MiContact Center Workgroup, Business and Enterprise Edition

Customer Presentation

| ©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!

| ©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

| ©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

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

Portfolio Overview

| ©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

| ©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

| ©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

| ©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

| ©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

| ©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

| ©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

| ©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

| ©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

| ©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 BusinessEmployees XYZ Product

Expert

Marketing Managers

TechnicalStaff

ITManagers

XYZ Company Federated

ACME CompanyFederated

Public IMConnected

ProductManagers

ACME Product Expert

AOL Yahoo Messenger

Windows Live Messenger

ACME Product Expert

OPTIONALLY LEVERAGE INTEGRATION WITH MICROSOFT LYNC SERVER 2010/2013

| ©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 @ HomeContact Center

Agent

Internet

Mitel Border Gateway

CorporateFirewall

Home Router / NAT / Firewall

Contact Center Enterprise Server

MiVoice Business (MCD) – Voice ACD

Corporate Office

| ©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 @ HomeContact Center

Agent

Internet

Mitel Border Gateway

CorporateFirewall

Home Router / NAT / Firewall

Contact Center Enterprise Server

MiVoice Business (MCD) – Voice ACD

Corporate Office

| ©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

| ©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 WorkforceManagement (WFM) Integrations

•Integrations for Verint / Impact 360 and Nice / IEX TotalView

Adherence Timebars Monitor

| ©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 monitoring, and forecasting

•Enable social media integration with BizVu, Imooty, and trackur

| ©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

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Call Recording Report

LIFECYCLE REPORTS CONTAIN HYPERLINKS TO SPECIFIC CALL RECORDINGS

| ©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

TorontoRemote

Office

New York Branch Office

Los AngelesWork-at-Home

Customers

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Virtual and Resilient Business Deployment

Homing into Primary Agent ControllerHoming into Secondary Agent ControllerCall queuing onto Queuing GWCall queuing onto Primary Agent Controller

Legend

New York AgentsLA Agents

Dallas Agents

Secondary Agent Controller and Queuing

Gateway Enterprise Server

Dallas LAN

NY LANLA 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

| ©2014 Mitel. Proprietary and Confidential.| ©2014 Mitel. Proprietary and Confidential.

Homing into Primary Agent ControllerHoming into Secondary Agent ControllerCall queuing onto Queuing GWCall queuing onto Primary Agent Controller

LegendHighlights• 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 AgentsLA Agents

Dallas Agents

Secondary Agent Controller and Queuing

Gateway Enterprise Server

Dallas LAN

NY LANLA 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

| ©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

| ©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

THANK YOUhttp://www.mitel.com/product-service/mitel-micontact-center