Mitel Networks Corporation
Mitel Increases Customer Satisfaction With New Contact Center Capabilities

Mitel Networks Corporation 

05.12.2011 14:00
---------------------------------------------------------------------------

Mitel's Contact Center Solutions Deliver Social Media Monitoring and Enable
Agents to Provide a Superior Customer Experience From Anywhere Using Any Device 

OTTAWA, Ontario, 2011-12-05 14:00 CET (GLOBE NEWSWIRE) -- Mitel(R) (Nasdaq:MITL),
a leading provider of unified communications and collaboration (UCC) software
solutions, today announced the newest version of Mitel Contact Center
Solutions. Mitel's latest offering can significantly expand the flexibility of
contact centers with the addition of social media monitoring and the capability
for agents to serve customers using any device - from mobile devices to their
analog phone at home. This release is designed to greatly simplify contact
center management and improve scalability. Additional information on Mitel
Contact Center Solutions can be found at
http://www.mitel.com/DocController?documentId=22104 

'When our customers call our contact center, we need to know why they are
calling and ensure we are routing them to the best source of information, all
while managing their services expectations,' said Jimmy Everingham, project
manager at Hoburne Holiday Parks. 'Mitel Contact Center Solutions enables us to
easily scale up our capacity to meet periods of peak demand, and Visual
Workflow Manager lets us better manage the customer experience with call flows
that can be quickly and easily changed to ensure we are providing the
information and resources that best address a specific customer's needs. The
end result is a more satisfied customer.' 

Mitel Contact Center Solutions incorporates a number of new features that can
extend greater flexibility and scalability to contact centers including: 

  -- External 'hot desking' - Enabling agents to work from any device, anywhere,
     giving contact center managers the potential for greater staffing
     flexibility and business continuity.
  -- Social media integration - Enabling businesses to protect their brand with
     integration to third-party social media monitoring applications, so that
     agents can provide proactive responses to social media sites, industry
     blogs, wikis, knowledge bases, and forums.
  -- Visual Workflow Manager - Improving contact center manageability and
     scalability with a new, easier to manage Interactive Voice Response (IVR)
     solution, providing the ability to quickly and easily build and manage call
     flows via a drag and drop graphical interface.
  -- Scalability - Increasing capacity to support up to 800 active agents and
     2100 agent IDs, with Active Directory Synchronization for simplified
     provisioning.

'Our contact center customers gave us consistent feedback on their needs;
greater flexibility for how and where their agents can work and the ability to
interact with their customers no matter what medium they use, be it social
media, voice or messaging,' said Ron Wellard, executive vice president and
general manager, Mitel Communications Solutions. 'This latest iteration of
Mitel Contact Center Solutions delivers this functionality, allowing their
agents to use any device from anywhere to deliver a superior customer
experience.' 

About Mitel

Mitel (Nasdaq:MITL) is a global provider of business communications and
collaboration software and services. Mitel's Freedom architecture provides the
flexibility and simplicity organizations need to support today's dynamic work
environment. Through a single cloud-ready software stream, Mitel delivers a
powerful suite of advanced communications and collaboration capabilities that
provides freedom from walled garden architectures and enables organizations to
implement best-of-breed solutions on any network; extends the 'in-office'
experience anywhere, on any device; and offers choice of commercial options to
fit business needs. For more information, visit: http://www.mitel.com 

The Mitel Networks Corporation logo is available at
http://www.globenewswire.com/newsroom/prs/?pkgid=7323 

Mitel and the Mitel logo are registered trademarks of Mitel Networks
Corporation. 

All other trademarks are the property of their respective owners.


MITL-C


         CONTACT: Amy MacLeod, 613-592-2122 x71245, amy_macleod@mitel.com
         Scott Smith, 408-884-5157, ssmith@sterlingpr.com
         Cynthia Hiponia (investor relations),
         613-592-2122 x71997, investorrelations@mitel.com
News Source: NASDAQ OMX



05.12.2011 Dissemination of a Corporate News, transmitted by DGAP - 
a company of EquityStory AG.
The issuer is solely responsible for the content of this announcement.

DGAP's Distribution Services include Regulatory Announcements,
Financial/Corporate News and Press Releases.
Media archive at www.dgap-medientreff.de and www.dgap.de

---------------------------------------------------------------------------
 
Language:     English
Company:      Mitel Networks Corporation
              
               
              Canada
Phone:        
Fax:          
E-mail:       
Internet:     
ISIN:         CA60671Q1046
WKN:          
 
End of Announcement                             DGAP News-Service
 
---------------------------------------------------------------------------