Date post: | 29-Jul-2018 |
Category: |
Documents |
Upload: | phungnguyet |
View: | 219 times |
Download: | 0 times |
Improving Local Government Service Delivery Through Communications
Mitel | Confidential 862009 slide 2
Flexibility Innovation Simplicity Commitment Culture
Mitel Local Government
Mitel has a strong history in providing telecommunications to Local Government
Mitel has 20 market share with its partners
2nd only to BT
As an established player in the public sector Mitel is increasingly becoming recognised as a leader in helping local councils migrate to the world of IP Telephony
Mitel | Confidential 862009 slide 3
Flexibility Innovation Simplicity Commitment Culture
Education
Strategic Planning
Transport Planning
Passenger Transport
Highways
Fire Social Services
Libraries
Waste Disposal
Revenue Collection
Housing
Planning Applications
Leisure and Recreation
Waste Collection
Environmental Health
County
District
Such a wide array of activities
dispersed over multiple sites and
multiple voice systems makes
communications complex
Seamless communications and
customer service is a difficult
achievement in this silo type of
environment
Council Responsibilities
Mitel | Confidential 862009 slide 4
Flexibility Innovation Simplicity Commitment Culture
Key Requirements
eGovernment Transformational Government
ndash Contact Centres
ndash Integrated CRM in the contact centre
ndash Improved communications for better customer service
Efficiency
ndash Increase efficiency to reduce costs
EU Framework Agreement for Homeworking
ndash Teleworking
Mitel | Confidential 862009 slide 5
Flexibility Innovation Simplicity Commitment Culture
Communications and Customer Service
Voice Systems
Council services often delivered out of multiple buildings operating on separate voice systems
Centralising voice communications will
Improve operational efficiency
Increase performance ofcustomer service delivery
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 2
Flexibility Innovation Simplicity Commitment Culture
Mitel Local Government
Mitel has a strong history in providing telecommunications to Local Government
Mitel has 20 market share with its partners
2nd only to BT
As an established player in the public sector Mitel is increasingly becoming recognised as a leader in helping local councils migrate to the world of IP Telephony
Mitel | Confidential 862009 slide 3
Flexibility Innovation Simplicity Commitment Culture
Education
Strategic Planning
Transport Planning
Passenger Transport
Highways
Fire Social Services
Libraries
Waste Disposal
Revenue Collection
Housing
Planning Applications
Leisure and Recreation
Waste Collection
Environmental Health
County
District
Such a wide array of activities
dispersed over multiple sites and
multiple voice systems makes
communications complex
Seamless communications and
customer service is a difficult
achievement in this silo type of
environment
Council Responsibilities
Mitel | Confidential 862009 slide 4
Flexibility Innovation Simplicity Commitment Culture
Key Requirements
eGovernment Transformational Government
ndash Contact Centres
ndash Integrated CRM in the contact centre
ndash Improved communications for better customer service
Efficiency
ndash Increase efficiency to reduce costs
EU Framework Agreement for Homeworking
ndash Teleworking
Mitel | Confidential 862009 slide 5
Flexibility Innovation Simplicity Commitment Culture
Communications and Customer Service
Voice Systems
Council services often delivered out of multiple buildings operating on separate voice systems
Centralising voice communications will
Improve operational efficiency
Increase performance ofcustomer service delivery
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 3
Flexibility Innovation Simplicity Commitment Culture
Education
Strategic Planning
Transport Planning
Passenger Transport
Highways
Fire Social Services
Libraries
Waste Disposal
Revenue Collection
Housing
Planning Applications
Leisure and Recreation
Waste Collection
Environmental Health
County
District
Such a wide array of activities
dispersed over multiple sites and
multiple voice systems makes
communications complex
Seamless communications and
customer service is a difficult
achievement in this silo type of
environment
Council Responsibilities
Mitel | Confidential 862009 slide 4
Flexibility Innovation Simplicity Commitment Culture
Key Requirements
eGovernment Transformational Government
ndash Contact Centres
ndash Integrated CRM in the contact centre
ndash Improved communications for better customer service
Efficiency
ndash Increase efficiency to reduce costs
EU Framework Agreement for Homeworking
ndash Teleworking
Mitel | Confidential 862009 slide 5
Flexibility Innovation Simplicity Commitment Culture
Communications and Customer Service
Voice Systems
Council services often delivered out of multiple buildings operating on separate voice systems
Centralising voice communications will
Improve operational efficiency
Increase performance ofcustomer service delivery
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 4
Flexibility Innovation Simplicity Commitment Culture
Key Requirements
eGovernment Transformational Government
ndash Contact Centres
ndash Integrated CRM in the contact centre
ndash Improved communications for better customer service
Efficiency
ndash Increase efficiency to reduce costs
EU Framework Agreement for Homeworking
ndash Teleworking
Mitel | Confidential 862009 slide 5
Flexibility Innovation Simplicity Commitment Culture
Communications and Customer Service
Voice Systems
Council services often delivered out of multiple buildings operating on separate voice systems
Centralising voice communications will
Improve operational efficiency
Increase performance ofcustomer service delivery
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 5
Flexibility Innovation Simplicity Commitment Culture
Communications and Customer Service
Voice Systems
Council services often delivered out of multiple buildings operating on separate voice systems
Centralising voice communications will
Improve operational efficiency
Increase performance ofcustomer service delivery
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 6
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsCentralising a Diverse Environment
The Problem
Multiple voice systems that donrsquot talk to one another
Calls canrsquot be transferred no connectivity between sites
The Answer
VoIP enables voice calls to be moved to the network
Calls can be centralised to allow all sites to be connected
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 7
Flexibility Innovation Simplicity Commitment Culture
Why IP Telephony
1 network to manage
IP phones can be physically re-located across a network
Flexibility of Deployment
Remote workers can access the same voice services as their colleagues
Connect geographically dispersed locations on a single seamless network
Applications
Internal calls can bypass the public telephone network to minimise communications costs
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 8
Flexibility Innovation Simplicity Commitment Culture
Mitel
Over 30 years in the business of voice communications
Mitel offers a single platform that buildsupon its rich heritage in the voice market
Mitel focuses on its core competency - voice
As Mitel progresses down the path of IPT innovations in applications and features occur organically
Mitel also partners with innovative applications companies that extend Mitellsquos offering into its key markets ensuring a rich integration with the core
platform and minimising complexity
Core Focus and Pedigree in Telephony
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 9
Flexibility Innovation Simplicity Commitment Culture
Mitel The Platform
The Mitel 3300 IP Communications Platform is
a converged IP telephony system that delivers
the voice capabilities and features expected
from a traditional PBX communications system
The 3300 ICP acts as both a TDMIP PBX and
an applications gateway meaning it can be
used to host a call centre teleworking soft-
phones or other applications without ripping
out the existing telephony system
It can sit gracefully with the current telephony
system and can be used to migrate to IP when
it makes sense to do so
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 10
Flexibility Innovation Simplicity Commitment Culture
Mitel has one core IP platform and the product roadmap evolves based on that platform only
Organisations do not have to rip and replace if expansion is required
Applications added on as required
Scalability from very small to large from 10 to 60000 modular easy to implement
Ease of management an evolutionary direction headed up by Enterprise Manager
Mitel The Platform
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 11
Flexibility Innovation Simplicity Commitment Culture
Self-correction techniques take advantage of location
independence and network element distribution
Resources are spread across the network ensuring no single point of failure
Optimised hardware utilisation
Routes around failed or inaccessible portions of an IP network
A secondary controller is not limited to backup call-control but can
function as an application controller an IP network gateway a PSTN gateway or a voice mail server
bull No single point of
failure
bull No dependence
on a single site or
location
bull Lower hardware
costs
Mitel Resiliency of The Platform
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 12
Flexibility Innovation Simplicity Commitment Culture
Rather than a series of different gateways Mitel offers one core platform that can act as a gateway
Has the versatility to act as a gateway for deploying contact centres speech recognition wireless telephony and other communications applications
Allows organisations to add applications like softphones voice mail or teleworking without replacing existing PBX
The 3300 ICP provides control for the IP phones and applications
The 3300 ICP can then easily be deployed for IP telephony across an organisation when ready to move to Voice over IP
The Gateway to CommunicationsThe Platform
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 13
Flexibility Innovation Simplicity Commitment Culture
Key Deployment OptionsTopological Centralisation vs Distribution
Highly
CentralisedHighly
Distributed
Centralized Topology
Advantages
bull Feature transparency
bull Data management
simplicity (ESM)
Hybrid Topology
bullDistributed operationally
centralized on backup
bull Biased towards
distributed operation but
higher cost effectiveness
for resilient configurations
through centralized
backup
Distributed Topology
Advantages
bull More resilient - smaller
failure zones
bull More efficient on BW
usage for some apps
bull Location based features
easier to manage
timezones local PSTN
breakout)
bull Effectively unlimited
scaling
Mitelrsquos IP portfolio can be deployed in a highly centralised or a highly
distributed manner depending on the priorities of the customer
Hybrid Topology
bull Centralized operationally
distributed on backup
bull Biased towards
centralized operation but
enhanced resiliency during
backup
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 15
Flexibility Innovation Simplicity Commitment Culture
IP
WAN
LAN
Applications
Web Server
PSTNAnalog
Enterprise Call
Agent
TDM Bus
Switched IP Core
Resources
Tone Conf
EchoCancel
Gateway
Gatekeeper
Call Control amp
Connection
Mgmt
Embedded Apps
VM ACD
Dual Bus Architecture
PBX
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 16
Flexibility Innovation Simplicity Commitment Culture
PBX IntegrationMigration
PSTN
LAN
NortelMeridian
3300 ICPQSIGPRIDPNSS
Siemens
Realitis
Ericsson
MD110
Philips
IS3000
WAN
Avaya
Index
Matra
65xx
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 18
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council initially installed the 3300 as a gateway to a Siemens ISDX but are now rolling out Mitel IPT across the council
London Borough of Enfield installed a 3300 ICP as a gateway to a Siemens ISDX to support a contact centre for the Council
Cardiff Council have a mixed deployment of SX2000 and 3300 operating TDM and are now rolling out IPT across the council
Durham County Council have Mitel 3300 ICPs overlaying a Phillips switch acting as a gateway to a remote office as well as extensions in the main office
Milton Keynes using Mitel 3300 supporting 2000 extension seamlessly integrated with existing
Siemens ISDX
The Gateway Testimony to Migration
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 21
Flexibility Innovation Simplicity Commitment Culture
Management system provides web-
based system configuration and
maintenance and control of Mitel portfolio
Network managers can access the
system from anywhere on the WAN
A single system view of all users sites
equipment features and services
Acts as the central management
interface to the Mitel portfolio
Centralised Management with Enterprise Manager
Improving
Operations
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 22
Flexibility Innovation Simplicity Commitment Culture
Brings solution administration under a single umbrella
Protects you from exponential increases in administration costs
Allows access to multiple sites and systems from a single interface
Lowers running costs by increasing staff productivity via minimizing repetitive tasks amp automating standard processes
Enterprise Manager Benefits
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 23
Flexibility Innovation Simplicity Commitment Culture
Enterprise Manager Features
Ops Manager embedded in Enterprise Manager
Voice Quality Health Monitoring IP Phone Analyser
System management of 3300 SX2000 Applications
Network inventory
Remote management for network health monitoring
Provisioning and administration
Diagnostics Voice Quality Manager
Integrated Management (Applications suite evolution)
Traffic Reporting Traffic Monitoring
Network Route Management Security Administration
Adopts
approach of
do once write
many so
administrators
can manage
user
privileges
from one
point rather
than having to
change
privileges on
multiple
platforms
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 26
Flexibility Innovation Simplicity Commitment Culture
Moves Adds and Changes
Public sector bodies employee a large number of staff and often have a high rotation of staff
As a result MACs constitute a major project management exercise in local government
IP phones can be physically re-located across a network easily reducing time and costs associated with traditional MACs
Reducing the time and effort to conduct MACs produces significant cost savings to the public sector
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 27
Flexibility Innovation Simplicity Commitment Culture
IP Telephony produces a saving of over 17 in annual
operating costs
In organisations of over 500 employees savings of
32 have been achieved
IP MACs cost 13
pound2736 per year
Mid-size Organisation
MAC rate = 12 pa Avg
cost = pound95 puser
Ex
800 employees = 96 MACs
pound9120 per year
Moves Adds and Changes
Annual Operating Cost-Savings
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 28
Flexibility Innovation Simplicity Commitment Culture
Why Voice
The telephone is the main method for contacting local councils regardless of age sex region or social status
A study in one Metropolitan Council found that more than 25 of calls to the authority were unsuccessful
Contact centres are the natural choice for local and central governments
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 29
Flexibility Innovation Simplicity Commitment Culture
Improving Phone Service
The public thinks the things most likely to create an impression of efficient phone service are
ndashBeing transferred to the right place right away (50)
ndashPolite knowledgeable and helpful person answering call (47)
ndashCall answered within three rings (43)
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 30
Flexibility Innovation Simplicity Commitment Culture
Why Call Centres
Call centres are not the sweatshops that this term calls to mind instead a call centre implies an approach whereby a group of people work together to handle customer inquiries and requests from incoming callers
82 of the population feel they would be more inclined to
trust government if they communicated better
Establishing a call centre does not require large groups of
people to work in a fixed facility Call centres can be
established with small groups with as few as 5 people
working together or remotely to handle customer inquiries
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 31
Flexibility Innovation Simplicity Commitment Culture
Customer Service Getting it Right
To set up a call centre hunt groups are not enough ACD call queuing and performance management tools are required
Contact Centre Management is the art of
having the right number of skilled people
and supporting resources in place at the
right times to handle and accurately forecast
workload at service level with quality
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 32
Flexibility Innovation Simplicity Commitment Culture
UK Government spends over pound350Mpa operating Call Centres employing gt15000 staff
Nearly 12 of Call Centres lack information to understand costs and time required to deal with calls
12 of Call Centres do not have information to determine if they can offer better service
Contact Centre Tools are key to understand performance
The Need for Performance Analysis Tools
Contact Centres
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 33
Flexibility Innovation Simplicity Commitment Culture
Mitel Contact Centres
Outstanding Value
High functionality at an aggressive price = Low Total Cost of Ownership
Award Winning
Sales Success
1000 increase in units shipped from Oct 2000 to Jan 2003
Captured 14 of the market in the 41 to 75 agent seat segment in NA - 2nd only to Nortel
Mitel leads in small call centres (1-20) with 293 market share five points ahead of Avaya 12 points up on Cisco (GartnerDataquest 2004)
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 34
Flexibility Innovation Simplicity Commitment Culture
Recognition from Call Centre industry trades amp Analysts
―Mitel is one of the few companies in the contact centre market that has seen double-digit growth during the past two years The company has achieved this by implementing a savvy strategy of introducing a new product line and bundling strategy in combination with a highly competitive pricing strategy
Frost amp Sullivan May 2003
Mitel Contact Centres
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 35
Flexibility Innovation Simplicity Commitment Culture
An ACD is used to
validate callers
provide basic call routing
provide skills based routing
gather usage statistics
balance the use of phone lines
Automated Call Distribution
Mitel has an onboard
ACD with a
complementary suite of
applications for contact
centre management
making this a very cost-
effective solution
Automated Call Distribution (ACD) is a function of a
telephone system that manages incoming calls and
handles them based on the number called and provides
associated handling instructions
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 36
Flexibility Innovation Simplicity Commitment Culture
Create a good abandoned call by providing information to a caller without the need for the caller
to speak with an agent
Uses a Static Recorded Announcement Device
Provide callers waiting on hold with pre-recorded announcements
Provides greater availability and accessibility to general info than provided with a call centre agent
Recorded Announcements
Improving Service
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 37
Flexibility Innovation Simplicity Commitment Culture
The flexibility of this suite means councils can set up and tear down new agent desks quickly in cases of emergency ie flooding
Moreover it offers advanced applications such as a speech-enabled attendant SMS Text Messaging and Remote Agents
It can be used in both a TDM and IP environment which is a key criterion for those councils not yet ready to deploy IP
Call Centre ManagementKey Features for Government Flexibility of Set Up
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 38
Flexibility Innovation Simplicity Commitment Culture
Enhancing The Call Centre
Staff can be located anywhere not just in a fixed location
May help to retain staff
IP provides the flexibility to employ part-time staff to ensure support for the call centre during peak hours of traffic
Staff can work from home or work in other areas of the organisation and simply log in to the system to support the call centre from where they sit
IP Means Flexibility
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 39
Flexibility Innovation Simplicity Commitment Culture
Testimonials IP Telephony Contact Centres
Ashford Borough Council using 3300 ICP as gateway to a Siemens ISDX for the call centre
Are benefiting from IP Telephony by connecting the walk in centre and the call centre
When staff in the walk in centre are free they simply log in to the 6100 at their desk and remotely support the call centre
Have connected a remote site in Tenterden using teleworker solution Staff log in to the call centre remotelyto support it during peak hours of call traffic
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 40
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Management Tools
Web Call Back
Voice Call Back
Interaction with Automated Banking Service
SMS Intelligent Routing
Contact Centre Agent Scheduling
Agent Adherence
Dynamic Management of Queues
Remote Agent Support
On the fly Reporting Tools
Email Queueing
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 41
Flexibility Innovation Simplicity Commitment Culture
Contact Centre Highlights Call Centre Reporting
Perception that contact centre managers must spend extensive amounts of time on monitoring and evaluation
For some contact centre managers the information they need for reporting is either not available or difficult to manipulate into a useable format
Those days are over
Software tools are available today to automate this function
Tools are available to
report on call centre performance
arm councils with the tools to justify staffing levels
identify when more staff are required
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 42
Flexibility Innovation Simplicity Commitment Culture
Easily automate and generate reports on the fly
View generate schedule and share up to 250 different report types across all contact centre elements over any date and time horizon
Capture detailed information on performance levels and readily share this information with others
Mitel ―We were
especially taken
with the Mitel
6100 Contact
Center Solutions
because of the
ease of
management and
reporting it
provides
Rob Neil
Head of ICT
Services
Ashford Borough
Council
Contact Centre Management
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 43
Flexibility Innovation Simplicity Commitment Culture
Interactive Contact Center
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 44
Flexibility Innovation Simplicity Commitment Culture
Computer Telephony Integration
Different options for CRM
Simple Screen popping
6140 Agent Portal
Embedded call control in the CRM application
Oracle
Lagan
DTMF for account number entry and querying database based on digits entered
Benefit Not only personalises the experience but saves
time reducing the time spent on each call allowing
agents to be more efficient
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 45
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsUse Agent Portal Personalise Response to Callers
Have caller information displayed on the agentlsquos screen before answering the call
The 6140 Agent Portal provides the means to integrate telephony and data easily
By capturing the call line ID information about the customer can be displayed on the agentlsquos screen
Not only personalises the experience but saves time reducing the time spent on each call allowing agents to be more efficient
Ashford are using 6140 to screen pop from Aspire CRM
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 46
Flexibility Innovation Simplicity Commitment Culture
Cost Savings through Integration
Contact Centre with Mitel Agent Portal Integration to CRM
A Local Government Authority is achieving
savings of pound6000 per year through the time
saved screen popping caller details from the
CRM package to the Agentlsquos desktop
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 47
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsResponding to eMail
As Councils seek to offer access
to services via the web and email
these channels need to be
integrated into the contact centre
Poor e-mail customer service
drives up costs and alienates
citizens
With dedicated resources and
appropriate technology
organisations can improve
response effectiveness and
efficiency and lower the cost per
contact of e-mail by 40 to 50
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 48
Flexibility Innovation Simplicity Commitment Culture
Call Centre Enhancements Intelligent Queue
Inform callers of the expected wait time
Number of callers in queue
Provide time of day day of week day of year and queue conditional messaging
Provides intelligent call processing with interactive voice trees and enhanced routing options
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 49
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSmart Choice Options from Intelligent Queue
Ashford Borough Council now provides callers with a flexible contact alternative to waiting by establishing smart choice options for paying bills
Smart Choice can be used to allow callers to make payments by direct debit such as for paying their council tax bill or to determine what their outstanding balance might be
This is especially important for people who may not have established a standing order or may wish to make a one-off payment to the Council
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 50
Flexibility Innovation Simplicity Commitment Culture
Smart Choice
Auto Attendant
Guide the caller to the information extension or ACD queue that would best suite their needs
Automates basic call routing function easing process compared to manual transfers)
Call Centre Enhancements
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 51
Flexibility Innovation Simplicity Commitment Culture
Voice Call Back
Voice mail queued call back
Provides callers with the option of entering their phone number and a voice message for a queued callback from a contact centre agent
Web Call Back
Allow citizens to request you call them back online allowing Councils to seamlessly integrate their Web presence with the contact centre
Call Centre Enhancements
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 52
Flexibility Innovation Simplicity Commitment Culture
Councils wish to extend hours of operation of the call centre but donlsquot wish to make staff work on their own late at night
It is costly to maintain the building after hours
Health and safety issues for staff
Quality of life issues for the staff
Remote working using teleworker solution has ACD functionality to provide seamless integration to the call centre
Key Features for Government
Remote Working for Call Centre Agents
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 53
Flexibility Innovation Simplicity Commitment Culture
Call Centre EnhancementsSMS Integration in the Call Centre
Councils can improve social inclusion through integrating SMS (Short Messaging System) into the call centre
Councils can receive text messages from callers and prioritise the message like a phone call
Likewise it can be used to send notifications to the public in event of a crises or notification of a public meeting
It can be used interact with the house-letting system so when a user texts in their selection it is routed through the system to the register their interest allowing them to do this after hours which opens up the selections they have the ability to register for
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 54
Flexibility Innovation Simplicity Commitment Culture
SMS Uses for Councils
SMS can be used to enable citizens to send text messages to report
street lighting faults
report abandoned vehicles
book council facilities and courses
request details on Council services
report on graffiti
Enable citizens to register their details with the Council to enable payments to be taken out of their bank account using SMS so that parking fines can be paid using SMS in addition to other Council-related payments
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 55
Flexibility Innovation Simplicity Commitment Culture
Testimonials SMS Text Messaging
Ashford are using SMS Text Messaging and smart choice options to establish new ways of mediating selection of new lettings
For choice based lettings
Using SMS text messaging customers can send text bids for advertised properties
SMS treated the same way as voice and email
Using 6150 and an SMS server
People can text choice after hours to ensure choices are registered
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 56
Flexibility Innovation Simplicity Commitment Culture
Social InclusionNotification Systems
A multi-point (voice recording email text messaging fax letter ) notification system designed to provide users with timely access to critical information aimed at improving interaction between organisations and stakeholders
USES
1 Disseminate critical information to large numbers or targeted groups of people
2 Receive critical information and disseminate it quickly to key individuals
3 Provide information that recipients must act upon
Phone
Letter
Text
eMail Browser based
Management
Management
Information
System
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 57
Flexibility Innovation Simplicity Commitment Culture
Applications for Government
Emergency situations
Roadworks
Notification of overdue council tax
Connection to the Automated Banking Service
Notification of Rental Arrears
Connection to the Automated Banking Service
Rubbish pick-up days and alterations to schedules for holidays
Council Meetings Surgeries
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 58
Flexibility Innovation Simplicity Commitment Culture
Notification System Features
Integration with Contact Management Information System
Multi-Channel Delivery voice recording email SMS letter and fax
Ability to break out from the voice recording and speak to an administrator
Detailed Reporting and recording of calls made
Intelligent Message Delivery
Multi-Language Delivery
Call Back - establish number of times to try the number
Web based management
Managed Service
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 59
Flexibility Innovation Simplicity Commitment Culture
Notification System Benefits
Replacing paper communications with electronic notifications reduces costs
Reduces impact on the environment by reducing paper waste
Voice recording provides a voice trail of communication
Reduces the impact on the call centre as people can be automatically directed from
the voice recording to the Automated Banking System
Improves social inclusion by communicating with stake holders more effectively on issues that are important to them in the manner of their choice
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 60
Flexibility Innovation Simplicity Commitment Culture
Improving Communications
Staff often need to access numbers but donlsquot know the extension
This means operators are called upon to handle internal calls reducing their opportunity to manage external calls and issues
Deploying a speech recognition system to manage internal calls can save time and money
Savings translate into thousands of pounds yearly
Speech Recognition
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 61
Flexibility Innovation Simplicity Commitment Culture
Make it easier staff to dial unfamiliar extensions and to make more efficient use of staff resources
Speech recognition enables staff to ask for people by name without having to remember extension numbers
People simply dial one number and repeat the name of the person they want to speak to
The Speech Server Auto Attendant then looks up the name and repeats it to the caller to confirm that the name is correct then dials
Improving Communications Speech Recognition
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 62
Flexibility Innovation Simplicity Commitment Culture
Speech Recognition Real Savings
One UK customerlsquos switchboard operators are using Speech Server to transfer calls out of the call centre to back office staff rather than using the corporate phone
book
Found savings of 10-15 seconds a call equating to pound3200 per annum savings for each operator
Automating internal calls using Speech Server reduces overhead by pound5-8000 per year moving staff out of
handling internal calls to taking calls from the public
By using Speech Server and SmartChoice (Automated Banking Service) a local government authority now finds
that over 40 of calls into the call centre are handled automatically
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 63
Flexibility Innovation Simplicity Commitment Culture
Achieving Cost EfficiencyRationalisation of Property
Hot-desking and teleworking are key features for Councils seeking to rationalise space
After staff property is an authoritys most costly resource
Managing it effectively and efficiently means we can keep
Council Tax down and plough more money into our services
and capital programmes
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 64
Flexibility Innovation Simplicity Commitment Culture
Teleworking Local Government
Key Priority Outcome for eGovernment
Must have an ICT policy in place for homeworkingremote working
Staff eligible to work remotely (based on approved homeworking policy) can access council intranet email
Some authorities already advanced in this area - the teleworking policy developed by East Riding of Yorkshire Council won the SOCPOThe MJ Achieving the Balance Award 2003
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 65
Flexibility Innovation Simplicity Commitment Culture
Deploy telephones to remote workers at home or at micro sites using DSL or Cable Modem
Provide remote workers with 4 digit access to the office voice system
Access the same features as on the office phone (voice mail and conferencing
Easily implemented using a router and a standard Mitel IP phone at the enduserrsquos location
Easy to implement and maintain meaning minimal management overhead for IT staff
Extending the Council
Teleworking
―So easy to
implement my 9 year
old son installed ours
Lisa Dolphin I Mitel
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 66
Flexibility Innovation Simplicity Commitment Culture
4 digit extension and dialling
Access the same features as on the office phone (voice mail and conferencing )
Adaptive jitter buffering to improve voice quality over the Internet (G729 compression to reduce bandwidth requirements)
Encryption provides a secure voice path between phone and system across the Internet
In its first 6 months over 1 million calls were made by Mitel
Teleworkers around the world
Teleworking Features
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 67
Flexibility Innovation Simplicity Commitment Culture
Access to the PSTN in Case of Network Failure
To ensure the Teleworker set is always available the Mitel Line Interface Module is available to provide teleworkers using the Mitel 5220 IP Phone (Dual Mode) with the ability to make and receive calls on an analogue line in either of the following modes
Line Interface Module Mode users can access the analogue line at any time by pressing the programmed key
Fail-over Mode users can use the analogue line when the IP connection has failed
Users can place emergency calls to a local emergency number using analogue in either mode
Teleworking Reliability
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 68
Flexibility Innovation Simplicity Commitment Culture
Teleworking
The UN gave Teleworker phones to representatives from each country to take back to
their local government offices These phones are used to call the UN offices in NY in
order to reduce long distance costs that were being billed back to the UN
The United Nations Testimonial
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 69
Flexibility Innovation Simplicity Commitment Culture
Teleworking Cost Savings
Replace leased lines with DSL at micro sites amp save pound8000 pa per line
Organisations can reduce office space by 50 through reducing office overheads or avoiding a move to larger premises
ndashTaking into account nights weekends and bank holidays some buildings are only occupied 30 of the time
Home based workers can save an organisation gtpound13000 pa
ndash Home based workers cost pound2000 pa
ndash Office based worker cost pound15500 pa
ndash Home-based workers 30 more productive
ndash Reduced absenteeism
ndash Reduced incidence of stress related leave
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 70
Flexibility Innovation Simplicity Commitment Culture
No need to invest in VPN technology
It is highly secure and fully encrypted with minimal complexity
It is a plug and play solution for the home workerremote worker
Mitel Teleworking
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 71
Flexibility Innovation Simplicity Commitment Culture
Reduction in office space on means staff starting to share the same office desk space
Staff can share the same officedesk space and have their preferences associated with the phone when they log in
Overcome space issues by allowing desktop phones to be shared allowing staff to have access to their own phonepreferences such as call
forwarding profiles speed-dial numbers and personal extension number while using
the phone
Improving Communications
Hot Desking
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 72
Flexibility Innovation Simplicity Commitment Culture
Phones can be restricted when no one is logged in
Phones can be restricted for internal calls only or local calls reducing toll abuse so phones can be placed in public places
Allows users to have the same number at home or in the office ndash when used with the Teleworker system
Hotdesk profile includes
number name key appearances message waitingspeed-calls pick-up groups hunt groups class of service (long-distance outside calls)
Hot Desking Features
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 73
Flexibility Innovation Simplicity Commitment Culture
Improving Communications Your Assistant
A desktop tool to manipulate the features of a telephone on the PC
Quickly make a call or set up a conference call using drag-amp-drop commands on the PC
Includes secure instant messaging presence and availability
Knowledge management and collaboration tools to extend the learning experience
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 74
Flexibility Innovation Simplicity Commitment Culture
Analysts Endorse Your Assistant
―Mitellsquos score for softphone hellip is by far the best score amongst competitors
―In general interactive voice quality on softphones tends to be below the toll quality rating of 40 mdash Mitellsquos 483 score is truly outstanding
Miercom Report Feb 6 04
Over 50000
clients
deployed to
date
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 75
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Making Calls on the Desktop
Answering a call opens a
communications window This window
provides you with controls for
handling the call
When a call comes in a
pop-up window lets you
know who is calling
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 76
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Softphone
Users remotely connected to the Mitel 3300 Integrated Communications Platform via a secure network connection such as broadband can make and receive calls as though they are inside the school
Uses a simple USB headset
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 77
Flexibility Innovation Simplicity Commitment Culture
Your Assistant SoftphoneExtending Reach
Staff can have access to their calls on the PC without the need for a desktop phone or a mobile
Logs incoming calls while the desktop software is not running
When Your Assistant is started
the server updates the desktop
with all the stored call information
since the last session
This information is then
displayed in both the Call History
and the Call Log window
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 78
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Secure Instant Messaging
Your Assistant provides convenient chat communication with other Your Assistant users
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 79
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Knowledge Management
Immediately bring up files associated with the incoming Call Line ID
Never have to hunt for files associated with a previous call
Staff can respond quickly to a call
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 80
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Enhanced Collaboration Experience
Voice video and
data conferencing
Point and Click
Management
USB Web cam
Softphone
Office home or
remote mobile
location
No by-the-minute
charges
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 81
Flexibility Innovation Simplicity Commitment Culture
Your Assistant Collaboration Features
PowerPoint presentation sharing
Document and application sharing
Desktop region sharing and entire desktop sharing
Annotation capability
White boarding
Video Conferencing (up to 20 parties viewable at a time) using USB cameras
Chat capability between participants
Ability for non-Your Assistant users to be participants of a web conference using a web browser
Set up a web conference from within the Your Assistant GUI while on a call (ie voice first)
Pre-schedule a collaboration session within Your Assistant
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 82
Flexibility Innovation Simplicity Commitment Culture
The 6100 Contact Centre Solutions suite can be used in conjunction with Mitel Your Assistanttrade to provide secure presence and availability for fast and immediate communication between front and back office
This has key advantages for call centre staff focused on resolving issues at the first point of contact
Your AssistantInteraction between the Back Office and the Call CentreWalk-in Centre
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 83
Flexibility Innovation Simplicity Commitment Culture
Savings Through Better Interaction
Greater efficiency in handling customer queries which can translate into real savings
If an organisation can increase the number of queries that are resolved in a single phone call from an average of 82 to 91 it will reduce overall call centre volume by 9
In a 50-agent call centre handling 70000 calls per month that can amount to 45 full-time employees
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 84
Flexibility Innovation Simplicity Commitment Culture
Teleworking
Key issue for Councils is remote supervision of staff working from home
Your Assistant can be used as a means to supervise staff working from home thanks to its built-in presence and availability capabilities
Supervisors can know when staff are logged on
Secure instant messaging and presence overcomes issues around IM security
Used in conjunction with the Teleworker Solution it provides councils with an optimal means to supervise staff who wish to work from home
Remote Supervision through YA
Supervision of Home-working Staff
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 85
Flexibility Innovation Simplicity Commitment Culture
Councils need to optimise time of skilled workers to deliver enhanced public service but must manage scarce resources
While trying to provide better service they need to reduce time travelling to and from sites by staff
Managing Communications Citizen Consultation
Remote consultation means skilled workers can consult with a citizen and proffer advice via a video conferencing link
Councils can offer ad hoc facilities for personalised problem solving ie Councillor day surgeries on local hot topics such as recycling
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 86
Flexibility Innovation Simplicity Commitment Culture
Video Conferencing
Informal conferencing on the desktop means more personal contact to improve issue resolution
Moving away from formal boardroom type contact to provide more immediate and personalised response
Increasing number of home workers need flexible alternatives to communicate to minimise isolation
Informal Conferencing
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 87
Flexibility Innovation Simplicity Commitment Culture
Voice First Video
Conferencing
Allows a user to simply place a voice call to enable a video conferencing session
If both users are video-enabled the user presses a button on the Mitel IP phone to add video on their PC
With the touch-of-a-button they can switch into a video session
Ease of Use
Ashford Borough Council
In partnership with Kent County Council Ashford have a video conferencing system in the city centre to accommodate cross functional enquiries from the public on county and district issues
Using voice first as it is simple to use and have set up the receiving video unit in the call centre which is managed by a call centre agent
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 88
Flexibility Innovation Simplicity Commitment Culture
Offers video audio and web-conferencing
Seamless integration to voice system
Completely IP-based leveraging existing broadband IP data networks
Ease of Use No training required
Simply add service to call
Less cost - you no longer need ISDN lines
Features and Benefits
Voice First
Video
Conferencing
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 89
Flexibility Innovation Simplicity Commitment Culture
Councils deliver numerous services that require staff to be out in the field often on their own posing a safety risk for employees (social services inspectors)
To provide peace of mind and protect staff a Lone Worker Alert System can be deployed to provide a safety net for field workers
Improving OperationsCommunications and Staff Safety
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 90
Flexibility Innovation Simplicity Commitment Culture
Communications and Staff SafetyLone Worker Alert System
A personnel tracking and safety system designed to monitor security of lone workers
Users access system via a mobile or landline
Time place and expected departure time are entered to monitor the safety of a lone worker
System monitors events and undertakes notification by phone fax email or a visualaural emergency system when events are overdue
Workers constantly update system using touch-tone or voice both Voice and Text solutions can be deployed
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 91
Flexibility Innovation Simplicity Commitment Culture
Inbound Application
Logging onoff jobs
Extending job durations
Connecting to operator
Outbound Application
Log status of jobs logged
Generate reminder calls
Generate escalation calls
Generate alarms as required
Completely mobile agnostic
Uses voice to interact
Lone Worker Alert System Features
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 92
Flexibility Innovation Simplicity Commitment Culture
Staff Safety and Security in the Front-line
IP Duress Application
The capability to initiate a Silent Duress call and escalate to the appropriate security central person local or remote
Deployment of a front line link to first responder
Not an all or nothing can be deployed to selected phones
IP solution
Eliminating the need for structural wiring to deliver panic buttons
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 93
Flexibility Innovation Simplicity Commitment Culture
Improving OperationsPervasive Communications
Wireless Handsets
IP DECT
Utilises Wireless Access Points as extensions for the 3300 IP DECT
Provides same functionality as Mitel IP phone
SpectraLink
Provides voice and data functionality
Provides same functionality as Mitel IP Phone
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 94
Flexibility Innovation Simplicity Commitment Culture
Pervasive Communications
IP to the base station and DECT to the handset
up to 256 base stations
up to 8 simultaneous calls perbase station
512 handsets maximum
Long battery life (up to 20 hours talk time and 200 hours stand-by)
Indoor and outdoor Base Stations
Voicemail access with message waiting display
IP DECT
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 95
Flexibility Innovation Simplicity Commitment Culture
I640 Wireless Telephone
Durable 6 ounce handset
e340 Wireless Telephone
Lightweight 4 ounce handset
SpectraLink Handsets
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 96
Flexibility Innovation Simplicity Commitment Culture
Messaging
Send text messages to NetLink Wireless Telephone
Use NetLink Wireless Telephones as a ―remote control device
Priority text message interrupt ring
Email alerts
Software Development
Open to any application developer ndashInventory heating fire alarms lighting
OAI Developerlsquos Kit available
SpectraLink Open Application Interface
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 97
Flexibility Innovation Simplicity Commitment Culture
0 20 40 60 80 100
Retail amp Dist
Technology
FIRE amp Pro Services
250+ Employees
1-9
Germany
UK
At Home At Work In the Car TrainBus Other
Mobile Phones
64 of mobile calls made at home or at work
No access to corporate resources (transfer etc) just dial tone
In BuildingOn Premises On the Go
Source
Strategy Analytics
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 98
Flexibility Innovation Simplicity Commitment Culture
Improving Operations Mobile Extension
Twinning Desktop phones and Wireless phones mobile or DECT or SpectraLink
One number rings all devices simultaneously
Can be configured to share one voice mail box among all devices
Eliminates the need for call forwarding or ―find me follow me
IT staff operations staff can in constant communication while reducing reliance on mobile phones and consequential costs
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 99
Flexibility Innovation Simplicity Commitment Culture
One Number Means Mobility
The ability to take or initiate a call while in transit and switch to a deskphone upon arriving at the office
Switch back to a mobile if attendance is required at a meeting across the building
Combined with hot-desking it allows users to log onto an IP phone anywhere on the network and the phone adopts their profile including keys and functions
HotDesking also allows users to take a call at their desk and transfer the call to their mobile device
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 101
Flexibility Innovation Simplicity Commitment Culture
Messaging Voice Mail
While other manufacturers may offer third-party messaging solutions off-board Mitel offers embedded voice mail making voice mail far more affordable and manageable
Voice mail is simply licensed based on users
Embedded Voicemail 30 ports for voice mail calls with support for 750 mailboxes and 450 hours of storage time
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 102
Flexibility Innovation Simplicity Commitment Culture
Voice Mail Only
Pick up messages on the go allow callers to leave a message
Integrated Voice Mail
Allow users to navigate their voice mail box on their desktop instead of listening to all messages before getting to the one thatlsquos most important
Unified Messaging
Have text and voice mail messages read to you while on the go and prioritise provide speech commands to calendar
Messaging Options
Options
available for
a mixed
deployment
to scale and
suit the
needs of
unique
customer
requirements
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 103
Flexibility Innovation Simplicity Commitment Culture
Case Studies
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 104
Flexibility Innovation Simplicity Commitment Culture
Midloathian Council
100 different sites which vary in
size and a combination of different
phone systems making it very difficult
to manage
Originally implemented SX2000lsquos in
1997 now moving to IPT
Now 700 users on the SX-2000 and
400 using IP with a steady stream of new installations
being added to the IP system on a regular basis
The Mitel 3300 ICP and has proven to be very successful in
simplifying administration
Deploying teleworking to enable people to work at home and have
the same access to the Councillsquos voice system as they do in the
office
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 105
Flexibility Innovation Simplicity Commitment Culture
Greater London Authority
A voice infrastructure with integrated messaging for staff call centre and front of house operator services for Londons City Hall
Speech Enabled Auto Attendant allows callers who know the name of the person they wish to reach are connected automatically by simply saying the namelsquo of that person
Speech Enabled Unified Messaging to enable GLA staff to access and manage voicemails and e-mails remotely by phone using secure voice authentication
10-agent call centre
We wanted a telephone system that would have 100
reliability and availability and would give us access
into our future developments maximising technological
advances
Executive Director of Corporate Services
Manny Lewis
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 106
Flexibility Innovation Simplicity Commitment Culture
City of York Council
Migrate to a converged voice and
data network
Provide corporate telephony
services for home-workers
Install a voice and data
communications network
that will assist and support the merger of 37 different council sites
and applications to be added on when required
ldquoThe Mitel IP Telephony system integrates seamlessly with the Cisco
data network and voice calls no longer require a separate network to
travel on This has enabled us to centralise communications across the
council This has meant we have been able to improve communications
both internally and with the public thereby improving public servicesrdquo
Roy Grant Head of IT Operational Services
City of York Council
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 107
Flexibility Innovation Simplicity Commitment Culture
London Borough of Enfield
London Borough of Enfield receives over 5000 calls a day from residents with queries on everything from housing to rubbish collection
Many calls particularly those passed by the switchboard operators to service departmentswere not being answered let alone having the callerlsquos enquiry dealt with
Solution
Seamless integration with their existing Siemens network
A Contact Centre that would function as both an operator switchboard and a contact centre
To be able to ring one number and get the help they need
Seamless integration with existing Siemens network
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 108
Flexibility Innovation Simplicity Commitment Culture
Cardiff Council
Call Centre for Council Consumer Direct provide infrastructure for Blaenau Gwent Call Centre
Identified projected savings of pound18 million for streamlining processes and services
Through efficiency savings it is now able to collect more bulky items
The Contact Centre has been operational since 2000 and continues to bring new services on board as the service area and staff prepare themselves to move to this approach
Isabelle Bignall winner of the UK Call Centre Manager of the year award 2005
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom
Mitel | Confidential 862009 slide 109
Flexibility Innovation Simplicity Commitment Culture
Ashford Borough Council
Leading the way in innovation in IPT using IP telephony contact centres teleworking video speech recognition
Due to its innovation in call centre and walk in centre development Ashford Borough Council were a finalist in the egovernment awards in 2004 and received the CNET Technology Award for its contribution to the Public Sector
SOCITM have invited the Customer Service Team to set up a consultancy to advise other councils
IDeA are sending other Councils to speak to Ashford as they are regarded as experts at CRM and systems integration
Mitel | Confidential 862009 slide 110
Flexibility Innovation Simplicity Commitment Culture
Thank YOUKelly MacMillan
Public Sector Specialist
kelly_macmillanmitelcom