Mitel Upgrades Contact Center Platform With Microsoft Lync Capabilities

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Mitel has made some upgrades to its MiContact Center platform.

Perhaps the most notable is the new technology that works with Microsoft Lync and turns the contact center product into an integrated tool so agents and customers can interact through email, the Web or social media.

There’s also an IVR platform so Mitel and Microsoft users can take advantage of self-service options. In this release, contact center supervisors also get mobility support for tablets.

“Many of our customers have made investments in Microsoft for IT and collaboration,” said Chris Courneya, general manager of Mitel Contact Centers, in a prepared statement. “Based on customer conversations and with the rise in Lync adoption, we continue to build on our… customer interaction solution so that our customers can take full advantage of their Lync solutions for the contact center.”

MiContact Center is built on Microsoft Lync Server call control software and Lync desktop client. Target users include startups, SMBs and large enterprises.

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