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Mitel Steps up to the Plate with Advanced Mobile Communication Capabilities to Support the MLB All-Star Game
Presented By: Mitel
On Tuesday, July 12, the top
players in the American League and National League will take the field at San
Diego’s Petco Park for Major League Baseball’s 87th All-Star game. But
behind the scenes, one of the most stellar players in cloud and mobile
communications is already hard at work to enhance the fan experience.
Global
business communications provider Mitel collaborated with the San Diego Padres,
host team of the midsummer classic, to deploy an end-to-end omni-channel solution
that incorporates personalized contact center software features which enable
season ticket holders to connect directly to their dedicated service representative.
By unifying communications platforms, Mitel also provides the
flexibility and scalability required for the Padres to handle added demand for
All-Star game tickets as well as additional major entertainment events.
“The
MiContact Center Suite is geared to help valued customers quickly locate the
right expert to help them with their needs," said Jon Brinton, President, Cloud
Communications for Mitel. “Entering contextual keywords such as ‘season
tickets’ or ‘All-Star game’, ensure that interactions can be routed to the
right agent. We offer a global solution that empowers mobile consumers all over the world. Mitel communications applications are now being
used to support government-based healthcare questions, helping to connect
retirees and pensioners in European nations with experts to answer specific
inquiries.’
Mitel is
focused on delivering what Brinton refers to as ‘mobile-first, cloud-enabled
and millennial-focused communications and collaboration’. “Millennials are an
increasingly dominant part of the service sector,” he said. “They now account
for more than one third of the workforce and more than 60% of IT specialists. They
are the first generation of digital natives and expect information to be
readily at hand. We embrace the philosophy that work is not just a place you
go, but a thing you do. Our impetus is to seamlessly
bring mobile communication and collaboration capabilities to those who rely on
their mobile devices to do their jobs.”
Several
months in advance of the All-Star game, Petco Park also served as the host site
for Mitel Next, an event for current users, potential clients and channel
partners. It was their third such gathering in the past eight months, an
innovation destination where Mitel spotlighted:
The newest generation of MiContact Center. This mobile centric
customer engagement platform delivers the agility that companies now require to
adapt and grow. It enables an advanced digital customer experience across
real-time communications social media with CRM integration. It also offers a cohesive view into a customer's
profile, which links with advanced skills-based routing capabilities to deliver
a more satisfying customer experience.
MiCloud. Mitel's cloud
communications solution portfolio, intersects with more than
20 cloud-based CRM platforms as well
as productivity applications such as
Microsoft Office 365 and Google Apps.
Real-Time Communications. In partnership with Unisys, Mitel introduced MiStealth
security technology to provide enterprises and service providers secure mobile
access to the cloud and ensure they remain protected against security threats
and data breaches, In addition, Mitel Performance Analytics make real-time
communications for large campuses more intelligent and capable with advanced
monitoring, analytics and mass-notification tools that proactively detect and
address performance problems before they impact the user. The solution incorporates
24/7 monitoring, real-time alerts, and
testing tools for rapid problem resolution. Mitel Mass Notification services provide a reliable communications
channel when conventional email, text, voice and video communications fail.
“Both workplace
and consumer communications are now more centered on mobile
devices with users expecting instant and seamless access to services from
anywhere," said Brinton. “We believe Mitel now has its own all-star line-up
of solutions in place to help businesses understand how to benefit from tying
together different modes of communication to achieve greater speed and
simplicity.”