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February 15, 2012

VMware, Mitel join forces to bring desktop virtualisation to contact centre

Contact centre can be deployed as a single unified service in a virtual desktop environment

By CBR Staff Writer

Virtualisation and cloud infrastructure services firm VMware has launched the unified communications services firm Mitel’s Contact Center Solution for VMware View.

The offering enables contact centre managers to deploy and manage agents anywhere in the world, while empowering the centre to lower costs.

Mitel’s Contact Center Solution provides contact centre agents with cloud-based access to contact centre functionality as well as a unified desktop and communications device wherever they may be.

In addition, Mitel has also introduced its virtualised Unified Communicator (UC) Advanced client software for VMware View.

When used in conjunction with Mitel’s Contact Center Solution, contact centre and communications applications can be deployed as a single unified service in a virtual desktop environment, enabling IT departments to reduce costs, while also extending their desktop and mobile environment to anywhere an end-user has an Internet connection.

Mitel Corporate Marketing and Business Development vice-president Stephen Beamish said Mitel’s contact centre customers have consistently pushed for more flexibility in terms of managing their agents, as well as continued integration with virtualisation technologies of all kinds.

"They will now have the ability to deliver their agents’ contact center, desktop and softphone capabilities as a unified, virtualized application – it doesn’t get more flexible than that," said Beamish.

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