Mitel Announces AnyWare Cloud Contact Center for SMBs

Mitel announces the release of its AnyWare Cloud Contact Center for use by small and medium-sized businesses (SMBs). The platform enables call center agents to work from home, the office, or a remote location, while providing them with both management and reporting tools.  

Based on Mitel’s Freedom architecture, AnyWare Cloud Contact Center integrates with a range of third-party applications, including Microsoft Dynamics CRM, Salesforce, SugarCRM, and other TAPI (Telephony Applications Programming Interface) applications. Mitel’s Freedom architecture allows unified communications applications to be delivered through a cloud-based stream of software.

Mitel’s AnyWare Cloud Contact Center is optimized for contact centers that have 50 agents or fewer. The new platform connects an automated call distribution (ACD) system (or a routing technology that directs an incoming call to the agent with the most availability at the time) with Mitel’s communications portfolio.

Mitel says that this latest addition to its cloud-based products is managed in the company’s data centers. This means that the IT departments of end users do not need to handle daily monitoring, deployment, and design considerations. Mitel claims that the use of its AnyWare Cloud Contact Center solution comes with “predictable operating costs” and eliminates capital expenditure, as well as the off-load contact center infrastructure maintenance.

“Companies today are under enormous pressure to be more competitive and to improve operating efficiencies and results, and a high performance responsive contact center has become a competitive differentiator,” said Jon Brinton, president of Mitel NetSolutions, in a prepared statement. “The rich feature set available with the Mitel AnyWare cloud solution can provide small and mid-sized businesses a streamlined process to manage their contact center cost effectively and with the superior performance and integration previously only available to large organizations with large budgets.”

Canada-based Mitel sells through its channel partners. Recently, Sprint expanded its wholesale cloud services and added Mitel’s hosted PBX, which enables resellers to add unified communications to their cloud packages for SMBs in the United States. (KOM) Link. Link. Link.