PRESS RELEASE: Mitel®, a global leader in business communications announced it has been positioned by Gartner, Inc. in the Challengers quadrant of the latest Magic Quadrant for Contact Center Infrastructure. This follows Mitel’s merger with Aastra and the acquisition of contact center companies OAISYS and praireFyre, reflecting the company’s strategic initiatives to invest and expand in the contact center.
“With the ability to engage customers, maintain satisfaction and build loyalty, customer-facing contact centers have become a strategic application for many organizations and a targeted growth area for Mitel along with cloud communications. We believe our change in placement from the Niche quadrant to Challenger quadrant in the Gartner Magic Quadrant validates that strategy and shows our ability to enable loyalty-building customer experiences,” said Chris Courneya, GM, Contact Centers, Mitel. “With our resolutely customer-driven focus, we aim to continue to challenge and be a leader in the industry and offer the broadest and best options for immersive customer service solutions.”
Mitel has significantly expanded its contact center capabilities over the past 12 months with the acquisitions of prairieFyre and OAISYS and its merger with Aastra. Mitel offers on-premise as well as private, public and hybrid cloud options. Products include both the MiContact Center and the Solidus eCare platforms for enterprise and SMB organizations as well as call recording and quality management solutions. Mitel introduced MiContact Center 7, the latest generation of its customer care platform, in February and recently launched MiContact Center Live, a fully cloud-based service with pay-per-use pricing, further expanding its deep portfolio of contact center solutions.
As part of its strong portfolio, Mitel’s solution is designed to deliver seamless integration with Microsoft communications products, particularly Microsoft Lync. In fact, Mitel offers MiContact Center for Microsoft Lync, an end-to-end contact center built natively on the Microsoft Lync Server call control and the Lync desktop client.
Mitel has amplified its contact center focus through its network of channel partners. This includes an increase in training and certification requirements as Mitel works closely with its partners to further enhance expertise and optimize sales opportunities.
For more information on Mitel’s contact center solutions, go to http://www.mitel.com/product-service/mitel-micontact-center.
About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Magic Quadrant for Contact Center Infrastructure, Drew Kraus, Steve Blood, Sorell Slaymaker, May 22, 2104.
Mitel® (Nasdaq:MITL) (TSX:MNW) is a global leader in business communications that easily connect employees, partners and customers — anywhere, anytime and over any device, for the smallest business to the largest enterprise. Mitel offers customers maximum choice with one of the industry’s broadest portfolios and the best path to the cloud. With more than US$1 billion in combined annual revenue, 60 million end-user customers worldwide, and #1 market share in Western Europe, Mitel is a clear market leader in business communications. For more information, go to www.mitel.com.