Improving Local Government Service Delivery Through ... · Routes around failed or inaccessible ......

Improving Local Government Service Delivery Through Communications

Mitel | Confidential 862009 slide 2

Flexibility Innovation Simplicity Commitment Culture

Mitel Local Government

Mitel has a strong history in providing telecommunications to Local Government

Mitel has 20 market share with its partners

2nd only to BT

As an established player in the public sector Mitel is increasingly becoming recognised as a leader in helping local councils migrate to the world of IP Telephony



Education

Strategic Planning

Transport Planning

Passenger Transport

Highways

Fire Social Services

Libraries

Waste Disposal

Revenue Collection

Housing

Planning Applications

Leisure and Recreation

Waste Collection

Environmental Health

County

District

Such a wide array of activities

dispersed over multiple sites and

multiple voice systems makes

communications complex

Seamless communications and

customer service is a difficult

achievement in this silo type of

environment

Council Responsibilities



Key Requirements

eGovernment Transformational Government

ndash Contact Centres

ndash Integrated CRM in the contact centre

ndash Improved communications for better customer service

Efficiency

ndash Increase efficiency to reduce costs

EU Framework Agreement for Homeworking

ndash Teleworking



Communications and Customer Service

Voice Systems

Council services often delivered out of multiple buildings operating on separate voice systems

Centralising voice communications will

Improve operational efficiency

Increase performance ofcustomer service delivery



Improving OperationsCentralising a Diverse Environment

The Problem

Multiple voice systems that donrsquot talk to one another

Calls canrsquot be transferred no connectivity between sites

The Answer

VoIP enables voice calls to be moved to the network

Calls can be centralised to allow all sites to be connected



Why IP Telephony

1 network to manage

IP phones can be physically re-located across a network

Flexibility of Deployment

Remote workers can access the same voice services as their colleagues

Connect geographically dispersed locations on a single seamless network

Applications

Internal calls can bypass the public telephone network to minimise communications costs



Mitel

Over 30 years in the business of voice communications

Mitel offers a single platform that buildsupon its rich heritage in the voice market

Mitel focuses on its core competency - voice

As Mitel progresses down the path of IPT innovations in applications and features occur organically

Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core

platform and minimising complexity

Core Focus and Pedigree in Telephony



Mitel The Platform

The Mitel 3300 IP Communications Platform is

a converged IP telephony system that delivers

the voice capabilities and features expected

from a traditional PBX communications system

The 3300 ICP acts as both a TDMIP PBX and

an applications gateway meaning it can be

used to host a call centre teleworking soft-

phones or other applications without ripping

out the existing telephony system

It can sit gracefully with the current telephony

system and can be used to migrate to IP when

it makes sense to do so



Mitel has one core IP platform and the product roadmap evolves based on that platform only

Organisations do not have to rip and replace if expansion is required

Applications added on as required

Scalability from very small to large from 10 to 60000 modular easy to implement

Ease of management an evolutionary direction headed up by Enterprise Manager

Mitel The Platform



Self-correction techniques take advantage of location

independence and network element distribution

Resources are spread across the network ensuring no single point of failure

Optimised hardware utilisation

Routes around failed or inaccessible portions of an IP network

A secondary controller is not limited to backup call-control but can

function as an application controller an IP network gateway a PSTN gateway or a voice mail server

bull No single point of

failure

bull No dependence

on a single site or

location

bull Lower hardware

costs

Mitel Resiliency of The Platform



Rather than a series of different gateways Mitel offers one core platform that can act as a gateway

Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications

Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX

The 3300 ICP provides control for the IP phones and applications

The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP

The Gateway to CommunicationsThe Platform



Key Deployment OptionsTopological Centralisation vs Distribution

Highly

CentralisedHighly

Distributed

Centralized Topology

Advantages

bull Feature transparency

bull Data management

simplicity (ESM)

Hybrid Topology

bullDistributed operationally

centralized on backup

bull Biased towards

distributed operation but

higher cost effectiveness

for resilient configurations

through centralized

backup

Distributed Topology

Advantages

bull More resilient - smaller

failure zones

bull More efficient on BW

usage for some apps

bull Location based features

easier to manage

timezones local PSTN

breakout)

bull Effectively unlimited

scaling

Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly

distributed manner depending on the priorities of the customer

Hybrid Topology

bull Centralized operationally

distributed on backup

bull Biased towards

centralized operation but

enhanced resiliency during

backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD

Dual Bus Architecture

PBX



PBX IntegrationMigration

PSTN

LAN

NortelMeridian

3300 ICPQSIGPRIDPNSS

Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx



Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council

London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council

Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council

Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office

Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing

Siemens ISDX

The Gateway Testimony to Migration



Management system provides web-

based system configuration and

maintenance and control of Mitel portfolio

Network managers can access the

system from anywhere on the WAN

A single system view of all users sites

equipment features and services

Acts as the central management

interface to the Mitel portfolio

Centralised Management with Enterprise Manager

Improving

Operations



Brings solution administration under a single umbrella

Protects you from exponential increases in administration costs

Allows access to multiple sites and systems from a single interface

Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes

Enterprise Manager Benefits



Enterprise Manager Features

Ops Manager embedded in Enterprise Manager

Voice Quality Health Monitoring IP Phone Analyser

System management of 3300 SX2000 Applications

Network inventory

Remote management for network health monitoring

Provisioning and administration

Diagnostics Voice Quality Manager

Integrated Management (Applications suite evolution)

Traffic Reporting Traffic Monitoring

Network Route Management Security Administration

Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms



Moves Adds and Changes

Public sector bodies employee a large number of staff and often have a high rotation of staff

As a result MACs constitute a major project management exercise in local government

IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs

Reducing the time and effort to conduct MACs produces significant cost savings to the public sector



IP Telephony produces a saving of over 17 in annual

operating costs

In organisations of over 500 employees savings of

32 have been achieved

IP MACs cost 13

pound2736 per year

Mid-size Organisation

MAC rate = 12 pa Avg

cost = pound95 puser

Ex

800 employees = 96 MACs

pound9120 per year


Annual Operating Cost-Savings



Why Voice

The telephone is the main method for contacting local councils regardless of age sex region or social status

A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful

Contact centres are the natural choice for local and central governments



Improving Phone Service

The public thinks the things most likely to create an impression of efficient phone service are

ndashBeing transferred to the right place right away (50)

ndashPolite knowledgeable and helpful person answering call (47)

ndashCall answered within three rings (43)



Why Call Centres

Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers

82 of the population feel they would be more inclined to

trust government if they communicated better

Establishing a call centre does not require large groups of

people to work in a fixed facility Call centres can be

established with small groups with as few as 5 people

working together or remotely to handle customer inquiries



Customer Service Getting it Right

To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required

Contact Centre Management is the art of

having the right number of skilled people

and supporting resources in place at the

right times to handle and accurately forecast

workload at service level with quality



UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff

Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls

12 of Call Centres do not have information to determine if they can offer better service

Contact Centre Tools are key to understand performance

The Need for Performance Analysis Tools

Contact Centres



Mitel Contact Centres

Outstanding Value

High functionality at an aggressive price = Low Total Cost of Ownership

Award Winning

Sales Success

1000 increase in units shipped from Oct 2000 to Jan 2003

Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel

Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)



Recognition from Call Centre industry trades amp Analysts

―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy

Frost amp Sullivan May 2003




An ACD is used to

validate callers

provide basic call routing

provide skills based routing

gather usage statistics

balance the use of phone lines

Automated Call Distribution

Mitel has an onboard

ACD with a

complementary suite of

applications for contact

centre management

making this a very cost-

effective solution

Automated Call Distribution (ACD) is a function of a

telephone system that manages incoming calls and

handles them based on the number called and provides

associated handling instructions



Create a good abandoned call by providing information to a caller without the need for the caller

to speak with an agent

Uses a Static Recorded Announcement Device

Provide callers waiting on hold with pre-recorded announcements

Provides greater availability and accessibility to general info than provided with a call centre agent

Recorded Announcements

Improving Service



The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding

Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents

It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP

Call Centre ManagementKey Features for Government Flexibility of Set Up



Enhancing The Call Centre

Staff can be located anywhere not just in a fixed location

May help to retain staff

IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic

Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit

IP Means Flexibility



Testimonials IP Telephony Contact Centres

Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre

Are benefiting from IP Telephony by connecting the walk in centre and the call centre

When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre

Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic



Contact Centre Management Tools

Web Call Back

Voice Call Back

Interaction with Automated Banking Service

SMS Intelligent Routing

Contact Centre Agent Scheduling

Agent Adherence

Dynamic Management of Queues

Remote Agent Support

On the fly Reporting Tools

Email Queueing



Contact Centre Highlights Call Centre Reporting

Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation

For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format

Those days are over

Software tools are available today to automate this function

Tools are available to

report on call centre performance

arm councils with the tools to justify staffing levels

identify when more staff are required



Easily automate and generate reports on the fly

View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon

Capture detailed information on performance levels and readily share this information with others

Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council

Contact Centre Management



Interactive Contact Center



Computer Telephony Integration

Different options for CRM

Simple Screen popping

6140 Agent Portal

Embedded call control in the CRM application

Oracle

Lagan

DTMF for account number entry and querying database based on digits entered

Benefit Not only personalises the experience but saves

time reducing the time spent on each call allowing

agents to be more efficient



Call Centre EnhancementsUse Agent Portal Personalise Response to Callers

Have caller information displayed on the agentlsquos screen before answering the call

The 6140 Agent Portal provides the means to integrate telephony and data easily

By capturing the call line ID information about the customer can be displayed on the agentlsquos screen

Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient

Ashford are using 6140 to screen pop from Aspire CRM



Cost Savings through Integration

Contact Centre with Mitel Agent Portal Integration to CRM

A Local Government Authority is achieving

savings of pound6000 per year through the time

saved screen popping caller details from the

CRM package to the Agentlsquos desktop



Call Centre EnhancementsResponding to eMail

As Councils seek to offer access

to services via the web and email

these channels need to be

integrated into the contact centre

Poor e-mail customer service

drives up costs and alienates

citizens

With dedicated resources and

appropriate technology

organisations can improve

response effectiveness and

efficiency and lower the cost per

contact of e-mail by 40 to 50



Call Centre Enhancements Intelligent Queue

Inform callers of the expected wait time

Number of callers in queue

Provide time of day day of week day of year and queue conditional messaging

Provides intelligent call processing with interactive voice trees and enhanced routing options



Call Centre EnhancementsSmart Choice Options from Intelligent Queue

Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills

Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be

This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council



Smart Choice

Auto Attendant

Guide the caller to the information extension or ACD queue that would best suite their needs

Automates basic call routing function easing process compared to manual transfers)

Call Centre Enhancements



Voice Call Back

Voice mail queued call back

Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent

Web Call Back

Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre




Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night

It is costly to maintain the building after hours

Health and safety issues for staff

Quality of life issues for the staff

Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre

Key Features for Government

Remote Working for Call Centre Agents



Call Centre EnhancementsSMS Integration in the Call Centre

Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre

Councils can receive text messages from callers and prioritise the message like a phone call

Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting

It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for



SMS Uses for Councils

SMS can be used to enable citizens to send text messages to report

street lighting faults

report abandoned vehicles

book council facilities and courses

request details on Council services

report on graffiti

Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments



Testimonials SMS Text Messaging

Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings

For choice based lettings

Using SMS text messaging customers can send text bids for advertised properties

SMS treated the same way as voice and email

Using 6150 and an SMS server

People can text choice after hours to ensure choices are registered



Social InclusionNotification Systems

A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders

USES

1 Disseminate critical information to large numbers or targeted groups of people

2 Receive critical information and disseminate it quickly to key individuals

3 Provide information that recipients must act upon

Phone

Letter

Text

eMail Browser based

Management

Management

Information

System



Applications for Government

Emergency situations

Roadworks

Notification of overdue council tax

Connection to the Automated Banking Service

Notification of Rental Arrears


Rubbish pick-up days and alterations to schedules for holidays

Council Meetings Surgeries



Notification System Features

Integration with Contact Management Information System

Multi-Channel Delivery voice recording email SMS letter and fax

Ability to break out from the voice recording and speak to an administrator

Detailed Reporting and recording of calls made

Intelligent Message Delivery

Multi-Language Delivery

Call Back - establish number of times to try the number

Web based management

Managed Service



Notification System Benefits

Replacing paper communications with electronic notifications reduces costs

Reduces impact on the environment by reducing paper waste

Voice recording provides a voice trail of communication

Reduces the impact on the call centre as people can be automatically directed from

the voice recording to the Automated Banking System

Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice



Improving Communications

Staff often need to access numbers but donlsquot know the extension

This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues

Deploying a speech recognition system to manage internal calls can save time and money

Savings translate into thousands of pounds yearly

Speech Recognition



Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources

Speech recognition enables staff to ask for people by name without having to remember extension numbers

People simply dial one number and repeat the name of the person they want to speak to

The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials

Improving Communications Speech Recognition



Speech Recognition Real Savings

One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone

book

Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator

Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of

handling internal calls to taking calls from the public

By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds

that over 40 of calls into the call centre are handled automatically



Achieving Cost EfficiencyRationalisation of Property

Hot-desking and teleworking are key features for Councils seeking to rationalise space

After staff property is an authoritys most costly resource

Managing it effectively and efficiently means we can keep

Council Tax down and plough more money into our services

and capital programmes



Teleworking Local Government

Key Priority Outcome for eGovernment

Must have an ICT policy in place for homeworkingremote working

Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email

Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003



Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem

Provide remote workers with 4 digit access to the office voice system

Access the same features as on the office phone (voice mail and conferencing

Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location

Easy to implement and maintain meaning minimal management overhead for IT staff

Extending the Council

Teleworking

―So easy to

implement my 9 year

old son installed ours

Lisa Dolphin I Mitel



4 digit extension and dialling

Access the same features as on the office phone (voice mail and conferencing )

Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)

Encryption provides a secure voice path between phone and system across the Internet

In its first 6 months over 1 million calls were made by Mitel

Teleworkers around the world

Teleworking Features



Access to the PSTN in Case of Network Failure

To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes

Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key

Fail-over Mode users can use the analogue line when the IP connection has failed

Users can place emergency calls to a local emergency number using analogue in either mode

Teleworking Reliability



Teleworking

The UN gave Teleworker phones to representatives from each country to take back to

their local government offices These phones are used to call the UN offices in NY in

order to reduce long distance costs that were being billed back to the UN

The United Nations Testimonial



Teleworking Cost Savings

Replace leased lines with DSL at micro sites amp save pound8000 pa per line

Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises

ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time

Home based workers can save an organisation gtpound13000 pa

ndash Home based workers cost pound2000 pa

ndash Office based worker cost pound15500 pa

ndash Home-based workers 30 more productive

ndash Reduced absenteeism

ndash Reduced incidence of stress related leave



No need to invest in VPN technology

It is highly secure and fully encrypted with minimal complexity

It is a plug and play solution for the home workerremote worker

Mitel Teleworking



Reduction in office space on means staff starting to share the same office desk space

Staff can share the same officedesk space and have their preferences associated with the phone when they log in

Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call

forwarding profiles speed-dial numbers and personal extension number while using

the phone


Hot Desking



Phones can be restricted when no one is logged in

Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places

Allows users to have the same number at home or in the office ndash when used with the Teleworker system

Hotdesk profile includes

number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)

Hot Desking Features



Improving Communications Your Assistant

A desktop tool to manipulate the features of a telephone on the PC

Quickly make a call or set up a conference call using drag-amp-drop commands on the PC

Includes secure instant messaging presence and availability

Knowledge management and collaboration tools to extend the learning experience



Analysts Endorse Your Assistant

―Mitellsquos score for softphone hellip is by far the best score amongst competitors

―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding

Miercom Report Feb 6 04

Over 50000

clients

deployed to

date



Your Assistant Making Calls on the Desktop

Answering a call opens a

communications window This window

provides you with controls for

handling the call

When a call comes in a

pop-up window lets you

know who is calling



Your Assistant Softphone

Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school

Uses a simple USB headset



Your Assistant SoftphoneExtending Reach

Staff can have access to their calls on the PC without the need for a desktop phone or a mobile

Logs incoming calls while the desktop software is not running

When Your Assistant is started

the server updates the desktop

with all the stored call information

since the last session

This information is then

displayed in both the Call History

and the Call Log window



Your Assistant Secure Instant Messaging

Your Assistant provides convenient chat communication with other Your Assistant users



Your Assistant Knowledge Management

Immediately bring up files associated with the incoming Call Line ID

Never have to hunt for files associated with a previous call

Staff can respond quickly to a call



Your Assistant Enhanced Collaboration Experience

Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges



Your Assistant Collaboration Features

PowerPoint presentation sharing

Document and application sharing

Desktop region sharing and entire desktop sharing

Annotation capability

White boarding

Video Conferencing (up to 20 parties viewable at a time) using USB cameras

Chat capability between participants

Ability for non-Your Assistant users to be participants of a web conference using a web browser

Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)

Pre-schedule a collaboration session within Your Assistant



The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office

This has key advantages for call centre staff focused on resolving issues at the first point of contact

Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre



Savings Through Better Interaction

Greater efficiency in handling customer queries which can translate into real savings

If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9

In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees



Teleworking

Key issue for Councils is remote supervision of staff working from home

Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities

Supervisors can know when staff are logged on

Secure instant messaging and presence overcomes issues around IM security

Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home

Remote Supervision through YA

Supervision of Home-working Staff



Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources

While trying to provide better service they need to reduce time travelling to and from sites by staff

Managing Communications Citizen Consultation

Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link

Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling



Video Conferencing

Informal conferencing on the desktop means more personal contact to improve issue resolution

Moving away from formal boardroom type contact to provide more immediate and personalised response

Increasing number of home workers need flexible alternatives to communicate to minimise isolation

Informal Conferencing



Voice First Video

Conferencing

Allows a user to simply place a voice call to enable a video conferencing session

If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC

With the touch-of-a-button they can switch into a video session

Ease of Use

Ashford Borough Council

In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues

Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent



Offers video audio and web-conferencing

Seamless integration to voice system

Completely IP-based leveraging existing broadband IP data networks

Ease of Use No training required

Simply add service to call

Less cost - you no longer need ISDN lines

Features and Benefits

Voice First

Video

Conferencing



Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)

To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers

Improving OperationsCommunications and Staff Safety



Communications and Staff SafetyLone Worker Alert System

A personnel tracking and safety system designed to monitor security of lone workers

Users access system via a mobile or landline

Time place and expected departure time are entered to monitor the safety of a lone worker

System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue

Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed



Inbound Application

Logging onoff jobs

Extending job durations

Connecting to operator

Outbound Application

Log status of jobs logged

Generate reminder calls

Generate escalation calls

Generate alarms as required

Completely mobile agnostic

Uses voice to interact

Lone Worker Alert System Features



Staff Safety and Security in the Front-line

IP Duress Application

The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote

Deployment of a front line link to first responder

Not an all or nothing can be deployed to selected phones

IP solution

Eliminating the need for structural wiring to deliver panic buttons



Improving OperationsPervasive Communications

Wireless Handsets

IP DECT

Utilises Wireless Access Points as extensions for the 3300 IP DECT

Provides same functionality as Mitel IP phone

SpectraLink

Provides voice and data functionality

Provides same functionality as Mitel IP Phone



Pervasive Communications

IP to the base station and DECT to the handset

up to 256 base stations

up to 8 simultaneous calls perbase station

512 handsets maximum

Long battery life (up to 20 hours talk time and 200 hours stand-by)

Indoor and outdoor Base Stations

Voicemail access with message waiting display

IP DECT



I640 Wireless Telephone

Durable 6 ounce handset

e340 Wireless Telephone

Lightweight 4 ounce handset

SpectraLink Handsets



Messaging

Send text messages to NetLink Wireless Telephone

Use NetLink Wireless Telephones as a ―remote control device

Priority text message interrupt ring

Email alerts

Software Development

Open to any application developer ndashInventory heating fire alarms lighting

OAI Developerlsquos Kit available

SpectraLink Open Application Interface



0 20 40 60 80 100

Retail amp Dist

Technology

FIRE amp Pro Services

250+ Employees

1-9

Germany

UK

At Home At Work In the Car TrainBus Other

Mobile Phones

64 of mobile calls made at home or at work

No access to corporate resources (transfer etc) just dial tone

In BuildingOn Premises On the Go

Source

Strategy Analytics



Improving Operations Mobile Extension

Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink

One number rings all devices simultaneously

Can be configured to share one voice mail box among all devices

Eliminates the need for call forwarding or ―find me follow me

IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs



One Number Means Mobility

The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office

Switch back to a mobile if attendance is required at a meeting across the building

Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions

HotDesking also allows users to take a call at their desk and transfer the call to their mobile device



Messaging Voice Mail

While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable

Voice mail is simply licensed based on users

Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time



Voice Mail Only

Pick up messages on the go allow callers to leave a message

Integrated Voice Mail

Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important

Unified Messaging

Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar

Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council

100 different sites which vary in

size and a combination of different

phone systems making it very difficult

to manage

Originally implemented SX2000lsquos in

1997 now moving to IPT

Now 700 users on the SX-2000 and

400 using IP with a steady stream of new installations

being added to the IP system on a regular basis

The Mitel 3300 ICP and has proven to be very successful in

simplifying administration

Deploying teleworking to enable people to work at home and have

the same access to the Councillsquos voice system as they do in the

office



Greater London Authority

A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall

Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person

Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication

10-agent call centre

We wanted a telephone system that would have 100

reliability and availability and would give us access

into our future developments maximising technological

advances

Executive Director of Corporate Services

Manny Lewis



City of York Council

Migrate to a converged voice and

data network

Provide corporate telephony

services for home-workers

Install a voice and data

communications network

that will assist and support the merger of 37 different council sites

and applications to be added on when required

ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco

data network and voice calls no longer require a separate network to

travel on This has enabled us to centralise communications across the

council This has meant we have been able to improve communications

both internally and with the public thereby improving public servicesrdquo

Roy Grant Head of IT Operational Services




London Borough of Enfield

London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection

Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with

Solution

Seamless integration with their existing Siemens network

A Contact Centre that would function as both an operator switchboard and a contact centre

To be able to ring one number and get the help they need

Seamless integration with existing Siemens network



Cardiff Council

Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre

Identified projected savings of pound18 million for streamlining processes and services

Through efficiency savings it is now able to collect more bulky items

The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach

Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005




Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition

Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector

SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils

IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration



Thank YOUKelly MacMillan

Public Sector Specialist

kelly_macmillanmitelcom



Mitel Local Government

Mitel has a strong history in providing telecommunications to Local Government

Mitel has 20 market share with its partners

2nd only to BT

As an established player in the public sector Mitel is increasingly becoming recognised as a leader in helping local councils migrate to the world of IP Telephony



Education

Strategic Planning

Transport Planning

Passenger Transport

Highways


Libraries

Waste Disposal

Revenue Collection

Housing



Waste Collection


County

District








environment




Key Requirements





Efficiency



ndash Teleworking




Voice Systems








The Problem



The Answer





Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Education

Strategic Planning

Transport Planning

Passenger Transport

Highways


Libraries

Waste Disposal

Revenue Collection

Housing



Waste Collection


County

District








environment




Key Requirements





Efficiency



ndash Teleworking




Voice Systems








The Problem



The Answer





Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Key Requirements





Efficiency



ndash Teleworking




Voice Systems








The Problem



The Answer





Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





















Voice Systems








The Problem



The Answer





Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





















The Problem



The Answer





Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Why IP Telephony

1 network to manage





Applications




Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Mitel










Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Mitel The Platform




















Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

























Mitel The Platform











failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




























failure

bull No dependence

on a single site or

location

bull Lower hardware

costs













Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





























Highly

CentralisedHighly

Distributed


Advantages



simplicity (ESM)

Hybrid Topology



bull Biased towards




through centralized

backup


Advantages


failure zones


usage for some apps


easier to manage


breakout)


scaling



Hybrid Topology



bull Biased towards



backup



IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















IP

WAN

LAN

Applications

Web Server

PSTNAnalog

Enterprise Call

Agent

TDM Bus

Switched IP Core

Resources

Tone Conf

EchoCancel

Gateway

Gatekeeper

Call Control amp

Connection

Mgmt

Embedded Apps

VM ACD


PBX




PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





















PSTN

LAN

NortelMeridian


Siemens

Realitis

Ericsson

MD110

Philips

IS3000

WAN

Avaya

Index

Matra

65xx








Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

























Siemens ISDX














Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council






























Improving

Operations














Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council































Network inventory







Adopts

approach of

do once write

many so

administrators

can manage

user

privileges

from one

point rather

than having to

change

privileges on

multiple

platforms











operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




























operating costs



IP MACs cost 13

pound2736 per year




Ex


pound9120 per year





Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Why Voice













Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council



























Why Call Centres
























Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council


































Contact Centres




Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





















Outstanding Value


Award Winning

Sales Success












An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council


























An ACD is used to

validate callers







ACD with a



centre management


effective solution













Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council


























Improving Service

























Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council










































Web Call Back

Voice Call Back




Agent Adherence




Email Queueing






Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council























Those days are over











Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council























Mitel ―We were

especially taken

with the Mitel

6100 Contact

Center Solutions

because of the

ease of

management and

reporting it

provides

Rob Neil

Head of ICT

Services

Ashford Borough

Council










6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council


























6140 Agent Portal


Oracle

Lagan






























citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council











































citizens






















Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

































Smart Choice

Auto Attendant






Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Voice Call Back



Web Call Back



























report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council










































report on graffiti















USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council































USES




Phone

Letter

Text

eMail Browser based

Management

Management

Information

System





Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council






















Roadworks


















Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





























Managed Service

















Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council


































Speech Recognition












book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





























book





























Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council









































Teleworking

―So easy to

implement my 9 year






















Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





































Teleworking






















Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council



































Mitel Teleworking







the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council
























the phone


Hot Desking






















Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council







































Over 50000

clients

deployed to

date







handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council
























handling the call



know who is calling































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council
















































Voice video and

data conferencing

Point and Click

Management

USB Web cam

Softphone

Office home or

remote mobile

location

No by-the-minute

charges








White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

























White boarding



















Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council































Teleworking

















Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council



























Video Conferencing







Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Voice First Video

Conferencing




Ease of Use













Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council



























Voice First

Video

Conferencing
















Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

































Inbound Application

Logging onoff jobs


















IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council

























IP solution





Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council





















Wireless Handsets

IP DECT



SpectraLink













IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




























IP DECT










Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council



























Messaging




Email alerts







0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















0 20 40 60 80 100

Retail amp Dist

Technology


250+ Employees

1-9

Germany

UK


Mobile Phones




Source

Strategy Analytics
























Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council









































Voice Mail Only




Unified Messaging


Messaging Options

Options

available for

a mixed

deployment

to scale and

suit the

needs of

unique

customer

requirements



Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Case Studies



Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




















Midloathian Council




to manage










office











advances


Manny Lewis





data network



















Solution







Cardiff Council




























advances


Manny Lewis





data network



















Solution







Cardiff Council






















data network



















Solution







Cardiff Council























Solution







Cardiff Council




















Cardiff Council


















Improving Local Government Service Delivery Through ... · Routes around failed or inaccessible ......

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Transcript of Improving Local Government Service Delivery Through ... · Routes around failed or inaccessible ......