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Mitel Adds Monitoring, Call Center Applications to Mitel Applications Suite

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Mitel Adds Monitoring, Call Center Applications to Mitel Applications Suite

December 23, 2009
By Sandra M. Gustavsen
Analyst, Business VoIP
Mitel (News - Alert) highlights the simplicity and flexibility of its Mitel Application Suite, which is recently enhanced with two productivity applications - the Business Dashboard general business reporting tool and Customer Service Manager, an informal call center solution - as well as additional deployment options.  MAS software can be pre-integrated on a new MAS Server Appliance.

The company reported a 37 percent growth in MAS shipments, citing cost savings as a main driver due to the consolidation of multiple applications onto a single server (less hardware and reduced operational costs). Additionally, Mitel is embedding VMware virtualization software into MAS to improve the application integration and complement data center virtualization implementations. In June, Mitel announced a new relationship with VMware to develop joint solutions using virtualization technology; several integrations are due out in early 2010.
Visit for more on Mitel IP PBX (News - Alert) solutions and other leading market offers.
Mitel has enhanced its Mitel Application Suite, a unified communications solution that combines several Mitel applications onto a single server. Mitel highlights the simplicity of MAS since multiple applications run on a single server and are easily accessed via the Mitel Unified Communicator Advanced client. The range of applications can be flexibly deployed based on user needs, with up to 1,000 users supported. There are also three deployment options:
* MAS software running on a Mitel 3300 ICP, SUN, HP or Dell (News - Alert) platform (or any Mitel certified industry standard PC server).
* MAS software running on an APC (News - Alert) card housed in the Mitel 3300 CX(i) II Controller (150 users).
* MAS software pre-integrated on a new MAS Server Appliance with up to 150 users.
With this announcement and update of MAS to Release 2.0, Mitel added support for two additional applications, the Mitel Business Dashboard 5.0 real-time monitoring tool and Customer Service Manager 5.0, an informal call center solution, formerly called the Inter-Tel (News - Alert) Contact Center Suite. Business Dashboard is a repackaging of the reporting tool from Customer Service Manager into a general business reporting solution for non-contact center environments. The additional MAS applications represent further integration of the Inter-Tel portfolio, following the merger of these two IP communications leaders in 2007.
The two new MAS 2.0 applications add to five applications already available with MAS, including Mitel NuPoint Messenger IP, Mitel Speech Auto Attendant, Mitel Teleworker, Mitel Unified Communicator Mobile, formerly Mitel Mobile Extension and Audio and Web Conferencing (AWC was the first Inter-Tel application integrated within MAS). All seven MAS applications are available for the enterprise-level Mitel Communications Director or MCD platform, formerly called the 3300 ICP, while five of the MAS applications are supported by the Mitel 5000 platform for SMBs and the legacy Axxess PBX (Teleworker and UC Mobile are not supported by Mitel 5000 or Axxess).
Specifically, the Mitel Business Dashboard is a new real-time monitoring tool that monitors call activity and collects trend data for general business reporting. The application provides real-time and historical reports on call costing, trunk usage, traffic patterns, extension-based workgroups, and traffic levels, peaks and frequencies for teams or departments. With these statistics, businesses can optimize system resources and determine the best use of employee time.
The second new MAS application, Customer Service Manager, formerly Inter-Tel Contact Center Suite, which has been positioned and sold separately as a workgroup or informal call center solution, will now be available only within MAS. Customer Service Manager includes optional software modules (activated by license keys) that provide Business Management Tools (real-time and historical reports), Agent and Team Tools (PC-based customer interaction) and Multi-Media Blending (agent/customer interaction via voice, e-mail, fax or text messaging).
Mitel is also embedding VMware virtualization software into MAS to improve the application integration and complement data center virtualization implementations. Mitel envisions making all business communications software available as a single virtualized appliance in accordance with the new relationship with VMware in which they will develop joint solutions that leverage virtualization technology. Mitel and VMware are working together on several integrations due out in early 2010, including the Mitel Communications Director software and voice applications running on the VMware vSphere 4 next-generation platform. 

Sandra M. Gustavsen, senior analyst for T3i Group, contributes her TelecomTactics column to TMCnet. To read more of Sandra’s articles, please visit her columnist page.

Edited by Amy Tierney
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