Tenant satisfaction and surveying firm to improve responsiveness and effectiveness to customers nationwide
Burnaby, British Columbia - Mitel, a leading provider of IP communications solutions, today announced that SynchroSERV, Bentall Capital's Tenant Service Contact Center also known as ClikFIX, has selected Mitel to deliver an IP-based contact center solution. Based in Vancouver, British Columbia, SynchoSERV provides 24x7 tenant services to Bentall's client properties throughout Canada.
The Mitel Contact Center Solution provides a modular suite of feature-rich, web-based applications that will simplify SynchroSERV's contact center management. These include Mitel Interactive Contact Center, Mitel Intelligent Queue and Mitel Contact Center Management. Collectively, these applications will help to increase customer service, streamline business processes and enhance productivity through real-time sophisticated reporting tools and intelligent call processing capabilities. The Contact Center Solution also integrates into Microsoft Office Live Communications Server 2005.
"To address the increasing needs of our clients, we needed a contact center solution with large-scale requirements," said Luanne Albino, General Manager, SynchroSERV. "We selected the Mitel system because it provides a market-leading solution that more than fits our needs today and also gives us the opportunity to expand as our business needs change."
SynchroSERV will leverage its investment by adding the Mitel Teleworker Solution, a simple plug-and-work application offering employees the option to work from any location including remote sites. By enabling the Teleworker Solution, SynchroSERV gains the ability to attract and retain employees by taking advantage of placing agents in locations where they can best respond to the 24/7 needs of its clients and provide a multi-lingual solution. The system enables the routing of customer calls based on geographic area, skill and language preference.
"With the selection of the Mitel solution SynchroSERV has made business processes more efficient by implementing innovative IP applications that enhance call-handling capabilities through real-time reporting and skills-based routing," said Paul Butcher, President and Chief Operating Officer, Mitel. "With the deployment SynchroSERV has demonstrated a forward-thinking strategy that will future-proof their network and allow for future growth and expansion of their business."
The SynchroSERV contact center runs on a network based on HP's high-performance ProCurve switches combined with Mitel's highly scalable Mitel 3300 IP Communications Platform (ICP), providing easy-to-deploy multi-service networks to reduce infrastructure cost and complexity.
The Contact Center Solution is the recent recipient of the TMC Labs Innovation Awards bestowed based on the quality and uniqueness of a particular product or service in the field of customer interaction solutions.
Mitel completed the project with its solution provider, Microserve, Western Canada's largest Value Added Reseller that provide complete technology solutions ranging from product acquisition, deployment and support, to technical and professional services, telephony and consulting. For more information visit http://www.microserve.ca.
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About SynchroSERV
SynchroSERV is a tenant services and surveying firm providing solutions to real estate organizations of all sizes. Bentall uses the contact center through its "ClikFIX" brand, providing service to over 28 million s.f. of real estate across Canada. ClikFIX routes requests to maintenance personnel according to the property manager's (and tenant's) specific decision rules. Service through ClikFIX is consistent with the tenant's expectations irrespective of the time of day or the type of contact. For more information visit the SynchroSERV website at www.synchroserv.com.
About Microserve
As Western Canada's largest privately owned technology reseller, Microserve provides sales, service and solutions throughout both Alberta and British Columbia. Microserve is focused on addressing the needs of companies that view technology performance as a critical component to their corporate success. For more information, visit the Microserve website at www.microserve.ca.
About Mitel
Mitel is a market leader for voice, video and data convergence over broadband networks. With a focus on the user experience, the company delivers advanced communications solutions that are easily customized for individual business needs. Mitel solutions extend from intuitive desktop appliances and applications through to Applications and Services Gateways that enable business process integration and enhancement. Customers are provided with innovative ways to leverage their resources and migrate to the benefits of IP communications at their own pace. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information please visit www.mitel.com.
For more information please contact:
Paul Goyette
(613) 592-2122 x.2188
E-mail: paul_goyette@mitel.com
Lawrence Cummer
(416) 969-2747
E-mail: LCummer@environicspr.com
Danielle McNeil
(613) 592-2122 x.4643
E-mail: danielle_mcneil@mitel.com
© Press Release 2006
