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.
- Outside IR 35 contract- Threat & vulnerability analyst - SC CLEARED UK REMOTE
6 month rolling contract Outside IR35- immediate start. Threat and Vulnerability Analyst. Tenable.sc experience needed. The ability to deploy agent, configure environments, run active and passive scans, produce reports and prioritise remediation activities based on output Current and ACTIVE clearance is required
- Chief Information Security Officer- CISO. London
Chief Information Security Officer (CISO) is needed to join a senior leadership team that is driving change across a London based FTSE business. You will have responsibility and accountability to define and execute an information & Cyber Security strategy. To be successful you should have the following experience; Experience defining, presenting and executing against your information AND cyber security strategy. Experience delivering / managing functions across information security GRC / Audit and technical Cyber Security capabilities. Senior stakeholder management to the executive committee. Embedding Info / cyber security within a Cloud focused environment. Further develop, expand and mature the information / cyber security function | team. Be able to regularly commute to London Financial services experience is desirable. If this sounds like an opportunity you are interested in then please use the below form to schedule a call. This is an exclusive project to DCL Search. All conversations are kept in confidence.
- IAM Business Analyst- ForgeRock
- European Union
- £500 per day
IAM Business Analyst with ForgeRock experience is need for a 12 months contract The client is in the middle of a large scale ForgeRock deployment and the BA will sit between the technical teams and the business helping to ensure the project is a success You will need to be a strong business communicator and have experience of mapping business needs against ForgeRock features This will be a remote project dealing with teams in different geographies, you must have strong English communications skills and be happy working remotely and able to be proactive to ensure your side of the project is a success
- Java Developer
- United Kingdom
- upto £55,000 plus good benefits
Home based opportunity for an experinced Java Developer to become involved in a number of large scale national IAM projects Duties include · Development and maintenance of source code for our customers IAM deployments · Have a good understanding of testing frameworks and methodologies and are able to test solutions within you own work and others · Ability to create clean code according to good coding standards · Create easy to follow documentation You don' need to have experience within the Identity Access Management space but it would be beneficial we are looking for people with · Java experienced ideally Java 11 · preferably experience in some of the following: Maven, Gradle, PHP, Lua scripting, C#, Spring Boot/Spring, OGNL, or Groovy · experience of working with one or more of: creating/consuming REST APIs LDAP SQL encryption Identity Protocols (SAML, OAuth, OIDC, SCIM etc) · good knowledge of development methodologies with regards to the end user experience For more details please send your CV and we will come back to you