Mitel worked with Minneapolis-based platinum partner Marco to upgrade communications for the main headquarters and 13 other branches. Altogether, the Mitel solution is comprised of the Mitel 3300 IP Communications Platform (ICP), 400 IP phones and centralized applications such as:
*Mitel Enterprise Manager for system-wide administration
*Mitel Messaging Server
*Mitel Automatic Call Distribution (ACD) for 70 agents with ACD groups running in each branch
*Mitel Teleworker Solution for remote users
“We lost 25 percent of our people a few years ago,” said MPL IT manager Sharon Kinsmith, “so there wasn’t enough staff to answer all the phone calls we were receiving. The ACD makes everything much easier for us. We worked with Marco to plan our new communications system, and the installation went very well. Mitel’s platforms and solutions have done all they’re supposed to do. I would definitely recommend them.”
Thanks to the ACD, MPL has been able to save expenses and route incoming calls to the correct branch and service quickly and reliably. The staff is free to concentrate their efforts on other tasks while library members simply push a button when prompted to reach their desired destination.
“At Mitel, our goal is to help make businesses of all sizes more productive by enhancing communications between management and staff and customers while reducing costs and driving new revenue streams,” said Mitel president and chief operating officer, Paul Butcher. “Through solutions such as Mitel Mobile Extension and Teleworker Solution, we make that happen.”
“Our extensive expertise in voice and data applications–compiled with our longstanding relationship with Mitel and their industry leading products–allowed us to implement a state-of-the-art IP solution for the new Minneapolis Central Library and its 14 branch locations,” said Marco account manager Paul Hagen. “Projects such as this have contributed to our ranking as one of Mitel’s largest business partners in the Midwest and as the Mitel Solution Provider of the Year for 2006. This is yet another example of what Marco and Mitel can do for businesses of all sizes that want to decrease costs while increasing customer service and revenue streams.”
Mitel Teleworkers allow employees “plug-and-work” access to the corporate voice and data network from home or on the road, seamlessly retaining all of the features and functionality enjoyed at the office.
Guthrie Theater Raises Curtain for VoIP
Mitel also announced that Minneapolis landmark the Guthrie Theater has evolved to VoIP communications to coincide with the opening of its beautiful new building on the banks of the Mississippi.
More than 300 Guthrie employees and 50–75 call center agents have evolved to IP communications technology. To be sure that incoming calls are dealt with immediately and correctly for its many members as well as the general public, the theater installed Mitel Customer Interaction Solutions and Mitel Messaging Solution. These solutions were vital to the theater’s future because membership is at an all-time high of 32,000 and counting.
“The flexibility of the system is really valuable–especially because we decided to use some of our space totally different than we had planned. We can take our phones anywhere in the building and just plug them in,” said information systems director Lou Ambrose. “We would absolutely recommend Mitel and Marco–they do what they say they’re going to do. Marco has an enthusiastic team and did a fabulous job.”
For administrative purposes, the Guthrie Theater also selected Mitel’s Enterprise Manager solution. Enterprise Manager is an integrated suite of management tools that allow simple configuration, control and management of Mitel’s enterprise product portfolio. It allows access to multiple sites and systems from a single interface lowering business costs and increasing staff productivity.
Mitel Customer Interaction Solutions include an advanced automatic call distribution feature that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for routing calls to the most appropriate group; queuing and prioritization of callers; distributing calls fairly within a group; automatically re-routing or expanding the availability of agents based on current queue conditions; networking multiple contact centers together; in-queue messaging; and controlling after-hours service.
Mitel Messaging Server platform provides enterprises with enhanced access and control over communications. Through features such as multilingual auto-attendant, voicemail, text-to-speech, fax mail and wireless device support, the Messaging Server platform offers a myriad of options for enterprise users to retrieve and manage messages. Fully supporting both IP and TDM environments, the Messaging Server is designed to interface with a range of voicemail systems (including Mitel NuPoint Messenger) using industry standard networking protocols (VPIM and AMIS.)
About Minneapolis Public Libraries
Founded in 1885, the Minneapolis Public Library (MPL) now provides service through the downtown Central Library, 14 community libraries, a bookmobile, a literacy center, two technology centers, and our Website, a “library without walls,” offering visitors 24/7 access to information. We serve the City of Minneapolis and beyond; any Minnesota public library cardholder has borrowing privileges at Minneapolis Public Library through a statewide agreement. Our outstanding collection of more than 3 million items is housed primarily at Central Library, making it the largest central public library collection in the state and one of the largest in the nation.
About Guthrie Theater
The new home of the Guthrie Theater, the country’s premier resident theater, is a 285,000-square-foot theater center located in the historic Mills District on the banks of the Mississippi River in downtown Minneapolis. The project includes three theaters, public lobbies, rehearsal rooms, classrooms, administrative offices, production and support facilities, restaurants, bars and parking. The new building replaces the former facility at Vineland Place in Minneapolis.
Marco helps organizations connect people and information by providing integrated solutions for voice, data, video, and print. The company specializes in data networking and security, converged voice applications, print and document management, video for training and meeting rooms, structured cabling, and digital video surveillance solutions. Marco’s furniture division Marco Workplace Interiors provides a full line of office furnishings and design services. A 100% employee-owned company, Marco was named among the Top 25 Best Companies to Work for in America by the Great Place to Work Institute in 2004 and received the Minnesota Work-Life Champions Award in January 2006.
Mitel is a leading provider of integrated communications solutions and services for business customers. Mitel’s voice-centric IP-based communications solutions consist of a combination of telephony hardware and software that integrate voice, video and data communications with business applications and processes. These solutions enable our customers to realize significant cost benefits and to conduct their business more efficiently and effectively by enabling enhanced communications, information sharing and collaboration within a business and with customers, partners and suppliers. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, visit www.mitel.com.