OTTAWA, ON, Canada–June 13, 2007–Mitel® today announced that Technology Marketing Corporation´s (TMC) Customer Interaction Solutions magazine (www.cismag.com) has named the Mitel Customer Interaction Solutions portfolio as the recipient of the 2007 IP Contact Center Technology Pioneer Award for its newly developed customer-profiling program.
The Pioneer Award recognizes companies that have created a groundbreaking, successful IP contact center product or service.
"Not all customers are created equal and not all impact the bottom line in the same way," said Kevin Johnson, director of solutions marketing, Mitel. "That is why Mitel has added a powerful customer-profiling capability to its Customer Interaction Solutions portfolio that seamlessly enhances the way calls are managed."
The unique customer-profiling program extracts customer information from incoming customer calls directly from a CRM database. Using predefined customer-identification policies, callers are routed to the most appropriate queue and are displayed at the supervisor and agent desktops. This provides valuable real-time alerts to contact center staff, enabling them to make informed decisions about the treatment of the customer.
For example, the most profitable customers can be directed to the top of a queue or to an experienced agent or supervisor. Low-revenue customers can be directed to agents who can educate them about the use of less expensive contact methods, such as the company´s website.
Additionally, with Mitel Interactive Visual Queue, supervisors can identify queued customers and move them into shorter queues to expedite call handling. An email, pop-up, and / or audio alert is generated and pertinent attributes are displayed allowing the supervisor to act accordingly. When agents recognize a customer´s name, they are able to take action immediately. Customer profiling is also extended into the Mitel Contact Center screen pop allowing agents to provide the most appropriate service by receiving intelligence about each customer prior to answering the call.
"TMC is proud to recognize Mitel with the IP Contact Center Technology Pioneer Award. Mitel has proven to the editors of Customer Interaction Solutions magazine that its solution has been designed with the needs of the contact center market in mind and the potential of IP behind it," said Nadji Tehrani, executive group publisher and editor-in-chief of Customer Interaction Solutions magazine. "Technology is the key to the success of any contact center. This award was created as a way to acknowledge those who bring groundbreaking technologies to market while providing high quality and superior applications."
The IP Contact Center Technology Pioneer Award winners will be highlighted in the July 2007 issue of Customer Interaction Solutions magazine.
Mitel, a leading provider of unifying IP communications solutions and applications for business customers, is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, visit www.mitel.com.
About Customer Interaction Solutions Magazine
Since 1982, Customer Interaction Solutions magazine has been the voice of the call/contact center, CRM and teleservices industries. Customer Interaction Solutions has helped these industries germinate, grow, mature and prosper. TMC, the magazine´s publisher, and is proud to publish the leading publication that has helped these industries, which have a positive impact on the world economy, continue to thrive. Hailed by the Wall Street Journal as "the Bible of the Industry", Customer Interaction Solutions magazine continues leading the way with the most comprehensive editorial. Please visit www.cismag.com.
Technology Marketing Corporation (TMC) publishes Customer Inter@ction Solutions, INTERNET TELEPHONY magazine, Unified Communications and IMS Magazine. TMCnet, TMC´s Web site, is the leading source of news and articles for the communications and technology industries. Ranked in the top 4,000 most visited Web sites in the world by alexa.com*, TMCnet serves two million unique visitors each month. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, Communications Developer Conference, IMS Expo and Call Center 2.0 Conference. (*alexa.com is an amazon.com company that ranks Web sites by their traffic levels. Neither alexa.com nor amazon.com is affiliated with TMCnet). For more information about TMC, visit www.tmcnet.com.