Mitel AnyWare Contact Center, Video ... - Mitel NetSolutions

Mitel AnyWare Fall 2012 Update
November, 2012

Agenda
• Mitel AnyWare Contact Center
• Mitel AnyWare Call Accounting
• Mitel AnyWare CRM Plug-Ins for UCE
• Mitel AnyWare Advance Collaboration
• UC360 Collaboration Point
• Mitel AnyWare Cloud Vidyo Telepresence
• Go Anywhere monthly winners

Mitel AnyWare Contact Center

Mitel AnyWare Contact Center
Deliver superior
customer service
• Give customers communication choices
• Manage customer expectations
• Provide self-service options
• Profile customers for the biggest return
Drive agent and
supervisor productivity
• Give agents and supervisors tools for success
• Resolve customer inquiries the first time
• Extend your call center with remote agents
Streamline contact
center operations
• Access historical and real-time reporting
• Manage workforce
• Ensure business continuity
• Deploy a virtual contact center
• Leverage existing infrastructure

Mitel AnyWare Contact Center
Contact Center Mitel AnyWare Edition
A solution designed for small contact centers that require a cost-effective solution
that can grow. The solution offers a number of applications including historical
reporting, real-time monitoring, dynamic agent and queue control.
Two Main Components:
1. Mitel Communications Director (MCD)
ACD provides:
• Call routing and queuing
functionality
• Programmable resources for
queue
messages
• Hot Desk Agent feature
2. Supervisor Function Contact Center
Manager provides:
• Real time Agent / Group / Queue
monitoring
• Real time Agent control
• Historical reporting capabilities

Mitel AnyWare Contact Center Features
ACD Group Presence
ACD Agent Hot Desking
Queue Prioritization
Predictive Routing
Skill Proficiency Routing
Remote Agents
Historical Reporting
Real-time Queue Monitoring for
Supervisor and Agents
Queue and Individual Agent Reporting
Broadcast Messaging to Agents/
Supervisors
Predictive Overflow
Interflow
Unavailable Agent Skill Group Routing
Path/Queue Unavailable Routing
Dial out of Queue
Silent Monitoring
Auto Answer
Make Busy (with reason codes on MCD)
Do Not Disturb (DND)
Work Timer
Queue Status on Phone Display
Overflow

Agents/Supervisors/Groups/Queues
Agents belong to Agent Groups
• Agents can be in multiple groups
• Agents can use optional skills allocation
• Agents can selectively join/leave groups
• Agents can temporarily busy themselves
from all groups
Agent Groups belong to Paths (Queues)
• Groups can be in multiple paths
• Up to four groups per path
Supervisor can display real time
information by Agent Group, by Path or
both.

Mitel AnyWare Contact Center Options
DESCRIPTION
INCLUDES
PRE-REQUISITE
MAW AGENT
ACD HOT DESK LOGIN
GROUP MEMBERSHIP (MULTI)
PATH MEMBERSHIP (MULTI)
CORE ACD AGENT FEATURES
MAW ADVANCED USER SEAT
MINIMUM 5 AGENTS
MAW SUPERVISOR
SUPERVISOR SEAT FEATURES
CONTACT CENTER CLIENT
90+ REPORTS
CONTACT CENTER CHAT
SILENT MONITORING
MAW ADVANCED USER SEAT
8
PATH/QUEUE
TIMERS / OVERFLOW / INTERFLOW
UP TO FOUR AGENT GROUPS
ONE OR MORE RADS
FOUR PATHS WITH MINIMUM AGENT
REQUIREMENT
MINIMUM 5 AGENT/SUPERVISOR
MAW ADDITIONAL DID

Mitel AnyWare Contact Center Pricing
• Per Agent Pricing
• Minimum 5 Agents
• Maximum 50 Users
• Per Supervisor Pricing
• Minimum 1
Sample Pricing
6 Users Bundle - $315.00
• 5 Agents + 1 Supervisor
• 8 Groups
• 4 Queues
• 4 RADs
• Maximum 10
• Path/Queue
• 4 Queues Included with the first 5 - 10
Agents (Maximum 12 Queues)
• 2 Agent Groups Included with every Queue
(Maximum 24 Agent Groups)
50 Users Bundle - $2,530.00
• 48 Agents + 2 Supervisor
• 20 Groups
• 10 Queues
• 20 RADs
• 2 RADS included with every Queue
(Maximum 24 RADS)

Mitel AnyWare Call Accounting
• Comprehensive call accounting and reporting solution that is available with
or without Mitel AnyWare Contact Center.
• Robust and reliable, it enables the customer to monitor and control calling
patterns and gives a true picture of how calling plans are utilized.
• Provides comprehensive reports that allows customers to view call details
by extension or group of extensions.
• More than 40 Call Accounting reports available at the Report
Administrator subscription level

Mitel AnyWare CRM Plug-Ins

Mitel AnyWare – InGenius CRM Integration
• Supported Platforms:
• Features Supported include:
• Screen-pop on incoming calls that are matched to the corresponding record in your CRM
• Click-to-dial from within your CRM user interface
• Integrated call control: Answer, Release, Forward, Conference, Transfer
• Selective match: If the caller ID matches multiple records within the CRM, you can select the
appropriate record when the caller has been identified verbally
• Call logging: All information is automatically logged with the associated contact.
• Sold in 1, 10, 50, and 100 users packages

Mitel AnyWare Enhanced
Collaboration

Why is Collaboration So Important?
• Companies that use advanced UCC
technologies gain a clear
competitive advantage
• Of those companies that have
deployed UCC tools:
• 72 percent say that they have
experienced better
performance
• 77 percent believe UCC
technologies enhance
employee mobility
• 86 percent say the tools have
improved innovation within the
organization
Source: Frost and Sullivan, 2012

Customers Need: Simpler Collaboration
• Easy to use
• Ready when I am
• Cost effective
• Easy to deploy and support
• Leverages my existing investments

Introducing…
• UC360 Collaboration Point
• Mitel AnyWare Vidyo Telepresence
16

Mitel UC360 Collaboration Point
• All-in-one multimedia collaboration
appliance for the personal office meeting
space
• Multi-party audio collaboration
• Video collaboration within the enterprise
• In-room presentation delivery
• Remote document sharing
• Easy-to-use and simple to deploy
• Improve collaboration and reduce
operating costs
• Accessible collaboration over a managed
data communications infrastructure

Mitel UC360 Collaboration Point
PERSONAL OFFICE MEETING SPACE
In-Room Presentation
Management and Display
Audio Conferencing
with Remote
Collaboration
Full Multimedia
Collaboration
Make collaboration a natural part of your day

Mitel UC360 Business Value
USER
Simplify Meetings and Presentations
Improve Collaboration
Enhance Productivity and Innovation
BUSINESS MANAGER
Improve Employee Productivity
Reduce Costs
IT MANAGER
Deploy Easily
Reduce Costs

Mitel AnyWare Cloud Vidyo Telepresence
Unprecedented Reach and Scale

VidyoConferencing Changed the Economics
Room Telepresence
Room Telepresence
• Great experience
• Well-utilized 100 hours/month
• Super-expensive $400/hour
• Does not scale
z
High Quality
New Paradigm
• Natural: High quality
• Universal: Multi device, multipoint
• Affordable: No dedicated facilities
or infrastructure
z
High Cost
Low Cost
MCU Video Conferencing
• Expensive
• Under-utilized 10 hours/month
• Does not scale or deliver
z
Web-based Services
• Free but limited
• Unpredictable
• Does not deliver on
performance
z
Low Quality
15 November 2012

Solution Redefines Endpoint Economics
iMac – 1440p
TouchScreen Executive Desktop Room System

Pricing Model
Mitel AnyWare Vidyo Monthly Charge Notes
Desktop User $30.00/Named User Unlimited Calls to Other Named Users.
5 Free Guests. Additional Guests at
$0.1/minute
Rooms $100/Screen in Room Hardware purchased separately; easy
to expand number of screens
Gateway or Recording
$0.3/minute in
conference
Low Resolution - Low Frame Rate
Medium Resolution - Medium Frame Rate
High Resolution - High Frame Rate

The Mitel AnyWare Cloud Vidyo
Telepresence Advantage
Devices
- Software client eliminates proprietary & expensive
endpoints
- 10x savings on desktop, tablet, and mobile connections
- 10x savings on immersive room systems
Network
- No expensive QoS enhanced networks required
- 10x savings on bandwidth
- IP error resiliency extends reach over Internet, 4G or WiFi
Data
Center
- Cloud economics eliminate the need for expensive
infrastructure costs
- Pay only for what you use

GO ANYWHERE WITH MITEL ANYWARE\
• MONTHLY PRIZES: Win 1 of 3 trips for 2 to the
destination of your choice in North America.
• Plus 1 of 3 Staycation Gift Card Packages.

GO ANYWHERE PRIZE OVERVIEW

GO ANYWHERE – SEPTEMBER WINNERS!
Three October Go Anywhere with Mitel AnyWare Trip Winners Are:
1. Terry Darden – Greatest number of Mitel AnyWare seats sold by an Mitel
NetSolutions Agent Sales Representative.
2. Lena-Marie Good - Greatest number of Mitel AnyWare seats directly sold by a
Mitel NetSolutions Sales Representative.
3. Dave Bull – Random Drawing Winner chosen from all of the qualifying entries
for the Monthly and Grand Prize contest period.
The 3 winners of the $1,000 Staycation Package are Rachel Miller, Conrad Taylor
and Cheryl Goldburg. Congratulations to all of our October Go Anywhere winners!

STAY INFORMED & GET READY
TO GO ANYWHERE
• Go to the website: www.mitel.com/
goanywhere
• Register for regular updates and
contest notifications
• Attend the monthly webinars:
• Next webinar is December 19 th
• Topic is: Mitel AnyWare Contact
Center – Digging Deeper
• Engage with your Network Specialist

THANK YOU
Jon Brinton, jon_brinton@mitel.com
VISIT NETSOLUTIONS.MITEL.COM FOR MORE INFO
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