Mitel Powerpoint Template · MiVoice For Skype For Business MiVoice for Skype for Business is...

© 2018 Mitel. Proprietary and Confidential.

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Roadmapsessie Mitel

Jeroen Borsboom

©2018 Mitel. Proprietary and Confidential.

MiCollab R8.1 (&SP1)


MiCollab

3

Video-conferentie

Mis nooit belangrijke telefoontjes

Vind snel

de juiste

persoon voor hulp

Deeldocumenten en

werk sneller

Kies uw device

CloudOn-premise


Mobility Use Cases

• FMC Static roaming

• Call through

MiCollab 8.1 – High level themes

Skype for Business

• New refreshed SfB

plugin

• Hidden approach

• SfB User

Experience

• Next Gen Client

technology

Usability &

Simplifications

• VIP, Contact Group

handling & right click

• Call & Chat

simplification

• Improved presence

presentation

• Ad-hoc improvements

• AWV Web

improvements, Roll call

• Media Device selection

Admin & Security

• Presence Privacy

• GDPR

• AWV Security

• General Security

updates

• MiShare Auto update


Mobile Experience

MiCollab FMC functionality

Call through

• Initiate calls from my mobile phone via the MiCollab App

and have them routed through the call manager so that the

B-Party sees my office number.

• User will have access to call control features of the PBX


User Experience and Simplification - Collaboration

• Improved Sharing and Ad-hoc Conference

• User join notification (in addition to email)

• Seamless escalation from in-call

• Sharing

• Conferencing


PC Client ACD Support for MiVB & MiCC-B

• MiCC-B 9.1 and ACD alignment

• MiCollab 8.1 will be ”ACD ready for MiCC-B 9.1”

• Allows control of MiCollab SIP softphone mid-call

features from MiCC Ignite client

• MiCollab runs in “headless” mode, Phone

functions controlled by MiCC-B

• Single Agent screen


Mitel + Microsoft: A winning combination

8

Customer Contact & Telephony Tools

CCTR & PBX Features

PSTN Access

Collaboration & Contact Tools

Video

Meetings

Team Collaboration

Personal Productivity ToolsDocument Tools

Personal Process

Microsoft

Mitel

Information

creation

Robust

communication

and mobility

Collaborate,

everywhere

with anyone


MiVoice For Skype For Business

MiVoice for Skype for Business is designed to support customers

that have decided to deploy Lync or Skype for Business

- as a general contact management and IM product

• Provides businesses with a cost effective

enterprise voice solution

• Supports Lync 2013 or Skype for Business

MiVoice for Skype for Business provides the ability to control their Mitel

desk phones & mobile devices

Users can move calls between devices and

view voice presence within the SfB client

• Supports voice integration with Microsoft

Office applications, such as Outlook


SfB Presence

(Voice / IM)Dial out using MiVoice or SfB

Inbound callsFrom MiVoice

or SfB

Hot key dialing

Clickto Call with

MiVoice

SfB ChatIntegration

Provides MiVoice functionality in companion with SfB

MiVoice for Skype for Business


Admin and Security

• Presence Privacy

• Admin will be able to block presence for all users

• Individual users can block/enable presence

• User will be able to request to be added to another user’s white list

• Virtual Desktop support

• Citrix XenDesktop & XenApp

• Windows Terminal Services

• General Security updates

• GDPR adaptions


MiContact Center


Mitel’s MiContact Center Portfolio

Customer Journey

Workforce Management

Digital Media

Customer Self-Service

Interaction Recording

Outbound Dialing

Call Routing

and Reporting

Managed Services

Maintenance Services

Consult and Integrate

Management BestPractices Training

Design & Deploy

User Training

S/W Assurance

The flexibility:What, When

& Howyou Need it!

S M A L L • M E D I U M • L A R G E

Soph

istication V

alu

e D

eliv

ery


Agenda

14

1. Market Trends & Business Drivers

2. What’s New in Release 9.0?

i. Omnichannel

ii. Web Ignite Enhancements

iii. Open Media

iv. High Availability

3. What’s New in Release 9.1?

4. Demo


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Market Trends

&

Business Drivers

15


Typical customer journey is not linear

16

Research Shop Purchase Pick up Use Support

Web

Contact

Center

Store

Catalog

Mobile

Email

Social

VISIT RETAIL

STORE

KIOSK

PRODUCT

INFO

SELECT

PRODUCT

READ REVIEWS

ASK FACEBOOK FRIENDSTWEET ABOUT

PURCHASE

EXPERIENCE

VIEW VIDEO

TUTORIALS

TWEET ABOUT

SUPPORT

EXPERIENCE

ORDER ONLINE

CHAT

CHANGE ORDER

PICK UP

LOCAL

STORE

CALL FOR SUPPORT

COMPARISON SITE

WEB

SEARCHEMAIL ORDER

CONFIRMATION

BROWSE

CATALOG


The Next Gen CX is Omnichannel

17

Traditional Next Gen


MiContact Center Business 9.0

18

Powering excellent customer engagement

1) Omnichannel contact management for seamless cross-media experiences

and holistic understanding of the customer journey

2) Web Ignite enhancements

3) Open Media and REST API toolkit for infinite extensibility

4) High Availability, Disaster Recovery, Business Continuity


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Omnichannel

and

Web Ignite Enhancements

19


Contact History

20

View Contact History and Link Conversations to Cases


Case Follow Up Reminders

Case Follow Up Reminders


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Open Media

&

REST API Toolkit

23


REST API Use Cases

24

Sample REST API use case scenarios:

1) Embedding real-time communications in proprietary mobile apps

2) Embedding healthcare record screen pop in the Web Ignite interface

3) Build Web Ignite agent controls into third-party applications

4) Build custom real-time displays into third-party applications

5) Publish queue statistics to a corporate Website without using Mitel’s default

Contact Us page


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High Availability

Disaster Recovery

Business Continuity

25


High Availability Overview

26

Active / Passive high availability solution that leverages Neverfail technology

• Reduce environmental and technical complexity

• Provide 4x9’s of uptime for MiContact Center Business to compliment MiVoice Business’s

5x9s uptime for voice

• 99.99% uptime translates to only 53 minutes of downtime per year

• Maintain a consistent and dependable level of customer engagement and communication

• HA solution that’s simple to implement and support


Continuity Engine

27

High Availability

✓ Application Aware

✓ Hardware & Storage Agnostic

✓ Failover & Back in Minutes

✓ Keep Users Connected

Production Site

Local Area Network

Production Site

LAN LAN

DR Site

WANSmart™

Production Site

LAN

DR Site

LAN

WANSmart™

Disaster Recovery

✓ Zero Geographical Limitations

✓ No Impact to Failover Time

✓ No Impact to User Experience

✓ Up to 30x Less Bandwidth

Required

Business Continuity

✓ Local HA AND Offsite DR

✓ Physical, Virtual, or Both

✓ Flexible Maintenance

Enablement

✓ Easy Stair Step to Cloud


Product Roadmap

Release 9.1

(MiVoice Business, MiVoice Office 400, MiVoice

5000)

GDPR

• Best Practices for GDPR White Paper

• Delete contact/transcripts

• Delete/anonymize customer information

Teleopti WFM multimedia support

MiCollab SIP softphone support

• Delivered in conjunction with MiCollab 8.1

support

MiVoice Call Recording enhancements

• Audit trails

• MiVoice Bus SIP Device w-SRC

• 68xx Terminal Key Start/Stop


Bedankt

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