General Information Guide - Release 3.1
Management teamed with a Mitel Networks VAR to evaluate and implement an integrated communications solution that would meet their needs today and into the future. The foundation of the solution was the Mitel Networks 3300 Integrated Communications Platform (ICP). The 3300 ICP provides voice communications equal or superior to today’s best PBXs all based on leading edge Voice-over-IP (VoIP) technology. The 3300 ICP supports all the call features and reliability upon which Mitel Networks has built its reputation for almost 30 years and supports many new features and applications as well.
The Mitel Networks 6500 Speech-Enabled Unified Messaging solution was selected to allow the sales team to efficiently manage messages (voice, e-mail, and fax), ensuring customer satisfaction. With a single message store, the 6500 SE Unified Messaging uses natural speech navigation of the inbox for e-mail, voice mail, and fax. This provides the user with the flexibility to manage messages based on sender, date, or type. It further allows the user to forward or reply to the message with voice or to simply return the call without having to look up the number through tight integration with Microsoft Exchange. To further enhance productivity, users can check their calendar, make appointments and meeting requests and create tasks all through the voice user interface. Being able to manage messages like this while on the road allows sales people to keep in touch and close more business while on the road.
Next it was decided to provide in-building mobility to technicians responsible for troubleshooting assembly lines and desktops. The Mitel Networks 3300 ICP supports Symbol Spectrum24 and Netvision allowing users full mobility while keeping in touch. Being able to make and receive calls from anywhere in their facility allows technicians to consult with colleagues about a problem as they are working on resolving it. This ensures efficient problem resolution saving a technician hours per week. And because the system is IP based, technicians can easily check the trouble ticket database to ensure the next ticket they solve is a high priority so that their time is spent on problems with the highest business value.
The integrated ACD functionality of the 3300 ICP combined with the Mitel Networks 6100 Contact Center Solutions (CCS) applications provides management with the tools required to efficiently manage their contact center. The Mitel Networks 6110 Contact Center Management (CCM) application keeps managers abreast of issues affecting service in real time. In conjunction with the 6110 CCM, the Mitel Networks 6115 Interactive Contact Center application is the perfect solution to manage RGA’s multiple queues and erratic call volumes. Through their web browser, supervisors can remove ACD queues from service in times of low call volume, and return them to service when the inbound call traffic increases. Using the Mitel Networks 6120 Contact Center Scheduling solution, management can create customized schedules for agents ensuring the right amount of staff to maintain their required service levels.
Because of its modular design, the 3300 ICP can keep up with RGA as their business grows by clustering 3300 ICP controllers to support thousands of users
