Mitel, a global leader in business communications, has announced it has been positioned by Gartner, in the Challengers quadrant of the latest Magic Quadrant for Contact Centre Infrastructure. This follows Mitel’s merger with Aastra and the acquisition of contact centre companies OAISYS and praireFyre, reflecting the company’s strategic initiatives to invest and expand in the contact centre.
“With the ability to engage customers, maintain satisfaction and build loyalty, customer-facing contact centres have become a strategic application for many organisations 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,” says Chris Courneya, GM, Contact Centres, 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 centre 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 Centre and the Solidus eCare platforms for enterprise and SMB organisations as well as call recording and quality management solutions.
Mitel introduced MiContact Centre 7, the latest generation of its customer care platform, in February and recently launched MiContact Centre Live, a fully cloud-based service with pay-per-use pricing, further expanding its deep portfolio of contact centre 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 Centre for Microsoft Lync, an end-to-end contact centre built natively on the Microsoft Lync Server call control and the Lync desktop client.
Mitel has amplified its contact centre 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 optimise sales opportunities.