PHILADELPHIA, Pa. and OTTAWA, Ont. – April 23, 2008 – There’s still a long way to go in the 2008 baseball season before the Philadelphia Phillies can call themselves World Series Champions, but only weeks into it they can claim to be a leader with their IP communications system thanks to Mitel.
Enjoying a 25-year relationship that began in 1983, Mitel has continued to serve the communications needs of one of baseball’s most historic teams with strategic upgrades that preserve their initial investment by reusing all the administrative digital and analog phones.
To continue filling Citizens Bank Park by making ticket purchases as easy as possible for their fans, the Phillies have now deployed the Mitel Customer Interaction Solutions, including Mitel Messaging Server, with a feature-rich Mitel 3300 IP Communications Platform (ICP) and the Mitel Intelligent Queue, Mitel Contact Center Management and Mitel Interactive Visual Queue with a Mitel SX-2000. They also deployed more than 700 Mitel phones throughout the organization.
The Mitel solutions route calls to the longest idle agent or a preferred agent. Intelligent Queue allows Phillies ticketing personnel to better serve callers in queue by sending them to the agents best qualified to handle their requests, while providing those fans with flexible alternatives to waiting in line.
With Interactive Visual Queue, the team is able to handle dynamic shifts in call volume (such as during a pennant race and playoffs) by supporting an immediate change in call routing and ensuring contact center resources are deployed in the most efficient manner possible.
And because all types of people love baseball, the Messaging Server boasts an automated attendant with multilingual capabilities, and unified messaging, while supporting a wide range of e-mail systems including: Lotus Notes, Novell GroupWise, Microsoft® Exchange 5.5, and Exchange 2000.
View the complete press release here.