4. The CIO Squeeze
CIO SQUEEZE
IT Waterfront
continues to
expand
Investment as
a proportion
of revenue is
falling
Significant
communities
underserved
by IT
Inversion of IT
(Tech Savvy
employees better
served at
home)
Bring
(or chose)
Your Own
Device
Traditional IT
model is not
sustainable
7. MiVoice
Mobile Working
“Any location, Any device”
Innovative desktop devices
Reliable
easily managed
voice platform
500+ voice features
Industry leading call control software
Feature phones
Wireless phones
Consoles
Audio Units
Video Units
Specialist devices
Resiliency and redundancy options
Web based administration
Active directory integration
Role based templates
Network tolerant / managed QoS
iOS
Android
BlackBerry
Windows
Hunt groups / Pick up groups
Manager / Secretary working
Single Number Identity
Recorded Announcements
Voice Mail
Music on Hold
Route selection
Hospitality
ACD
8. MiCollab
Video Conferencing
Voice
Application & Desktop Sharing
Instant messaging
For desktops …. tablets…. smartphones ….
Audio, Video &
Web Conferencing
Corporate Directory
with Presence
Location
Connectivity
Calendar
Unified Messaging
Speech Enabled Attendant
9. MiContact Center
Communicate with
customers in a
media of their choice
Voice
Email
Web chat
Fax
Social Media
In the office …. at home …. or mobile
Productivity
management
Real time reporting
Historical reporting
Interactive Queue
Scheduling
Structured call
handling
Business Process
Integration
Compliance
Mass Outbound
Notification
10. Single cloud ready
software stream
Traditional
Public Cloud
Industry Standard Server
Turnkey VMware
Private Cloud
DEPLOYMENT FREEDOM
Single Cloud Ready Software Stream
No Change in end user behavior
12. MiVoice – What’s New?
MiVoice Business (MCD Rel 6.0) Jan 2013
• Customer design change requests
• Management improvements to improve TCO
• Simple twinning with mid call features
• Location based services
• Improvements to centralized voicemail
MiVoice Conference Unit / Video Unit June 2013
• Web browser with multimedia support
• Bandwidth management improvements
• Collaboration + video filmstrip
MiVoice Business (MCD Rel 7.0) Target = Spring 2014
• Installation & support improvements
• SDS enhancements
• Contact Center feature enhancements
• Meet-me conferencing
13. MiCollab – What’s New?
MiCollab Client for Android Jan 2013
• Softphone Client
• Instant Messaging
• Dynamic Presence
MiCollab Client for iOS Jan 2013
• Softphone Client
• Instant Messaging
• Dynamic Presence
MiCollab Client for windows desktop Jan 2013
• SIP for video interworking
• Teamwork mode
• Hotdesk login
MiCollab Client June 2013
• Contact Management & Click to Call
• Visual Voicemail
• RSS feeds
• Available FoC with option to upgrade to Instant Messaging & Presence
14. MiCollab Cloud Services Integration
• Google integration June 2013
• Office 365 integration September 2013
• SFDC Target = Q4 2013
MiCollab Web Portal Client Enhancements June 2013
• Supported on any browser / desktop and mobile device
• Corporate Directory / Click to Call
• Dynamic Status / Advisory Messages
• In-call features – transfer / hold / end-call
• Instant Messaging
• Visual Voicemail
MiCollab – What’s New?
MiCollab Audio, Video & Web Conferencing June 2013
• Bi-directional audio via windows client
• Listen only via web browser for webcasts
• SIP video support for interworking
• Identify audio only participants using PIN
• Conference lock with announcement
15. Vidyo Target = Q3 2013
• Scalable HD Software based video solution
• Large meeting rooms, desktop & mobile devices
• Works with MiCollab Client
• MiCollab Video Unit (UC360) interworking
MiCollab – What’s New?
MiVoice for Lync June 2013
• Mitel client plug in for Microsoft Lync users
• Reliable, feature rich telephony
• Desktop integration with Microsoft Lync
MiCollab Client for Android / iOS Target = Q4 2013
• SIP Video Client
16. MiContact Center – What’s New?
MiContact Center - Visual Workflow Enhancements
• IVR: Outbound call flows (call number, play message, respond)
MiContact Center Desktop Virtualisation (View 5.x)
• Virtual agent desktop includes softphone
• Supervisor client can run on „any‟ device
MiVoice Business – Force Transfer on hang up
• Post call surveying in conjunction with Virtual Workflow Manager
MiContact Center – Social Media Integration CC SP2.0
• Capture information from social media sites about your business
• Analyse and prioritize responses
• Monitor social media trends
17. MiContact Center – What’s Coming?
MiContact Center – Unified Multichannel Queue Sept 2013
• View all interactions in a single unified visual interface
• Support pull & push interactions based on business rules
• Reporting & monitoring by media
• Client history repository search
MiContact Center –Web Enhancements Sept 2013
• New “contact Us” tab,
• Secure chat support hosted on mitel server.
• Wait times deliver an improved customer experience
MiContact Center – Integration with MiCollab Client Sept 2013
• Agent action client to deliver a multimedia agent desktop experience
• Handle multiple interactions simultaneously
• Agent presence control to join / leave groups
• Phone control (answer, hold, hang up etc)
MiContact Center – Email independence Sept 2013
• Microsoft Exchange 2007/2010/2013
• Office 365 via exchange online
• Gmail via Google apps
18. SUMMARY
Flexible Deployment Choices
with a Single Software Stream
Simply Communicating
Anywhere, any device, leverage existing skillsets
Recognized as a Technology Leader
By Frost & Sullivan, Forrester and other leading analyts
19. THANK YOU
Ian Bevington
Propositions Marketing
Ian_bevington@mitel.com
www.twitter.com/bevingtoni
www.mitel.tv
The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and
members of Mitel‟s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the
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Editor's Notes
Deliver message in few words / simple language so it lands with the audienceMitel is a supplier of industry leading business communication solutions (We don’t have an agenda to sell you more tin, use more bandwidth or upgrade your business applications)ClickThat fit with your IT frameworks in a way that demonstrates clear added valueClickWe offer freedom of deployment (On premise, cloud or hybrid)ClickAnd enable your end users to work from ‘any’ location using ‘any’ deviceThis graphic used again later so save the detail for later
CIO’s are under pressure. More and more applications required to run a business (many of our enterprise customers are supporting between 500 and 1200 applications!)Most companies have invested less in IT as a proportion of revenue over the past 5 yearsAs a result, in many organizations, the IT team is unable to many departmental and individual demandsThis is further frustrated by …Tech savvy employees are use cloud based solutions in their personal livesIndividuals have an opinion on devices and want to choose or bring their own devicesIn short, traditional IT systems can no longer meet todays dynamic business requirements
Increasingly, IT directors are categorizing their applications in order to simplify decision makingClickUtility ApplicationsNecessary to support day to day businessDoes the service meet our business requirements (may not be looking for best in class capability)Priority is service level and predictable costMore likely to be entrusted to a cloud service providerClickSpecialist or Mission Critical ApplicationsMay be specific to your industry … or even your businessOutright capability will be more importantApplication bay be responsible for your differentiation Control may be more importantTherefore more likely to remain ‘in house’, perhaps in a private cloudClickOrganizations are also choosing IT frameworks to simplify IT decision makingHow does this application fit and add value to my chosen framework?Its also worth remembering that best in class applications like Mitel continue to be relevant if you choose to change IT frameworkFor example, Microsoft > Google)ClickAnd that is the reason why we need to offer freedom of deployment model ….. and freedom from a device perspectiveWhen individuals use their own devices for work, you risk of losing supplier and customer relationshipsPersonal mobile and voicemail as a primary contact pointPersonal MSN accounts for instant messagingAnd if individual leave the business ………… your customer may follow them!!!So its really important that everyone has and uses their enterprise identityClickAnd finally we need to consider deployment models …….. Click
Mitel announce a new naming architecture on June 11thThere are 3 elements to the Mitel portfolioMiVoice includes call control, desktop devices and the boarder gatewayMCD > MiVoice Business5000 > MiVoice Small BusinessUC360 > MiVoice Conference Unit / MiVoice Video Unit2. MiContact Center CSM > MiContact Center Small BusinessCC Business Edition > MiContact Center Business EditionCC Enterprise Edition > MiContact Center Business Edition3. MiCollab replaces Mitel Applications Suite and the associated applications becomes features of MiCollabUCA > MiCollab ClientMCA > Audio, Video, and Web ConferencingNupoint Unified Messaging > Unified MessagingNupoint Speech Enabled Auto Attendant > Speech Enabled Auto AttendantAnd a few elements that retain their names32503300 ICPOpen Integration GatewayLets take a look in a little more detail …..
Some suppliers will lead you to believe that you must chose between on premise and cloudMitel have a “single cloud ready software stream” that allows you to move between deployments models withoutHaving to make huge reinvestments in software, licences or devicesWithout having to change desktop behaviour or retrain staff1. You can deploy on Mitel propriety hardwareThis is a still a great choice where you have a mixed IP and TDM environment2. On an industry Standard ServerThis is a great choice if you have standardized on a particular ISS vendor3. You can build multiple applications alongside your voice solution on a VMware serverRetail sore in a boxHotel in a box4. Or you can treat voice just like any other business application in a private cloud solutionAllows you to leverage your investment in Vmware, Security and IT skills5. Or by your unified communications from a service provider at a price, per moth, per deckPotential cost savings through shared servicesAccess to specialist support skillsAbility to flex up and down – Can be very useful, especially in the contact centre arenaVery easy to build hybrid solutions – Ideal if you have systems that are not yet ready for replacementIf you are not ready to move to the cloud, you can retain the option
