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.

Mitel’s Mike Conlon

“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.”

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.

“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.”

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.