The document summarizes Mitel's MiContact Center Workgroup, Business and Enterprise Edition contact center solutions. It highlights that the solutions are enterprise-grade, multi-channel solutions that help businesses of all sizes improve agent productivity, customer satisfaction, and control costs while simplifying IT management. It also provides an overview of the portfolio and editions, key applications and features, and how the solutions can be deployed across small to large contact centers to meet varying needs.

1. MiContact Center Workgroup,
Business and Enterprise Edition
Customer Presentation

2. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Key Messaging
MiContact Center Enterprise and Business Edition are enterprise-grade,
multi-channel, and cloud-ready solutions that work with MiVoice Business
to help businesses of all sizes serve their customers while improving
agent productivity and customer satisfaction, increasing revenues and
controlling operating costs, and simplifying IT management.
Whether you are a small and medium sized business or a large multi-site
contact center, MiContact Center Business and Enterprise Edition have
the tools you need to improve customer experience!
Whether you are a small and medium sized business or a large multi-site
contact center, MiContact Center Business and Enterprise Edition have
the tools you need to improve customer experience!

3. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.3
Mitel Customers
MOTOROLA
Installed base of >8000 Mitel®
Contact Center systems in over 40 countriesInstalled base of >8000 Mitel®
Contact Center systems in over 40 countries
Key Vertical Markets
•Healthcare
•Retail
•Education
•Finance
•Hospitality
•Government

4. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.4
Mitel Recognition
“Mitel has proven to the
editors of Customer
Interaction Solutions
magazine that its
solution has been
designed with the needs
of the contact center
market in mind.”
– Nadji Tehrani,
Customer Interaction
Solutions magazine

5. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.5
Portfolio Overview

6. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.6
Editions Compared
Three packages to meet the scale and feature requirements of all contact centersThree packages to meet the scale and feature requirements of all contact centers
Workgroup Edition
For informal entry-level Contact
Centers
• 200 agents or less
Includes
• Coaching, forecasting and agent
hotdesking
Multi-site contact centers
Seamless migration to Business &
Enterprise Edition
Workgroup Edition
For informal entry-level Contact
Centers
• 200 agents or less
Includes
• Coaching, forecasting and agent
hotdesking
Multi-site contact centers
Seamless migration to Business &
Enterprise Edition
BUSINESS EDITION
Value-packed, out-of-box solution
– Core reporting and agent and
supervisor functions
Includes most frequently used
Contact Center applications
– Including multi-media and IVR
capabilities
Single site contact centers
Fewer than 50 agents
Seamless migration to Enterprise
Edition
BUSINESS EDITION
Value-packed, out-of-box solution
– Core reporting and agent and
supervisor functions
Includes most frequently used
Contact Center applications
– Including multi-media and IVR
capabilities
Single site contact centers
Fewer than 50 agents
Seamless migration to Enterprise
Edition

7. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.7
…Editions Compared
ENTERPRISE EDITION
For advanced contact centers of all sizes
• Advanced, small, single site contact centers
• Large, distributed, multi-site, virtual contact
centers
• Four levels of licensing for varying business
needs
350 active agents with a single agent
controller or 1000s with Network ACD
Advanced applications
• Customizable reporting
• Advanced queue management
• Integrated agent scheduling
• Advanced, self-service IVR capabilities
ENTERPRISE EDITION
For advanced contact centers of all sizes
• Advanced, small, single site contact centers
• Large, distributed, multi-site, virtual contact
centers
• Four levels of licensing for varying business
needs
350 active agents with a single agent
controller or 1000s with Network ACD
Advanced applications
• Customizable reporting
• Advanced queue management
• Integrated agent scheduling
• Advanced, self-service IVR capabilities
Three packages to meet the scale and feature requirements of all contact centersThree packages to meet the scale and feature requirements of all contact centers

8. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Measure and Manage
The core MiContact Center Workgroup, Enterprise
and Business Edition features enable you to:
• Respond to changing contact center
volume levels as they occur
• Understand contact center performance
levels and share this information with
others
• Forecast and plan resource utilization for
future contact center volumes
• Coach and motivate agents to ensure
effective service and
develop skills
• Easily manage and configure databases
Ensure strong service levels and control costs

9. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Historical Reporting & Real-time Monitoring
Contact Center Management
• Core Business/Enterprise
Edition feature set
• Intuitive agent and supervisor
interface
• Comprehensive reporting
(450+ integrated reports)
• Real-time monitoring
• Agent forecasting
Flexible Reporting
• Create custom reports
• Wizard-based report designer
• Edit and configure 290 existing
voice reports
• Create new reports combining
agent, queue, DNIS, and trunk
data in a single report

10. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Supervisor Control of Queues and Agents
Interactive Contact Center
• Dynamic control of agents
and queues
• Queue control using
schedules and plans
(based on queue conditions)
Interactive Visual Queue
• Contact recognition
• Contact prioritization

11. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
IVR Routing
IVR Routing
• Visual call flow editing
• Collected Digits
• Queue conditions
• Visual menu designer
• Integrated prompt editor
• Voice and Web callbacks
• Two real-time monitors for port
and Web callback status
• Simple outbound power dialing
and messaging
• Resilient, fault tolerant, and
highly available
• ANI/DNIS/Redirect branching
for scalability
Visual Diagramming of Call Flows

12. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Agent Productivity Tools
Integrated Phone Control
and Screen Pop
•Designed for the agent –
feature set, desktop real-estate
•Integrates seamlessly with
Contact Center Client
•Manage the desk phone and /
or provide soft phone solution
Contact Center PhoneSet Manager
•Automates desk phone actions from
agent client desktop
•Supports both Mitel digital
and IP phones
Quickly view agent
options during call
handling
Quickly view availability
of other agents before
you transfer calls

13. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Agent Productivity Tools
•Contact Center Softphone
•Provides phone set functionality from
the agent desktop
•Unified address book
•multi-media computer and USB
headset deliver voice media
•Recorded pre-announce –
“Hello, my name is John,
how can I help you?”
Quickly view agent
options during call
handling
Quickly view availability
of other agents before
you transfer calls

14. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Agent Productivity Tools
•Customer profiling with
integrated screen pop
•Enhanced pop up on incoming
calls
• Additional IVR Routing
and Intelligent Queue
collected information
•Off-the-shelf third party CRM
screen pop connectors
• MS Dynamics and
Salesforce.com
Enhanced Toast Pop with corresponding
CRM Screen Pop

15. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Agent Productivity
Enterprise Presence and Chat
Integration
•Instant real-time presence of
knowledge workers
•Access subject matter experts
outside the contact center
•Eliminate communication delays
with co-workers and partners
•Use the collective knowledge of
the company to increase first call
resolution
Customer
Service
General Business
Employees XYZ Product
Expert
Marketing
Managers
Technical
Staff
IT
Managers
XYZ Company Federated
ACME Company
Federated
Public IM
Connected
Product
Managers
ACME Product
Expert
AOL Yahoo Messenger
Windows Live Messenger
ACME Product
Expert
OPTIONALLY LEVERAGE INTEGRATION WITH
MICROSOFT LYNC SERVER 2010/2013

16. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Extend Your Contact Center with
Remote Agents
•Extend full voice and data capabilities to remote agents with Mitel Border
Gateway (MBG)
• No VPN required
• Supports desk phones, soft phones, and all MiContact Center
Enterprise/Business and MiVoice Call Accounting applications
Work @ Home
Contact Center
Agent
Internet
Mitel Border Gateway
Corporate
Firewall
Home Router /
NAT / Firewall
Contact Center
Enterprise Server
MiVoice Business
(MCD) – Voice ACD
Corporate Office

17. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Extend Your Contact Center with
Remote Agents
•With MiVoice Business MCD 5.0+, extend contact center capabilities
to External Hot Desking Agents (EHDA) at any external phone
number on any endpoint
• Grow your contact center without increasing overhead
• Increase employee satisfaction and retention by offering
agents the option to work at home
• Recruit new agents from outside your geographic area
Work @ Home
Contact Center
Agent
Internet
Mitel Border Gateway
Corporate
Firewall
Home Router /
NAT / Firewall
Contact Center
Enterprise Server
MiVoice Business
(MCD) – Voice ACD
Corporate Office

18. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
•Workforce Scheduling
•Manage agent work force and
optimize schedules for up to 1500
employees
•Schedule forecasting
•Skills-based, cost-based
•Employee portal for shift swapping
Agent Workforce Management
and Adherence

19. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Agent Workforce Management
and Adherence
•Schedule Adherence
•Compare set schedules to
real-time information
•Alarm supervisors of agents’
adherence to schedules
•Industry Workforce
Management (WFM) Integrations
•Integrations for Verint / Impact 360
and Nice / IEX TotalView
Adherence Timebars Monitor

20. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Integrated Media Distribution And
Blending
Multi-media Contact Center
•Media blending – routing of email, chat, fax and social
media based on a variety of customizable routing
options
•Skills-based multi-media routing and configurable
concurrent multi-media workload
•Visual multi-media workflow diagramming (similar to
IVR Routing)
•Support for Microsoft Exchange 2007/2010/2013,
Exchange Online, and Gmail (IMAP-based email
servers)
•Acknowledgement / response templates / auto-
response for email and chat
•Web chat with customizable Contact Us tab and ability
to broadcast wait times to a customer’s website
•Enables multi-media historical reporting, real-time

21. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Quality Monitoring Integration
•Record calls for quality monitoring,
agent development, and customer
relations
•Unified desktop experience
for managing call recording
•Start and stop call recording
from within Contact Center Client
•Pause call recordings to exclude
confidential information, for example,
credit card numbers
•Access relevant call recordings from call
specific Lifecycle Reports
•Support for OAISYS Tracer and Red
Box Quantify recording solutions

22. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Call Recording Report
LIFECYCLE REPORTS CONTAIN HYPERLINKS TO SPECIFIC CALL
RECORDINGS

23. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Route Customers to The Right Expert, Anywhere
The Virtual Contact Center
•Effectively utilize resources anywhere
•Gain geographic independence
•Optimize expenses by consolidating
•Stay secure with business continuity
WAN /
Internet
PSTN
Toronto
Remote
Office
New York
Branch Office
Los Angeles
Work-at-Home
Customers

24. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Virtual and Resilient Business Deployment
Homing into Primary Agent Controller
Homing into Secondary Agent Controller
Call queuing onto Queuing GW
Call queuing onto Primary Agent Controller
Legend
New York Agents
LA Agents
Dallas Agents
Secondary Agent
Controller and Queuing
GatewayEnterprise Server
Dallas
LAN
NY LAN
LA LAN
Secondary Agent
Controller and
Queuing Gateway
Secondary Agent
Controller and
Queuing Gateway
ACD Supervisor
MiVoice Business
Primary
Agent Controller
PSTN
PSTN
Network or
System Outage
PSTN
Highlights
• Virtual call center distributed across Dallas, NY, LA
• Primary agent controller in Dallas
• Queuing GWs in all three locations also act as
secondary agent controllers

25. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Homing into Primary Agent Controller
Homing into Secondary Agent Controller
Call queuing onto Queuing GW
Call queuing onto Primary Agent Controller
Legend
Highlights
• Virtual call center distributed across Dallas, NY, LA
• Primary agent controller in Dallas
• Queuing GWs in all three locations also act as
secondary agent controllers
New York Agents
LA Agents
Dallas Agents
Secondary Agent
Controller and Queuing
GatewayEnterprise Server
Dallas
LAN
NY LAN
LA LAN
Secondary Agent
Controller and
Queuing Gateway
Secondary Agent
Controller and
Queuing Gateway
ACD Supervisor
MiVoice Business
Primary
Agent Controller
PSTN
Network or
System Outage
PSTN
PSTN
Virtual and Resilient Business Deployment

26. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
Complementary Applications
• MiContact Center Workgroup, Business & Enterprise
Edition integrate with market-leading third-party solutions
• Customer relationship management
• Quality monitoring and call recording
• Workforce management, e-learning, and coaching
• Outbound dialing and campaign management
• Speech-enabled, self service IVR
• Data and speech analytics
• Presence and chat engines
Leverage your existing infrastructure for a best in class solution

27. | ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.
SUMMARY
•MiContact Center Workgroup Business & Enterprise Edition are industry proven
and deployed across multiple verticals
•With MiContact Center Workgroup Business & Enterprise, you can serve your
customers while
• Improving agent productivity and customer satisfaction
• Increasing revenues and controlling operating costs
• Simplifying IT management
•Modular suite of applications
• Solutions to meet your specific needs—whether small, informal contact
centers, small and sophisticated contact centers, or large, geo-dispersed
contact centers
• Scale from Business Edition to Enterprise Edition at any time
• Fits with your existing infrastructure and third party complementary solutions

28. THANK YOU
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