Another whitepaper from Mitel about moving to cloud communications and what benefits it brings. Contact Denwa in the UK for a Mitel Solutions demonstration

1. Mitel’s Many Paths to the Cloud
A Mitel Whitepaper
November 2014

2. Contents
Introduction........................................................................................3
Mitel Encompasses the Cloud........................................................ 4
Selecting the Right Path to the Cloud.......................................... 4
Sales and Marketing ....................................................................................... 4
Operations ....................................................................................................... 4
Billing ................................................................................................................ 5
MiCloud – Mitel Retail Offering......................................................5
MiCloud Authorized Agent Summary .........................................................6
UCaaS with Your Brand.....................................................................7
MiCloud Wholesale UCaaS .......................................................................... 7
The MiCloud Wholesale UCaaS Summary ................................................ 8
MiCloud Resale.................................................................................. 8
The MiCloud Resale Partnership Summary .............................................. 9
MiCloud Optimized Platforms........................................................9
The Mitel Platforms Summary ................................................................... 10
Expand and Differentiate............................................................... 10
Network and Carrier Services .................................................................... 10
Video Conferencing...................................................................................... 11
Advanced Applications.................................................................................. 11
MiCloud IaaS................................................................................................... 11
How to Choose................................................................................11

3. Introduction
Industry forecasts continue to predict ongoing cloud
growth. The question is how best to be a part of it. If
experience has taught us one thing, it is there is no single
approach to cloud success. Some have compared the
power of the cloud transition to the original gold rush,
but as with the California forty-niners in the last century,
fortunes were made not only by striking gold, but also by
providing multiple related services. Mitel®
has navigated
the transition from hardware to software and from product
to service. Many of our partners have made the journey
with us, and now we stand ready to assist others in the
transition. Whether you’re a reseller, service provider,
or systems integrator, Mitel has the tools to help you
strike gold in the cloud or to facilitate the journey. Our
expertise, brand, and global footprint provide four distinct
approaches that will enable partners to prosper in UCaaS.
Organizations around the world are choosing the
cloud, and cloud-based services are growing steadily–
more so than traditional premises-based alternatives
in just about every aspect of computing, including
unified communications. InfoTrack recently reported
U.S. Enterprise Hosted IPT Services grew 38 percent in
2013 and forecasts annual growth of 26 percent. Other
research confirms similar data, according to a research
by Markets and Markets, the global market for Unified
Communications as a Service (UCaaS) is expected to grow
to $7.62 billion by 2018, that’s an estimated compound
annual growth rate of 24.8 percent. Additionally, the
market for collaboration applications is expected to
grow 25.6 percent during that same period. Infonetics
Research recently concluded hosted PBX / UC services
have outgrown all other communications segments as
businesses continue to turn to cloud delivery.
Mitel has been developing traditional and now cloud-
based UC products and services for nearly 40 years
enabling it to offer comprehensive and robust cloud-
based solutions in the emerging sector. Mitel understands
the motivations driving cloud adoption are many and
varied. For one, premises-based solutions tend to deliver
a double-whammy of capital investment and recurring
software maintenance costs which the cloud replaces with
a simplified subscription model. These premises-based
solutions are versatile platforms capable of rich integration,
virtualization, and customization, but a growing number
of users are clamoring for simpler services and turning to
cloud providers to get them.
There is a tremendous amount of change occurring in both
technology and business models…yet the end-user features
of UC ­– such as softphones, mobile clients, and video –
are the same whether offered as a product or as a service.
Despite all this evolution, success still requires highly reliable
systems, extensive features, elegant endpoints and ongoing
innovation: Mitel was among the first of the PBX-era to
embrace UC, including early support of SIP (lines and
phones), wideband audio and mobile clients. Mitel was also
among the first to eliminate the requirement of a physical
desktop phone, yet offer one of the largest portfolios of
devices for those that want them. Today, Mitel Mobile clients
(available on Android, iOS, and Blackberry) can connect over
Wi-Fi, 3G / 4G, or cellular voice channels, and Mitel was the
first enterprise UC vendor to deliver location-aware routing
in the mobile client.
Mitel began packaging its core enterprise platform for
deployment in service provider environments in 2008.
Even then, our product development efforts prioritized
provider requirements such as self-service portals for
end-users, administrators, and provided tight integration
with virtualization for cloud-ready reliability and scalability.
In 2011, we launched Mitel Anyware (now known as
MiCloud Business). Again, Mitel was one of the first of the
major UC platform vendors to launch hosted services.
Mitel Anyware fit right into our networking practice, which
already provided managed services. Mitel’s offers include
our own platforms (for sale or as a service), utilize our
own endpoints, and connect over our own managed
networks (including cellular) to create a comprehensive
end-to-end service – available à la carte or as a single
bundled solution.
Mitel | 3
U.S. Enterprise Hosted IPT Services grew
38 percent in 2013 and forecasts annual
growth of 26 percent.

4. Unlike technology refreshes customers have experienced in
the past, the shift to cloud services is a fundamental business
model shift that requires careful evaluation and retooling. Yet
ultimately, the shift to cloud delivery is less about end-user
features than it is about the overall benefits of cloud delivery,
including financial and outsourcing benefits.
Mitel Encompasses the Cloud
Mitel has consistently been ahead of major industry
transitions, including analog to digital, digital to IP,
hardware to software, VoIP to UC, physical servers to
virtualization, and most recently product to service.
This multifaceted cloud transition involved product
enhancements, channel changes, and the build-out of Tier
4 data centers. Mitel offers a robust, partner-friendly model
to distribute our services, as well as the programs and
platforms for partners to create their own UCaaS offers.
Mitel’s architecture and approach also invite partners
to extend on-premises deployments into highly flexible
hybrid (cloud-premises) deployments.
Over 90 percent of our sales derive from partner channels
which is the result of our unwavering commitment to
partner success. We invest heavily in our partnerships and
partner programs. Our partners also have a strong voice
with Mitel’s marketing and development teams. Our overall
strategy for success is dependent upon the success of our
partners, and the cloud is no exception.
This guide introduces Mitel’s cloud portfolio for partners
and providers that seek a service-based future in UCaaS.
Mitel offers several models that enable partners to
maximize their strengths to realize their desired goals.
Mitel offers its partners four distinct approaches to cloud
services. Each model has a unique blend of variables
between investment, commitment, and control. Mitel’s
four paths to the cloud for partners are:
1. MiCloud Retail
2. MiCloud Wholesale UCaaS
3. MiCloud Resale
4. MiCloud Optimized Platforms
Additionally, each of these models can be strengthened with
complementary and optional Mitel services and solutions.
The remainder of this guide will discuss these approaches to
UCaaS as well as Mitel’s complementary services.
Selecting the Right Path to the Cloud
There are several variables to consider when determining
how best to benefit from the increased demand for cloud-
based UC services. Partners are advised to consider both
their starting point and their desired destination. To create
a reliable and competitive UCaaS offer requires mastery of
three core components: sales and marketing, operations, and
billing. Each area is critical, but some can be outsourced.
SALES AND MARKETING
All viable businesses require successful sales and
marketing, but scope matters. The primary sales and
marketing variables pertaining to UCaaS are brand and
channel development. Mitel offers partners the ability to
represent our MiCloud-branded UCaaS offer or create
their own branded offer. Partners that create their own
brand typically develop their own reseller or channel
network. Organizations not interested in developing
their own branded offering should evaluate the MiCloud
Authorized Agent Program.
OPERATIONS
End-user demand for simplicity is pushing the inherent UC
complexities to the service providers. Competitive UCaaS
offers must be highly reliable, scalable, and versatile.
Mitel platforms are adaptable and configurable to meet
a variety of requirements; thus, they are best configured
by staff with extensive knowledge in Mitel platforms,
Mitel | 4
In 2011, Mitel became one of the first
of the major UC vendors to launch
hosted services.
Mitel offers partners the ability to
represent our MiCloud-branded UCaaS
offer or create their own branded offer.

5. networking, and virtualization. Due to our advanced
tools and the centralized nature of our services, many
Mitel partners are surprised how efficient hosting can be.
Organizations seeking hands-on influence in the technical
configuration and operation of their UCaaS offer should
consider MiCloud Wholesale UCaaS or Mitel Platforms.
Organizations that prefer to outsource the operational
design and / or delivery of their UCaaS offer should
consider either the Mitel Resale model, or combining a
platform solution with professional services from Mitel.
BILLING
Billing of telecommunications services has always required
a specialized set of tools and skills. Due to the regulatory
nature of telecommunication services, billing services
must adhere to local, state, and national requirements.
While the option of billing is open to any organization,
the reality is few choose to do so. Organizations that have
already developed these tools and skills will likely want to
use them for their own UCaaS offer as well. Organizations
that have not developed them may align with becoming an
agent for one of Mitel’s retail services in which Mitel does
the billing directly to the end customer.
In addition to these major variables, there are many other
factors to consider. The breadth of options from Mitel
and others regarding UCaaS opportunities may seem
intimidating, but it is important to select the model that
best suits a given situation. If requirements change in
the future, the many commonalities among these Mitel
options make it possible for customers to migrate from
one deployment model to another.
MiCloud – Mitel Retail Offering
Initially launched in 2011, Mitel’s retail offering for cloud
services has evolved into a robust offer backed by over 40
years of enterprise communications expertise. Mitel offers
two versions of MiCloud: Business and Enterprise. MiCloud
Business is a hosted PBX service with extensive call
processing with lite UC features primarily aimed at smaller
businesses. MiCloud Enterprise adds full-featured UC and
collaboration features that include presence, mobility,
video calling and the service can be integrated with
popular cloud services such as Salesforce.com®
. MiCloud
Business has no minimum seat count. MiCloud Enterprise
is most economical at sites with more than 250 seats.
In addition to service commissions, agents can earn
additional revenue with deployment expertise, hardware
sales (phones, headsets, and networking gear), or other
complementary products and services. Many partner
agents find that MiCloud complements completely
unrelated services such as insurance or financial services.
Mitel offers a friendly and flexible Authorized Agent
program that pays agents a commission on received
revenues, while Mitel delivers and bills for services. High-
performing partners are further rewarded with promotional
incentives and accelerators. With no initial or long-term
commitment other than free sales training, the Authorized
Agent program offers the fastest path with the lowest risk
to success in UCaaS.
Mitel | 5
Customer Profile:
Cornerstone Home Lending
Cornerstone Home Lending is one of the top 10
privately owned mortgage banks in the U.S., funding
more than $5 billion in home loans annually. The
mortgage banker offers in-house processing,
underwriting and funding.
Cornerstone adopted the MiCloud Enterprise
service to migrate from its legacy on-premise
system to MiCloud Enterprise with 3,300 users
across 200 offices.
“MiCloud Enterprise has given us the flexibility
to scale our communications system to support
our growth and respond to the dynamic state of
the mortgage industry. It also takes us out of the
upgrade cycle and cuts down on maintenance,
freeing our staff to concentrate on more
strategic activities,” said Mark Willey, director of
IT and telecom infrastructure for Cornerstone
Home Lending.

6. MiCloud stands out in a crowded sea of generic hosted
services. In addition to providing a national brand and
extensive features, MiCloud also offers end-to-end
service and unique endpoints. Further consider these
competitive attributes:
• Comprehensive end-to-end service means no
finger pointing. In addition to the core MiCloud
offer, Mitel can deliver services over a branded and
managed network as well as provide the customer
with complementary carrier and network services
such as MPLS-VPN, Dedicated Internet, Cellular,
SIP Trunks, ISDN-PRIs and Long Distance at
competitive rates – under a single bill.
• Feature-rich Mitel phones for MiCloud have several
unique and integrated features as opposed to
generic dot com distribution. One of our most
popular endpoints has a built-in DECT headset,
eliminating the costs and cords of a separate
third-party accessory. MiCloud customers can, of
course, use any industry-standard SIP phone or any
industry-standard headset if seamless integration
is not a priority. However, the best experience
is delivered through Mitel endpoints distributed
through an authorized network of dealers.
• Compare the services we deliver with our
guarantee to deliver them. Both are industry
leading. Mitel service-level agreements (SLAs)
are among the most comprehensive because of
our end-to-end approach. Also, our SLAs assure
customers of high availability, in part due to our
strategic relationship with VMware (we’re not just
a customer). MiCloud data centers utilize the most
advanced tools and practices for virtualization,
assuring high availability and scalability.
• MiCloud’s E911 utilizes Customer Emergency
Services IDs to provide location information for
extensions within a customer’s private network.
• MiCloud solutions are pre-integrated with
customer-provided Microsoft Office®
solutions,
Office365™
, Google Apps™
, and Salesforce.
• The MiCollab UC client, available for desktop and
mobile devices, has industry-leading features
including location-aware routing.
• MiCloud offers both customers and agents a robust
portal to allow them to administer simple Moves,
Adds and Changes into the platform.
Agent commissions are not restricted to the core UCaaS
offers. MiCloud also offers commissions on a variety
of complementary products and services that increase
customer retention and ongoing commissions. Most of
these solutions can be combined into a single monthly bill.
• Several advanced and integrated applications are
available, such as Mitel contact center solutions
and call recording.
• A broad range of IP endpoints includes Android-
based conference phones, GB Ethernet IP phones,
wireless phones (Wi-Fi and DECT), and IP desk
sets with built-in wireless handsets and headsets.
Partners can choose to resell or rent Mitel
endpoints to their customers.
• Enhanced audio, web, and video conferencing
services scale to hundreds of participants.
• Multi-user video-enabled collaboration services
can integrate with existing video equipment
and services.
• Network services include Internet, MPLS, TDM,
and analog. The Mitel cellular service offers
integrated single-number reach with SMS
messaging and offers a selection of smartphones
for rental or purchase.
• Private hosting services allow customers to move
other applications into Mitel data centers.
MiCLOUD AUTHORIZED AGENT SUMMARY:
• Fast to implement
• Competitive features and pricing
• No upfront investment, commitment for higher
residual percentage payout
• Mitel responsible for technical delivery of the
service, end user support, and billing
• Agent partner responsible for properly aligning and
matching customer requirements with
service capabilities
• Additional revenue opportunities through optional
MiCloud services and applications, hardware sales,
and / or complementary products and services
• Gross MiCloud sales volumes are applied toward
broader Mitel dealer commitments
Mitel | 6

7. Mitel | 7
UCaaS with Your Brand
Many partners desire to add UCaaS to their portfolio under
their own brand. Mitel offers three ways to accomplish
this: Wholesale UCaaS, MiCloud Resale, and provider-
owned cloud optimized Mitel platforms. With each of these
models, Mitel partners can leverage their existing brand or
potentially establish a new one. Partners control pricing
and bundling. The key differences among the following
options are the configuration and operation of the system.
MiCLOUD WHOLESALE UCaaS
The Mitel MiCloud UCaaS service is available in the U.S.,
Canada, UK and Australia today, with additional markets
planned. This Wholesale UCaaS service is Mitel’s most
popular approach to a private-brand UCaaS offer. It is a
powerful combination of low startup costs with extensive
control over configuration. Mitel Wholesale UCaaS uses
several Mitel components including our software in our
data centers on dedicated virtualized instances. While Mitel
provides the hosting infrastructure, UC administration
is turned over to the partner, allowing the partner to
customize the deployment as desired. This approach is
most popular with existing Mitel partners that are already
certified and familiar with Mitel products, as it enables
them to extend their skills into the new business of UCaaS.
The Mitel Wholesale UCaaS offer is a mature offer built on
decades of innovation. It utilizes the same infrastructure
and core applications as the MiCloud Retail offering
described above. Partners have a high degree of control
and customization over the service. Wholesale UCaaS is
delivered as an OpEx service itself, providing the financial
and technical benefits of cloud-delivered services to our
partners, not just their customers.
Mitel uses Tier 4 data centers to assure that system
availability and data security are higher than industry
norms. The entire model is OpEx for the partner including
additional capacity as needed. The core UCaaS offer
can be enriched with a variety of Mitel services including
end-to-end private networking, SIP trunks, and advanced
applications such as MiCloud Contact Center.
With Mitel Wholesale UCaaS, the partner is responsible for
billing and invoicing their customers. Mitel provides on-
demand detailed activity reporting to the partner-provided
billing system. The partner controls the system, marketing,
pricing, and billing.
MiCLOUD BUSINESS / ENTERPRISE SERVICE
RESPONSIBILITY MATRIX
COMPONENTS MITEL PARTNER
Applications and Devices •
Infrastructure (data center,
virtualization, etc.)
•
Network (SIP Trunks) •
System Provisioning
and Management
•
Customer Billing •
First Line Support •
Branding •
Sales and Marketing •
Customer Profile:
Towner Communications Systems
Towner Communications Systems (TCS) provides
Business-to-Business telecommunications and
in-store-media industries, including technologies
such as VoIP, Hosted and Cloud Solutions, Data
Networking, Digital Signage, and In-store Media.
TCS adopted the MiCloud Enterprise UCaaS service
to be able to deploy and support their own cloud
service while creating recurring revenue streams
and providing their customers attractive services for
business communications in the cloud.
“MiCloud Enterprise UCaaS allows us to quickly
turn up new services for our customers, as well as
continuously upgrade services as updates and new
features are available. Customers love the boost
in productivity the service brings, while reducing
their overall maintenance costs,“ said Keith Towner,
Branch Manager at TCS.

8. The Mitel Wholesale UCaaS offer is based on Mitel
MiVoice UC, which is optimized for hosted and
virtualized implementations.
THE MiCLOUD WHOLESALE UCaaS SUMMARY:
• Solution can be implemented quickly
• Low initial costs, low capital spending
• Mitel responsible for highly reliable and
elastic infrastructure
• Mitel provides detailed call reporting for
partner-provided invoicing system
• High level of partner control through a
virtualized infrastructure
• Partner responsible for branding and marketing
• Partner responsible for billing, invoicing and
regulatory taxes
• Partner responsible for application configuration
and operations
• Partner responsible for pricing and bundling
• Partner responsible for customer installation
and support
• Partner avoids data center expansion costs
MiCloud Resale
The Resale model, sometimes known as a White Label offer,
is Mitel-owned and managed. With the MiCloud Resale
model, the service is very similar to the MiCloud Retail offer
but delivered as a partner-branded offering. In addition
to branding and marketing, the partner is responsible
for pricing, supplying optional customer hardware,
implementation, training, billing, and first-level support.
Mitel performs day-to-day operations and provisioning on
behalf of the service provider partner. The service provider
partner has total control over branding, rates, and bundles.
The service can be combined with Mitel or other
branded services.
Mitel | 8
*In the U.S. the MiCloud UCaaS offering includes SIP trunks. Outside of the U.S. partners bring
their own SIP trunking.
MiCLOUD UCaaS RESPONSIBILITY MATRIX
COMPONENTS MITEL PARTNER
Applications and Devices •
Infrastructure (data center,
virtualization, etc.)
•
Network (SIP Trunks) • •*
System Provisioning
and Management
•
Customer Billing •
First Line Support •
Branding •
Sales and Marketing •
Customer Profile:
Frontier Communications Corporation
Frontier Communications Corporation
(NASDAQ: FTR) offers broadband, voice, satellite
video, wireless Internet data access, data security
solutions, bundled offerings, specialized bundles for
residential customers, small businesses and home
offices and advanced business communications for
medium and large businesses in 28 states.
Frontier adopted the MiCloud Business Resale
service to power its Frontier Anyware service, a
nationwide service designed to give businesses a
feature-rich service while eliminating the need for
large upfront investments.
“Frontier AnyWare is a natural expansion of Frontier’s
portfolio of advanced networking solutions. It gives
customers the option of reducing the upfront costs
of buying phones and investing in on-premises PBX
systems. A low, monthly subscription-based price
gives customers access to a flexible and scalable
service that grows with their business,” said
Keith Blackmon, Vice President, CPE Sales
Support, Frontier Communications.

9. The program requires an annual financial commitment
which is the equivalence of approximately 5,000 seats.
Partners that select this approach tend to be carriers or
service providers intent on expanding into UCaaS. The Mitel
Resale program offers partners a robust and mature service
that can be turned up quickly.
THE MiCLOUD RESALE PARTNERSHIP SUMMARY:
• Fast to implement
• The initial investment positions this option for
implementations with more than 5,000 seats
• Partner should have strong brand and sales capability
• Partner responsible for end-user communications
and technical support
• Partner avoids data center commitment
• Mitel performs technical operations
• Mitel performs provisioning and order fulfillment
• Mitel responsible for system administration
MiCloud Optimized Platforms
Mitel offers platforms for partners that truly desire full
control over their UCaaS offer. Each of these platforms is
optimized for UCaaS, and all of them are sold as software.
Although Mitel can assist, the provider is ultimately
responsible for the installation and operations including
data center build-out, BSS / OSS, and invoicing.
Mitel offers platforms that accommodate providers and
end-user customer organizations of all sizes. We can
deliver multi-tenant or multi-instance architectures,
and our solutions include feature-rich mobile clients, a
broad portfolio of endpoints, and industry leading
virtualization capabilities.
Mitel | 9
MiCLOUD BUSINESS RESALE
RESPONSIBILITY MATRIX
COMPONENTS MITEL PARTNER
Applications and Devices •
Infrastructure (data center,
virtualization, etc.)
•
Network (SIP Trunks) •
System Provisioning
and Management
•
Customer Billing •
First Line Support •
Branding •
Sales and Marketing •
Customer Testimonial: Windstream
Windstream, a FORTUNE 500 and SP 500
company, is a leading provider of advanced network
communications, including cloud computing and
managed services, to businesses nationwide. The
company also offers broadband, phone and digital
TV services to consumers primarily in rural areas.
Windstream adopted the MiCloud Business for
Service Providers platform to power its own UCaaS
offering. Working closely with Mitel to turn up the
service, and already has a growing list of customers
for its Mitel-based UCaaS offering.
“Mitel’s mature cloud portfolio has helped us
quickly establish a flexible unified communications
as a service solution to our customers. We are
already seeing high interest in the service due to
the extensive UC capabilities delivered in a simple
per seat subscription model,” said Peter Tonti,
VP – Enterprise Product Marketing,
Windstream Communications.

10. The underlying technology is only a component of any
UCaaS offer. Mitel also offers assistance to get up and
running with Mitel professional services. Mitel has extensive
experience with UCaaS, and we’re happy to share our
experience. Mitel knows both how to launch a new
branded service and the most common pitfalls to avoid.
Our experience, combined with our in-depth industry and
product knowledge, will streamline the launch of a new
UCaaS offer. This program can assist with the initial launch
only, or provide comprehensive lifecycle services to ensure
that providers realize the most from their Mitel investment.
THE MITEL PLATFORMS SUMMARY:
• Partner provides the brand and marketing
• Partner provides their own data center
• Partner has total control over the offering
• Partner is responsible for administration and billing
• Mitel provides core software, optimized for a
UCaaS offering
• All Mitel platforms can be acquired under OpEx or
CapEx models
• Mitel offers a menu of integrated,
complementary services
Expand and Differentiate
Mitel offers several building blocks that allow partners
to expand and differentiate their UCaaS offers. These
services can be combined to create compelling benefits
to customers, resulting in improved differentiation and
customer retention.
NETWORK AND CARRIER SERVICES
Mitel provides and manages carrier and network services
including MPLS, Internet, digital / TDM, analog, and cellular
wireless services. All of these services can be bundled into
a single and monthly service. Customers can connect over
their own network, over our network, or over end-to-end
managed services. Offering broader solutions based on
our highly competitive network services means decreased
competition, increased value delivered, and extended
customer relationships.
Network and carrier services are available to complement
all of the above UCaaS options, or they can be used
for separate purposes. Mitel’s highly customizable
network services accommodate all kinds of networking
requirements, such as point-to-point data connections
and SIP trunks to non-Mitel systems. This flexibility allows
our partners to be more comprehensive and defensive of
their accounts.
Mitel Mobile and Cellular services offer compelling
benefits. A key UC feature is single-number service which
allows a customer to hide the telephone numbers of
their various devices – such as home phones and cell
phones– and instead use their public-facing work number
for all calls. Single-number is a fairly common UC feature;
however, most enterprise UC solutions do not address
SMS with a single number. Generally, as soon a customer
sends an SMS / text message, they reveal their cell phone
number. When callers direct-dial the cell number, it
circumvents the benefits of fixed-mobile convergence.
With Mitel cellular services, it is possible to substitute
the direct cell number with the public-facing number at
the network level instead of the device level. This means
the single-number concept is fully controllable – even
without a UC client on the mobile device. If the user takes
a vacation, they can remove their cell phone from the
ring group and be sure incoming mobile calls are unrelated
to work.
Mitel | 10
MiCLOUD FOR SP RESPONSIBILITY MATRIX
COMPONENTS MITEL PARTNER
Applications and Devices •
Infrastructure (data center,
virtualization, etc.)
•
Network (SIP Trunks) •
System Provisioning
and Management
•
Customer Billing •
First Line Support •
Branding •
Sales and Marketing •

11. VIDEO CONFERENCING
Mitel has a strategic relationship with Vidyo, one of
the fastest-growing developers of video conferencing
technology. Vidyo and Mitel are natural partners, as
both companies were early to recognize the powers of
virtualization and software-based solutions. Mitel UC
solutions include native support for point-to-point video
and limited conferencing, but more robust requirements
are best met with Vidyo.
Mitel’s hosted implementation of Video as a Service (VaaS)
can extend a Mitel UCaaS offer or provide stand-alone
services. Mitel hosted Vidyo solution is a global service and
has physical presence in MiCloud data centers in the US,
Canada, and UK, and will be available in other regions by
the end of 2014. The Mitel VaaS offer includes a gateway
service to traditional room-based systems and a gateway
to Google Hangouts and Microsoft Lync®
.
Video conferencing is a natural complement to UCaaS.
Although Mitel UC clients can work with most standards-
based video systems, the integration is tighter with Vidyo.
Because Vidyo is a leader in Scalable Video Coding (SVC),
higher-quality video can be delivered with less bandwidth.
Additionally, the quality is a function of each user’s
bandwidth – so a single remote user won’t drag down the
quality for everyone.
ADVANCED APPLICATIONS
Mitel offers several integrated applications such as call
recording, call accounting, and various solutions optimized
for specific verticals. Mitel has the partnerships, experience,
and APIs that enable rich integrations. Our own data centers
can provide many of these services, or integrate with external
cloud services such as Salesforce.com and Google Apps.
The most popular advanced applications are multi-media
contact centers, of which Mitel offers two: MiCloud Contact
Center and MiContact Center Live. Contact centers are
moving to the cloud faster than UC in general because most
contact centers are small, yet require highly sophisticated
and specialized applications. MiCloud Contact Center
delivers popular agent and supervisor functions, historical
reporting, workforce scheduling, IVR, and multi-channel
applications. MiCloud Contact Center agents can use the
integrated UC suite to assess presence and availability of
experts across the enterprise. MiContact Center Live offers
even more advanced functionality for larger enterprises.
MiCLOUD IaaS
MiCloud Enterprise is an example of Software as a Service
(SaaS). Mitel also offers Infrastructure as a Service (IaaS)
for organizations that already have their desired software,
but need a cloud to host it. Mitel’s IaaS offer is a
VMware-based service within our data centers. Mitel
and VMware are strategic partners; together we jointly
launched several industry firsts including real-time call
processing on virtualized servers. MiCloud IAAS allows
partners and customers to run their applications on our
managed VMware infrastructure. MiCloud IAAS is a
software-defined data center that lets partners and
end-user organizations build and run vSphere-based
applications in the Mitel software-defined data center.
The result is high availability, low costs with fast and
automated provisioning and management.
Partners can offer end-to-end solutions that include
software and infrastructure as a service, SIP trunks, and
private networking. Mitel applications can be monitored
using the MiCloud CloudNOC 24 / 7 network and
application monitoring tool. Customer data centers can be
extended directly into our data centers via our advanced
IP networking services. Now any organization can benefit
from the skills, tools, and resources to competitively and
reliably run a virtualized infrastructure.
How to Choose
Mitel is your best partner for UCaaS because of the
multiple paths we offer. We allow partners to select the
model that best fits their objectives and commitment.
The best part is all of these solutions share components
which creates flexibility. For example, licenses, databases,
and user experiences can adapt and evolve with changes
in user requirements. Technology and requirements are
changing quickly, so the best strategy is flexibility – as a
defense against stranded, dead-end investments.
To select the right model, partners should assess their
current skills, portfolio, and appetite for investment. The
fastest and simplest path to UCaaS is the Mitel Authorized
Agent program for MiCloud. The service stands out for
its features, endpoints, and bundles. MiCloud Retail has
the lowest startup cost among the Mitel-powered UCaaS
offers. That, combined with Mitel’s ongoing feature
improvements and commitment to channel, makes
MiCloud Retail a compelling opportunity.
Mitel | 11

12. Mitel has three offers to consider for organizations wishing
to create their own branded service. MiCloud Resale is
best suited for large providers. It outsources operations
and optionally billing to Mitel, but keeps the provider in
charge of brand. The MiCloud Wholesale UCaaS offer uses
Mitel infrastructure to create a partner-controlled, branded
offering. For organizations that want to build their own
solution from the ground up, Mitel has both single-instance
and multi-tenanted platforms – all with expected ongoing
growth as UCaaS becomes even more popular.
Prospective partners are encouraged to sample MiCloud
to get a feel for our offering’s capabilities and experience.
A Mitel sales professional can present these UCaaS offers
in further detail to assist in your selection process. After
the partnership arrangement is determined, Mitel has an
enhanced onboarding process to facilitate the rollout.
Back in the Gold Rush of 1849, the flood of entrepreneurs
moving from east to west heralded major opportunities,
from the Pony Express to the transcontinental railroad.
On a more specific scale today, the rush to the cloud is
introducing major opportunities in a variety of models, As
the product-oriented business model shrinks, there is a way
for channel partners to ride the cloud into a sustainable
business. Rather than selling products that depreciate and
become obsolete, cloud providers deliver services that
improve over time – and Mitel can help you harness this
trend and customize it to your customers’ needs.
Consider the possibilities of partnering with Mitel for
UCaaS – under our brand or yours. Mitel offers several
paths to the cloud, and they all include highly reliable,
scalable, and differentiated solutions. Mitel is committed to
partner success – are you ready?
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Contact your Mitel Account Representative today to see how Mitel can help you
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