Mitel Launches CCaaS Platform, Updates MiCloud Flex

Mitel is rolling out its first standalone offering, MiCloud Engage Contact Center, and the latest version of its MiCloud Flex UCaaS.
The over-the-top MiCloud Engage CCaaS platform allows a data-driven omnichannel experience, including the ability to work with any call-control platform and integrate with a variety of third-party customer relationship management (CRM) apps.
MiCloud Flex allows customer interactions via any device or media platform depending on the individual customer’s preference. It not only provides a more personalized experience, but also increases call-center productivity by allowing agents to interact with multiple customers on different platforms at the same time, according to Mitel.
Mike Conlon, Mitel’s vice president of global channels, tells Channel Partners that MiCloud Engage significantly increases the addressable market for Mitel partners.
“Now, they can not only target existing Mitel on-site customers that want to leverage contact-center services from the cloud, but because the solution is delivered over-the-top of any vendor PBX, it can also serve the needs of customers with a mix of Mitel and non-Mitel solutions,” he said. “This gives our partners the opportunity to gain a foothold into new accounts.”
The latest release of MiCloud Flex also brings new business opportunities with the addition of omnichannel interaction management and open media for partners looking to win deals that require omnichannel and handling of nontraditional channels like WebRTC video, WhatsApp and IoT events in their contact-center workflows, Conlon said.
Mitel recently shipped its 1 millionth contact center agent seat.
“MiCloud Engage really expands the opportunities for (partners) to pursue businesses with seasonal and fluctuating needs,” Conlon said. “Whether the business is focused on things like holiday retail, parcel delivery, tax filing, benefits enrollment, sports season – any kind of industry with peaks in demand – MiCloud Engage can offer a quick way to scale up or down with no equipment to deploy.”
“Forward-thinking organizations are reviewing and enhancing each customer touch point to ensure optimal customer engagement experiences with each interaction,” said Brent Kelly, president and principal analyst at KelCor. “In our hypercompetitive global markets, the winning difference will often boil down to who provides the best customer experience regardless of how the customer chooses to connect with the organization. Cloud-enabled contact centers coupled with emerging technologies, like IoT and AI, are transforming into strategic assets because they are proving they can provide higher levels of customer engagement and satisfaction.”The contact-center offering that’s tightly integrated with the MiCloud Flex UCaaS platform provides a “strong competitive edge over our competitors,” he said. MiCloud Engage also gives Mitel a distinct advantage over competitors who lack a CCaaS offering, he said.
MiCloud Engage and the latest release of MiCloud Flex currently are available for purchase in the U.S. market.
In April, Mitel announced it’s going private by agreeing to sell to an investor group led by affiliates of Searchlight Capital Partners. It’s a $2 billion, all-cash transaction that also covers the company’s debt.
Source: channelpartnersonline

Latest Jobs
-
- IAM developer - Saviynt
- United Kingdom
- Upto £60,000 plus benefits
-
IAM developer/ Consultant is required for a global consultancy who are looking to expand their deployment team within the UK Looking for a IAM developer who has experience with at least one of the following vendors Saviynt, Clearskye, Beyond Trust or Okta You will be part of a deployment team, involved in a number of high profile projects Key duties will be: implement IAM solutions to ensure secure access to applications, systems, and data for authorized users. This may involve integrating technologies and standards such as SAML, OAuth, LDAP, and RBAC. Conduct IAM audits and assessments: to identify vulnerabilities, gaps, and areas for improvement. Provide IAM support and troubleshooting and resolve incidents related to user access, authentication, and authorization.
-
- Lead Cyber Security Incident Response Consultant.
- United Kingdom
- N/A
-
Seeking skilled and passionate UK-based individual for a Lead Cyber Security Incident Response Consultant opportunity 3 core skillsets for the role Hands on technical incident response (triage and planning). Business consultancy (engaging with clients). Commercial awareness. Being able to engage in business growth conversations. Consultancy experience is an essential as it the ability to visit clients and the office. Additional experience will include, but not be limited to: Developing incident response strategies, guides and procedures for effective incident handling Proactive and reactive defense plans based on cyber threat actors' techniques Offering guidance, supervision, and fostering opportunities for team development Significant career development opportunities for the right individuals.
-
- OUTSIDE IR35 Contract- Functional tester- SC clearance Microsoft Windows Server
- London
- Outside IR35 contract
-
Front End Functional tester with SC clearance needed for an Outside IR35 project. Current valid SC clearance is required Experience with functional testing with exchange, sharepoint, SQL and other applications relating across a windows server Migration to 2019. Must be able to get to Central London 3 days a week. Jira, Wiki documentation and automation experience highly desirable.
-
- ForgeRock Consultant- UK
- United Kingdom
- Upto £100,000 plus benefits
-
ForgeRock Consultant/ Architect is require for niche consultancy who are looking to expand their presence within the UK/European Market Looking for a lead IAM architect, ideally with ForgeRock experience but would consider other vendors, But looking for someone who is able to advice and consultant with Clients but have the implementation background so they can get involved in projects as and when needed. Key duties will be: Provider IAM consultancy to clients, with a focus on ForgeRock Product stack ·Responsible for the design and implementation of ForgeRock solutions ·Install and configure ForgeRock stack to meet customer authentication and authorization requirements, ·Design and implement OAuth2 protocol using ForgeRock OpenAM, ·Design and develop OpenAM custom authentication modules, ·Configure ForgeRock stack to protect RESTful API, ·Troubleshoot and support ForgeRock IAM stack. This is a great role to join a niche play as they look to kick of their European expansion