21 June 2000
TSE SYMBOL: MLT
NYSE SYMBOL: MLT
LSE SYMBOL: MLT.L
Mitel and Prairiefyre Deliver Industry's First Call Center Reporting Software
with Internet Access
OTTAWA, CANADA--Mitel Communications Systems, a division of Mitel Corporation
(NYSE/TSE:MLT) today announced an agreement with prairieFyre Software Inc. to
deliver the industry's first Internet-based call center reporting solution.
prairieFyre's CyberACD(tm) Call Center Reporting and Management Software is
now available on Mitel's leading SX-200(r) and SX-2000(r) Communications
The new Automatic Call Distribution (ACD) solution offers managers unlimited
mobility and flexibility in processing and managing call center information.
Currently, managers must access call center data from on-premises PCs. With
CyberACD software running on Mitel PBXs, managers can now log on to any PC
with Internet access to run reports, monitor real-time activities, chat online
with agents, create staffing forecasts, program security options and perform
many other management functions - all over the Web.
CyberACD is the only web-based, scalable ACD management information system
that utilizes Microsoft(r) Excel and Microsoft(r) Internet Explorer to house
all applications in a familiar and intuitive user interface.
'This solution offers customers with Mitel PBXs access to the real-time
information they need for effective call center monitoring and reporting from
anywhere they have access to their LAN or the Internet,' said Bruce Tsuji,
director of business applications, Mitel Communications Systems.
'The Internet and other technological advances have changed the way call
centers communicate and manage information,' said Clarke La Prairie,
president, prairieFyre. 'prairieFyre's Web-based capabilities and Mitel's
strong PBX experience will allow our customers to improve communication and
manage their call center information more efficiently.'
prairieFyre's CyberACD Reporting and Management Software for the Mitel SX-200
and SX-2000 is ideal for call centers of all sizes. Using Microsoft
Distributed interNet Applications (DNA) architecture, CyberACD collects
information from the Station Message Detail Reporting (SMDR) and ACD data
streams of the Mitel system and stores it in a Structured Query Language (SQL)
database. The open SQL database is ideally suited for integration with
third-party eCommerce and Customer Relationship Management (CRM) applications.
Enhanced applications from prairieFyre
In addition to its web-based and scalability features, prairieFyre CyberACD
offers the following applications:
* Reporter: Scheduled or on-the-fly reports are automatically rendered in
Microsoft Excel and displayed in presentation quality, two- and
* Report Inbox: Displays the status of all reports generated under any
manager's name. Report Inbox allows supervisors, other departments, or
external clients to access information based on permissions provided by
CyberACD's robust Windows NT(r) security features.
* Inspector: Includes extensive search functions that allow managers to find
such information as when agents log off or verify caller complaints of
* SuperAdvisor: Displays agent and queue statistics in color-coded sections on
the manager's desktop. The statistics change color when pre-defined
performance thresholds are exceeded, keeping supervisors informed of changes
in call center activity and allowing them to take corrective action.
* AgentAdvisor: Offers customizable agent desktop display and agent chat
features. Allows agents to view real-time call center statistics and activity
including multiple queues and agents. Supervisors and agents can communicate
essential information without leaving their seats using AgentAdvisor's online
* Wall Boarder: Updates employees with the latest queue performance, agent
availability statistics and important messages displayed on multi-color
Spectrum reader boards.
* 4Sight: Allows managers to improve customer service by accurately predicting
future call volumes and agent requirements, and find the level of service that
is right for their operation.
Pricing and Availability
prairieFyre CyberACD Call Center Reporting and Management Software for the
SX-200 and SX-2000 Communications Systems is available now, starting at US
$4,000. The product is available in four levels: one to 10 agents, one to 25
agents, one to 100 agents, and one to unlimited agents.
prairieFyre Software Inc. is a Microsoft(r) Certified Solution Provider
developing call center and telecommunications products based on the Microsoft
Distributed interNet Applications (DNA) architecture. prairieFyre brings
integrity, innovative minds, and leading-edge technology to the development
process, and is committed to delivering dynamic Internet-based software
solutions to our customers.
Mitel Communications Systems has almost three decades of experience meeting
the real-time voice needs of enterprise customers. Systems' portfolio
includes voice communications systems, desktop peripherals and networking
solutions. Mitel Communications Systems is today helping enterprises develop
and launch IP telephony applications.
Mitel is a growing global provider of communications systems and
semiconductors for converging voice and data networks in a rapidly evolving
Internet economy. Mitel generates annual revenue of $1.4 billion and employs
6,000 people worldwide.
Certain statements in this press release constitute forward-looking statements
within the meaning of the Private Securities Litigation Reform Act of 1995.
Such forward-looking statements involve known and unknown risk, uncertainties,
and other factors which may cause the actual results, performance or
achievements of the Company, to be materially different from any future
results, performance, or achievements expressed or implied by such
forward-looking statements. Such risks, uncertainties and assumptions include,
among others, the risks discussed in documents filed by the Company with the
Securities and Exchange Commission. Investors are encouraged to consider the
risks detailed in those filings.
SX-200 and SX-2000 Communications Systems are trademarks of Mitel Corporation.
All other names and products referenced herein are trademarks or registered
trademarks of their respective companies.
FOR FURTHER INFORMATION PLEASE CONTACT :
Mitel Communications Systems
Web Site: www.mitel.com
Porter Novelli Convergence Group for Mitel
prairieFyre Software Inc.