeb based administrationActive directory integrationRole based templatesNetwork tolerant / managed QoS

iOSAndroidBlackBerryWindows

Hunt groups / Pick up groupsManager / Secretary workingSingle Number IdentityRecorded AnnouncementsVoice MailMusic on HoldRoute selectionHospitalityACD

MiCollab

Video Conferencing

Voice

Application & Desktop Sharing

Instant messaging

For desktops …. tablets…. smartphones ….

Audio, Video & Web Conferencing

Corporate Directory with Presence

LocationConnectivityCalendar

Unified Messaging

Speech Enabled Attendant

MiContact Center

Communicate with customers in a

media of their choice

VoiceEmailWeb chatFaxSocial Media

In the office …. at home …. or mobile

Productivity management

Real time reportingHistorical reportingInteractive QueueScheduling

Structured call handling

Business Process Integration

Compliance

Mass Outbound Notification

Single cloud ready

software stream

Traditional

Public Cloud

Industry Standard Server

Turnkey VMware

Private Cloud

DEPLOYMENT FREEDOMSingle Cloud Ready Software Stream

No Change in end user behavior

Mitel - Simply Communicating

Whats New?

SPONSORED BY

MiVoice – What’s New?

MiVoice Business (MCD Rel 6.0) Jan 2013• Customer design change requests• Management improvements to improve TCO• Simple twinning with mid call features• Location based services• Improvements to centralized voicemail

MiVoice Conference Unit / Video Unit June 2013• Web browser with multimedia support• Bandwidth management improvements• Collaboration + video filmstrip

MiVoice Business (MCD Rel 7.0) Target = Spring 2014• Installation & support improvements • SDS enhancements• Contact Center feature enhancements• Meet-me conferencing

MiCollab – What’s New?

MiCollab Client for Android Jan 2013• Softphone Client• Instant Messaging• Dynamic Presence MiCollab Client for iOS Jan 2013

• Softphone Client• Instant Messaging• Dynamic Presence

MiCollab Client for windows desktop Jan 2013• SIP for video interworking• Teamwork mode• Hotdesk login

MiCollab Client June 2013• Contact Management & Click to Call• Visual Voicemail• RSS feeds• Available FoC with option to upgrade to Instant Messaging & Presence

MiCollab Cloud Services Integration• Google integration June 2013• Office 365 integration September 2013• SFDC Target = Q4 2013

MiCollab Web Portal Client Enhancements June 2013• Supported on any browser / desktop and mobile device• Corporate Directory / Click to Call• Dynamic Status / Advisory Messages• In-call features – transfer / hold / end-call• Instant Messaging• Visual Voicemail

MiCollab – What’s New?

MiCollab Audio, Video & Web Conferencing June 2013• Bi-directional audio via windows client• Listen only via web browser for webcasts• SIP video support for interworking• Identify audio only participants using PIN• Conference lock with announcement

Vidyo Target = Q3 2013• Scalable HD Software based video solution• Large meeting rooms, desktop & mobile devices• Works with MiCollab Client • MiCollab Video Unit (UC360) interworking

MiCollab – What’s New?

MiVoice for Lync June 2013• Mitel client plug in for Microsoft Lync users• Reliable, feature rich telephony• Desktop integration with Microsoft Lync

MiCollab Client for Android / iOS Target = Q4 2013• SIP Video Client

MiContact Center – What’s New?

MiContact Center - Visual Workflow Enhancements • IVR: Outbound call flows (call number, play message, respond)

MiContact Center Desktop Virtualisation (View 5.x)• Virtual agent desktop includes softphone• Supervisor client can run on ‘any’ device

MiVoice Business – Force Transfer on hang up • Post call surveying in conjunction with Virtual Workflow Manager

MiContact Center – Social Media Integration CC SP2.0• Capture information from social media sites about your business• Analyse and prioritize responses• Monitor social media trends

MiContact Center – What’s Coming?

MiContact Center – Unified Multichannel Queue Sept 2013• View all interactions in a single unified visual interface• Support pull & push interactions based on business rules• Reporting & monitoring by media• Client history repository search

MiContact Center –Web Enhancements Sept 2013• New “contact Us” tab, • Secure chat support hosted on mitel server. • Wait times deliver an improved customer experience

MiContact Center – Integration with MiCollab Client Sept 2013• Agent action client to deliver a multimedia agent desktop experience• Handle multiple interactions simultaneously• Agent presence control to join / leave groups• Phone control (answer, hold, hang up etc)

MiContact Center – Email independence Sept 2013• Microsoft Exchange 2007/2010/2013• Office 365 via exchange online• Gmail via Google apps

SUMMARY

Flexible Deployment Choiceswith a Single Software Stream

Simply CommunicatingAnywhere, any device, leverage existing skillsets

Recognized as a Technology LeaderBy Frost & Sullivan, Forrester and other leading analyts

THANK YOUIan Bevington

Propositions Marketing

Ian_bevington@mitel.com

www.twitter.com/bevingtoni

www.mitel.tv

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